I have been a lurker for a long time and I have only posted a few times. Myself and my family just got back yesterday from Royal Porto Real and I wanted to give you a somewhat of a different prospective than most reports. I am posting this in the forums because I would love to answer any questions that anyone has.
March 13....our flight on Continental Airlines from Houston to Cancun was stuck on the runway for over an hour with no reports from the Captain...not the best way to start for my claustrophobic wife! We finally landed in Cancun and made the mad house dash to the customs line. At 2 pm the place was insane. There is just not enough room around the luggage area and the "stop light" area. People were backed up 20 deep in the "stop light" line and 5 deep and the luggage area. By the way it is quite humorous watching the "one piece at a time" unloading or the luggage containers. A lot of tension in the area to say the least.
Got our luggage and made it thru the typical sales pitches and luggage pitches. We got outside to the FunJet/Loomis reps and he showed us to the van site ( first tip of the vacation by the way). Of course a corona for the wife and a Negro Modelo for myself helped the wait( not really cheap at the airport booths outside by the way...I think it was $9 for 2). We made it on the van and of course our driver decided to drop off the Playacar people before the Playa Del Carmen people....a little longer of a ride but the "2 for $5 ice cold Coronas made the trip better. We were dropped off in front of the Royal Porto Real and thats where the interesting stories begin!
Our family of 3 reserved a master suite over 6 months ago. I did a tremendous amout of research to find out the best rooms, locations, etc. I even emailed Carlos Gustavo Serrano Ojeda at email@example.com a couple of times. It did no good what so ever in making sure we got our master suite. I have read reports in the past about the over booking issues and....guess what...the reports are right. We walked up to the reservation counter and gave then our name. The lady comes back and tells us that "SORRY" we are over booked and we do not have the master suite for you but we are going to give the a junior suite that has just as good of a view. SURE.....NO PROBLEM....WE WOULD LOVE TO DOWN GRADE AND BE JUST HAPPY AS HELL ABOUT IT!!! The way she said it was like we should be just happy as can be about the down grade.....that was a major mistake.
After a 1/2 hour of wonder conversation she finally got the next level of management to assist us. The day manager is named Isabella. At first she really didn't want to help but by the end of the 6 days we really became quite good friends. Isabella offered us a $100 line of resort credit, 3 lobster dinners and 3-25 minute massages. Since we did not have enough alcohol in us yet I and my wife could not agree to this (I can get all of this in Houston!) After another 30 minutes of conversation (I use that term loosely) I finally got a Loomis travel rep to assist me. He tried to talk to them but to no avail. Basically the Loomis rep said go to your room get some drinks, dinner, etc. and come back in the morning and "I will make it all better"...yea right!
We went to our room which was #637. It was a ocean front 1st level room. A very nice room but the built up sand dunes in front of the room prevented any views what so ever. Being the glutins for punishment that we are we decided to go back to the front desk to ask for a room higher up. Believe me...they really loved to see us walking up to the front desk again. We explained the situation and ask for a 3rd floor with a hammock but all they had was a 2nd floor middle room without a hammock so we took it and moved everything up to the second floor. After that I proceded to enjoy the beverages in the room just to settle down and start enjoying the vacation.
You may already think that we are picky SOB's and I don't blame you. But after being told for 6 months that we had a master suite and also taking our money it was quite depressing and maddening to arrive and find out that we won't get our room and they don't seem to be very concerned about admitting and correcting their internal problems. Trust me....at the end of the 6th day we were in love with Royal Porto Real and all the employees. They are truly wonderful but that is for latter in the report.
Our room..( for tonight) was #737 which is a 2nd level middle of the building ocean front room. The patio had a table and 2 chairs but no hammock. ( a little tip....the 2 middle rooms have a completely over head covering which prevents any rain on the patio. The 2 end rooms only have a partial covering and the patio gets very wet if it rains. The rooms are great! The 2 person hot tub is great! The small fridge is stocked with cokes. diet cokes, chocolate leche, mango juice, V8, water, mineral water and most importantly Dos Equis. Next to the fridge we had full size bottles of Tequila, J&B scotch and Barcardi rum but you can call and they will bring you any bottle that you would prefer. The TV is very nice with all sorts of different progamming. Some stations in French some in Spanish, some in English, cartoons for the kids, etc. We had 2 queen size beds that are very comfortable compared the all the resorts that we have been to in Playacar. Every night we had a wonderful lady knock on our door and offer us mini Hersey chocolate candies. Not to bad with Dos Equis! The room was excellent and I will get more into that later. One other item. They have finished there construction on their new wing which is on the north side of the complex. Looks the same as the other two wings but are very quite due to they are far away from the pool/bar/plays areas. It is the #800 building.
Back to the room issues. The next day we went back to the reservations desk at 9 am. We met with the Loomis manger rep that came in from Playacar. He pleaded with the front desk and made some phone calls but he came up with no hopes of us getting our master suite. He told us to come back at noon at we would meet with the operations manager with the Rotal Porto. We had lunch and came back.
Ivan Garcia is the operations manager and he is a very nice gentleman.(Trust me...by the end of all this I have all sorts of contact people, phone numbers, fax numbers, email addresses, etc. for the Royal Porto) We sat and talked to him for 30 minutes and he finally offered us fair compensation. The Royal would give us the previous offer and also a free 3 nights/4 day stay free of charge to be used by the end of this year. We knew that there was no chance of getting our master suite so we accepted the deal and Ivan promised us a letter for what he just offered us( it took 3 days to get the letter but that is for latter in this saga..lol)
So we were finally settled in our room, glad to be over the stress and anger of the past 36 hours trying to relax, be happy and enjoy the wonderful Mexican Riveria and the people that we have met or soon to meet.
My fingers are worn out for now. But in a day or two I would love to talk about the wonderful resort as far as food, drink, employees, people, etc. The lack of harrassment from the Royal club people....I think they were scared of use after all the trips to the front desk. Also I want to let you all know about the excellent cigars at La Casa Del Habanos, the perfect margaritas at the Tequila Barrel, the "3rd time its a charm" shopping at Siete Detalles( a wonderful locally owned store with beautiful people, walking 5th street from Little Italy all the way down to the Harley store(numerous times over 6 days), of course stopping by Pachamama's, walking all the way down Avenida Constituyentes looking for the "famous" coffeee guy...I never found him but I sure did walk into some non touristy areas in the process....pretty exciting for this gringo who speaks very, very, very little espanol.
Enough for tonight. Thanks for bearing with me on this very long report.