Staying at the golden sounded great. Adult only in beautiful cancun. What could go wrong...allow me to explain! First of all, I arrive at the golden. After a series of questions, (is this a honeymoon, are you married, how old are you) we were screened and the staff decided to send us to the sister hotel, the great parnassus. Although we booked almost a year in advance, we were told there were no rooms (bs-plenty of older married couples who arrived after us got rooms) and we would have to relocated to the great parnassus. They said to head over, check out the rooms, have a drink and get some food. By the way, Great is a complete over statement. THis place is so incredibly bad. We are shuttled to the great and for over 2 hours, we are treated like we have the plague. No one will listen to us or talk to us to understand the situation. We ask to see the room they are supposed to give us and they "don't know what we are talking about". There is no record of us coming. They will not show us a room, so we ask where we can get food and drinks and they won't let us. Why? Oh, because we don't have a bracelet so we can't have anything. I have been traveling at this point for 8 hour without food and have spent an additional 3 or so hours at these resorts trying to figure out whats going on. Now they are starving us becuase they can't get their crap together and can't communicate. We go back to the golden and explain the horrible service. They say they are sorry and accompany us back to the great and say the manager of the great will help us. They drop us off, speak to the manager who takes us to the front desk and immediately leaves without saying even one word to us. So rude. We get a room. We go to the room. Its about 8 pm by this time. We are hungry and have been in cancun for about 6 hours and just got a room. (check in is 3) We get there and the AC doesn't work. We ask the cleaning lady to call maintanence. While waiting, I attempt to relax by filling the tub. THE WATER IS YELLOW!!!! And it smells awful. While that is happening, maintance comes, completely destroys the rooms, water all over the floor, parts of the ceiling everywhere including on the bed. He finishes his "work" and leaves the mess behind. by the way, he didn't fix the AC. We try to call the front desk to complain, but the phone won't work. So we go to the front desk. They give us a new room but refuse to help us move our luggage. We get there finally and realize the water is still yellow in this room too. We are too tired to keep moving and they don't have any other rooms for us to we stay in that room for the night with a promise that first thing in the morning we will get a new room with clean water. The next morning we are moved to another room. Again, yellow water. I complain again and they say the receptionist sent us to the wrong room. They say we will get our new ccorrect room but its not ready and will be ready in 1 hour. We go on a tour and come back 2 hours later. Its still not ready. They ask us to wait 45 more minutes. We do, and its still not ready. They say another hour. I start getting angry and tell them how upset i am and that this is not acceptable. They tell me to have a seat and will be back in just a moment to let me know whats going on and what they can do. I sit there for an hour. Nothing. No one comes back. I go back up to the desk...well I tried. but the weather was rainy and the entire resort floor was wet and i fall. Do they help? absolutely not! I get to the desk and the room is ready finally, but no one bothered to tell us this. I ask again for help with luggage. They refuse again. I lug all my stuff to the new room. Guess what?! YELLOW WATER AND BROKEN AC!! I don't have the patience so I go to the front desk in tears sobbing and asking for a refund so I can just go somewhere else. No-they will not refund me, they will not help, nothing. I find out then that there is a problem with the water being yellow and they staff has been lying this entire time when they said we would get a room with clear water. I have no idea why it took 4 rooms to figure that out. They refuse to help so we are forced to stay in this prison they call a resort. This was by far the worst experience at a hotel every. I will never stay again. Terrible. And in addition, I wanted an adults only vacation. This resort is the number 1 resort for children. Really?!?!?! And this is where we are sent for a relaxing romantic vacation. This was the most stressful awful trip ever. Kids ran around everywhere, touching all the food, there was bread at the bottom of the pools, kids in the bars, kids screaming in the restaurants. It was horrrible. Do not every go to either place. We also went back to the golden to complain and ask for a room there. They said we would be the very next to get a room before anyone else checked in, we would get a room. They said they would call us asap. We never heard from them again. These places would be better off run by apes. Im sure they could do better and be nicer. I hated this vacation!
Do not go here!!
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We’re really sorry to read about what happened during your visit. Your feedback is really important to make sure and prevent this doesn’t happen again to you nor anyone, so this will be forwarded to all the staff involved in this situation.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.