My husband and I stayed at the resort from February 22 to March 8, 2013 along with the rest of our family. There were four couples and twelve of us in total. Two of the couples with their kids stayed for 1 week and 2 couples stayed for 2 weeks.
The resort was fabulous and the food was amazing. Once a couple of our family members returned home after a week of vacation they were advised by their credit card company that they had charges of approximately $3000.00 on their card from Mexico. The only place they gave their credit card number was at the front desk of the hotel upon check-in. The charges on their card were not from the hotel itself but someone had used the card to book some flights. Their credit card company said they would take care of the charges.
Since there were four of us still at the resort we spoke to the manager at the resort about this but there was nothing that could be done.
Just yesterday (April 20, 2013) we received our credit card statement and to our surprise we had a charge of $1800 on March 28, 2013 from Traveler's Holdings Inc. Again, the only place we used our credit card was at the front desk upon check-in. We called our credit card company and they connected us with this tour company. Apparently someone booked an on-line tour to the Xplor Park in Cancun using our name and credit card information. They even had the security code. We are currently disputing the charge as it was definitely not a transaction that was initiated by us.
With this happening to two out of the four couples it is clear that either someone who works at the hotel is releasing this information fraudulently or that someone is hacking into their network and gaining access to all kinds of personal information.
Hopefully we will not be responsible for the charges but we have had to cancel our card and will continue to follow the dispute resolution steps with the credit card company.
The hotel needs to tighten up their network security and or find the employees responsible for the fraud. This leaves a bad impression of the resort after the fact even though our vacation was lovely.
- Official Description (provided by the hotel):
- This beachfront luxury resort is located in the pristine beaches of Playa Mujeres, about 25 minutes north hotel zone and 35 minutes from Cancun International Airport. Villa del Palmar Cancun offers a range of possibilities for fun and relaxation that will make your holiday truly unforgettable. The complex offers amazing 5-star service, extravagant amenities and plenty of activities to keep your adventurous side entertained. ... more less
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- Also Known As:
- Villa Del Palmar Cancun Hotel Playa Mujeres