In April 2013, my husband and my two kids went to the Gran Bahia Principe Riviera Maya Resort in Mexico. We had a terrible experience. First, our room was a disaster when we checked in. It was on the 1st floor and looked like someone had a party in it the night before! The lights did not work, the ceiling fan was broken and so was the air conditioner! The outlets were literally hanging out of the wall so we had no plugs to watch tv, etc...There was puddles of water on the floor and the toilet seat was hanging off!! After a long day of flying there from Buffalo, NY we had to wait for maintenance to arrive to fix everything because they said the hotel was over booked and there was not an available room for us to move into. To make a long story short we spent everyday at customer service (who were very nice) trying to get moved to a different room. Finally, 4 days into our 6 day so-called vacation we had to pack up everything and move ourselves to a room on the 3rd floor. Unfortunately, that night it rained and our ceiling leaked and water was pouring into our room. We ended up complaining to the manager and she gave us a voucher to come back in 2014. WELL, the only time this voucher is good according to the contact I have been emailing is before Christmas!! We cannot go then, I cannot take my kids out of school at that time because of exams. I have explained this to them and they really don't care. Obviously, this voucher is not worth the paper it is printed on. The Bahia Principe does not care about the customer nor are they professional in responding to my emails! I would like to use this voucher in February (since it expires April 5th 2014) when my kids are off from school for mid-winter break (February 15-22). I am even willing to take them out of school 3 days and leave the U.S. on February 12th but they said there are no rooms available and that these are blackout dates!! I believe that this company owes us the vacation that we never did get last April. We spent our time in the lobby trying to resolve all our problems. I feel that we should be compensated for what we had to go through and the thousand of dollars we spent for a terrible experience!