Made reservation and paid for a vacation (first in 3 years). Paid entire package 2 months in advance and had Orbitz AND direct hotel confirmation of reservation.
Traveled 10 hours to be told there was an overbooking and no possible way there would be room in Estancia, that "the manager is working on it as we speak if you will be patient we will find a place in another facility". 4.5 hours in the lobby later they gave us a small room only after we advised them we had purchsed tickets to fly back out the next day. THEN THEY HAD THE NERVE TO CHARGE THE SMALLER ACCOMODATION THEY GAVE US TO REST BEFORE FLYING RIGHT BACK HOME.
We spent $1800 extra on flight tickets to leave the day after we arrived. When we asked Villa La Estancia be connected to Orbitz, staff ("Jimmy") insisted they could not reach Orbitz by phone (at least 3 times through the afternoon) and stated that the overbooking was not their fault because the firm Orbitz uses is an independent company and it was the fault of the unnamed intermediary who was alsoo not available by phone. Of course this intermediary was not identified by Villa La Estancia.
The manager admitted that they were aware of the overbooking in advance of our arrival date yet failed to call or email us or to find alternate facility for us. This resulted in our wasting $1200 in airfare to arrive to get the bad news personally. This was, they said, because they did not have any information on us, only the list from the 'booking company' yet that company was never contacted to get any contact information so we could be warned.
This is NOT an "Excellent" facility. Luxury resorts commanding top dollar do NOT strand customers in the lobby. Learn spanish before going because YOU WILL BE ON YOUR OWN IF TROUBLE ARISES!
This is written the day after our vacation started, have called Orbitz and so far have been offered less than 60% refund of our "Orbitz vacation package"for two days of wasted travel, $1800 in extra flight costs, and a short night in a room well below the accomodation identified on Orbitz.
After 4.5 hours of unsuccessful time in the hotel lobby after our arrival there was suddenly a lesser room that we could spend the night in to rest before our unplanned flight home. In fact, they said.... if we stayed in this lesser room for 4 nights we could have the room we reserved for the last night... how special of them.
By the way, another person was in the lobby who had been denied her reservation also and was staying in a lesser facility next door and had spent a miserable night and was back trying to get into the hotel. She was unsuccessful.
I overheard one of the staff advise someone that the hotel was 105% booked. Not sure how many rooms are at Villa La Estancia but am pretty sure that means 10-20 people with reservations ended up with an unexpected turn of events. Apparently in Mexico, "confirmation number" means little.
The facility appeared nice but was overrun with many kids, our HVAC did not work, and the balcony was shared with whomever was in the adjacent room so you could not leave the balcony door and expect any security or privacy, nor would one feel comfortable with the door open at night to hear the fountain or the ocean.
There was a persistent sewer smell in the air during the night
I hope that I will be able to append a report of successfull outcome on this NIGHTMARE. However, my vacation is destroyed and I am out $2,300 plus the $1,800 of added airfare. $4,100 POOF.
Be very careful of any non-American brand name facility. This is a real review and is true in its entirety. I leave my email address for any inquiry.