The day before my two children and I were to leave for Mexico I received an email telling me I had been 'upgraded' to Ocean Maya and given VIP status. The definition for 'upgrade' in Mexican must be the opposite of the American version. There was no comparison to the resort I booked and the resorted we were dropped off at. As I was checking in I was asked to sign a letter offering me a free stay for my 'inconvenience'. The letter was put in front of me with discounts for the spa covering the details. Once I started asking questions, I found out Ocean Coral and Turquesa had been over booked and I had gotten the 'upgrade' to a lesser resort. It took the better part of our first day to get us moved back to the resort I booked and cost me several phone calls home for assistance and calls to my sister and her family waiting for us in Ocean Coral and Turquesa. Once they realized I was not giving up or signing the letter, we were given a 'free' taxi ride to our original hotel 30 miles away. The taxi driver spoke no English, so we had no idea how long of a ride we were in for, or if we were even safe. At times he topped 100 miles an hour. Once we arrived and checked in, we were placed in a Deluxe Junior Suite, even though I had booked and paid for a Deluxe Royal Junior Suite. We received no apology or compensation or our ordeal or change in rooms.
During our stay the hotel was holding a Rally Better conference, I suspect they are the reason we were not given our booked room and for the original ordeal. The group was very large, loud, rude and mostly intoxicated. The resort closed entire areas off to accommodate this group, which limited the areas the rest of the paying guests were able to enter. My only other complaint is the lack of stocking of the minibar in our room. It was supposed to be stocked every day, it was not. I would call every day numerous times and request water and diet coke and always be told it would be taken care of. It never was, I finally went to the front desk to see what the issue was and was told it is done daily at 8am. How they do every room in the place at 8am on the dot I would like to see, but they skipped my room the entire stay and we had to get water front he lobby bar ourselves and I finally had to BUY the diet coke at the gift shop! It may sound minor to some, but when you are expecting all inclusive and told you are paying for certain amenities, you should get them.
On the positive side, the resort was beautiful and very clean (except later in the day around the pool bar). Housekeeping did an excellent job and was always prompt and polite, responding to any request. The food was bountiful and offered a large selection. A professional food critic may not be so positive, but there never a problem finding something to eat, to point of putting on a few pounds! The steak dinner at the Italian restaurant was wonderful as were the shrimp fajitas at the Mexican restaurant. You could not eat at the Japanese steakhouse grill without being a paying member of the H10 club, although you could eat from the menu. We chose not to eat there. You also could not get into the Onyx Club if you were not a paying member of the H10 club. I signed up before going and am a member of the H10 club, but I'm not sure what it got me. Maybe my 'upgrade' : ). All in all after totally wasting our first day and scaring my son to death during the taxi ride, the rest of our vacation was very nice and relaxing.