We were guests of this hotel between November 20th and December 1st 2012 and the saving grace of a poor holiday was the waiting staff in the restaurants.
When we arrived to check in the first thing we were asked was whether we wanted to upgrade our rooms, for a price of course and we had not even been given the welcome drink yet, we declined this offer.
Our suite looked very nice when we first walked in with a lovly looking King size bed and large open walk in shower. Then the faults started to show themselves, first the safety deposit box in the room did not work and we had to get maintenance in to try and fix it, he could not do it and had to get his supervisor to come and fix it, eventually he was able to get it to work.
We then went to have a shower and could not get the shower to turn off, again another member of maintenance had to come and try to fix it, it did a temporary repair and showed us a technique to position the controls to stop the water without turning the shower off fully. The door to our patio would not lock so the maintenance came in and instead of fixing the lock just fitted a hook and catch to the wall and door to keep it closed, great security. This hotel have very many repeat visits and it has to be the waiting staff that has the biggest effect on this as they make this place better and not the management, as they seem to be happy just to take your money and not really care that the facilities are going downhill.
A very special thank you goes out to Roberto in the Albatros Restaurant, as he saved our holiday from being a total disaster, a wonderful kind individual. He made our last evening meal very special for us, thank you. Also a thank you to Oliver in the Albatros, for keeping us up to date with the weather report and Alejandro in Gaviotas, who made breakfast a pleasant experience, aslways with a smile on his face.
The rest of our holiday was blighted by construction work taking place every day from 8:00am through to 5:00pm, right next to guests around the pool and on the beach and welding that went on through till late in the night. Food in the restaurants that was cold or just warm, you only had hot food if it was cooked on the grills in front of you. Management that seemed unconcerned that guests were complaining about the construction work.
When we mentioned our issues to our holiday rep she raised them with the hotel management and they offered us the use of the VIP All Inclusive lounge as a compensation, considering the food in the restaurants where the food was prepared was not very warm, how would the food in the VIP lounge on the sixth floor be any better?
We were so looking forward to going to Cancun and this experience has spoilt it for us and we would never return here again, if we ever did it certainly would not be to this hotel.
Higher floors have less A/C unit noise
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.