We tried very hard to not let the screaming children at the adult pool wreck our experience, but after day number three, we had enough. These are the things that we witnessed at the "peaceful" adult pool: a child face down and screaming in a fountain (within landscaping), bare bottoms, kids walking within landscaping areas (signs posted to stay out), kids sitting at and on the swim-up bar, squirt guns, and water wings. The final straw for us was when a family of 4 camped out on one of the Bali beds. And, a manager came out to discuss a dispute between that family and a young pregnant couple and even though we are not sure what the dispute was about we can tell you that the young couple was asked to leave and the family with kids stayed. The manager might have been addressing something different but he still never said a word to them about the kids being there. We actually called the front desk to talk to a manager about the kids at the pool. The response from the front desk employee was "ok, we will see if he does anything about it." Well, he didn't. This was around noon. Then, around 4pm we went to talk to the manager face to face about it. He blamed it on corporate and said maybe they would put up a sign. He also said he would go to the pool and ask them to leave. He never followed through on that; the family were still hanging by the pool and on the beds at 7pm when we walked to dinner.
We were prepared to give a "5" rating to all aspects of this hotel, but after witnessing these things and managements failure to enforce their own policies we just couldn't. We believe now that the other reviews that stated this resort caters to Spanish speaking families is true. We are non-Spanish speaking and the couple that was asked to leave was also non-Spanish speaking. This is not a language barrier issue; most of the staff communicated fine in English. Be aware if you are not Spanish speaking you will not get the benefit of the doubt if issues arise. And if you are, you will apparently will not be required to follow the resort policies.
And from looking at past management responses on TA, a generic "sorry, we didn't meet your needs and hope you will give us another chance" is not acceptable.
Some might think this is "not a big deal", but to us it's about setting expectations and management following through appropriately and fairly to all of its hotel guests.
We will be letting Apple Vacations know as well, that they should not be promoting "adult only areas", when that's simply not accurate.
We want to say "thanks" to Edgar for his exceptional service at the Royal Tower lounge; he was great!
- Also Known As:
- Grand Park Royal Cancun Caribe Hotel
- Grand Park Royal Cancun Caribe Hotel Cancun
- Hyatt Cancun
- Caribe Park Royal Grand Cancun
- Hyatt Cancun Caribe
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