I am currently staying at the Marriott Casamagna and it has been quite the experience. After having stayed here twice in the past and having great experiences I figured I couldn't go wrong this time and booked this trip with a friend. It's been a struggle since we got here...first we waited for an hour outside the airport for our transfer (Delta Vacations fault, not Marriott's) then we finally arrive and are told our reservation is for a guaranteed king bed---um no, I specifically asked for two beds (again Delta vacations fault, not Marriott's). After we showed our passports, signed some things and forked over the credit card, we were given a card with a number on it so we could go ahead and charge to the room. Excellent! We had a great lunch with a fantastic server and the went back to the front desk to check in. They told us the room was ready and started preparing the keys...a nagging feeling told me to confirm the 2 double bed room...sure enough, nope...they still had us down for a king. This was the start of me starting to blame this hotel for our less than satisfactory experience. They said 15 more mins to find a double room...we gave the a little over 20 before going back up. The result? A double room that she didn't sound too enthused about or a king suite (complimentary) with a fold out sofa...we opted for the king suite. It was okay...but that room isn't built for two adult women...it's more for parents with small kids. After a night with a metal bar in my back we decided to hit them up again for the ocean view double bed room I reserved and payed for. After some looking on there part they found us a room and we were both grateful and felt our luck was changing. The room was what we expected and perfect for our R&R needs. Then we had breakfast at the hotel and tried to charge it to our room. No go, they said our account was cut off and we had to pay cash. Thinking it was because we moved rooms I went to the front desk where I was informed that I had an outstanding balance of $3. So I asked why they didn't just charge to the card on file...they said they didn't have one on file. What? How could we even have checked into a resort hotel without putting a credit card on file for incidentals? That was ignored. So I confirmed that I needed to go get my credit card so they could put it on file again and hope all is in order now. I did it and they allowed me to pay the breakfast bill at the front desk and assured me all was well and in order now (meanwhile my friend is still in the restaurant waiting for everything to be worked out). The woman at the front desk also assured me she would call down to the restaurant and explain and I would have no issues. Sigh...wish it went down that way. Upon my return the waiter expected payment. I explained that I paid upstairs at the front desk and he asked for the receipt. I told the they kept it. He said we needed it and said he would accompany me to the front desk. By this time I am truly truly angry and completely annoyed. We arrived at the front desk and I just pointed to the waiter and let him hash it out with reception. Some words were said and at the end of the exchange he hightailed it out if there and the receptionist apologized for the confusion and and we were all set she did call down and tell him but he didn't check with his supervisor. At this point a tried to voice my displeasure at the whole situation but all she said was I am sorry. Maybe it I wasn't vocal enough so I wrote this review to help others decide whether to patron his hotel. Like I said loved it in the past which is why I chose it again and brought a friend. I can honestly say that I won't b back and likely neither will my friend (it was her first time in Cancun and this was her experience).
She seemed to think perhaps they were short staffed...maybe but others have had similar issues based on the convos I have overhead and the exasperated looks on fellow tourists faces at reception.
- Official Description (provided by the hotel):
- Discover Paradise. Powder soft sand and sparkling turquoise seas beckon travelers to the heart of the Mexican Caribbean and Marriott’s CasaMagna Cancun Resort. A legendary locale perfectly matched with Marriott’s commitment to service satisfies adventurous souls seeking to explore ruins or searching for serenity in the shadows of an ancient empire. ... more less
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- Also Known As:
- Marriott Casamagna Cancun Hotel Cancun
- Marriott Cancun
- Cancun Marriott