I am on the phone with Expedia now to resolve issues I had with this hotel as hotel management has yet to respond to me. Expedia informed me that if I had contacted them while I was there, they would have been able to assist me. Unfortunately I did not pay the expense of having an international calling plan/services or I would have called Expedia. I have yet to receive a response from the hotel manager regarding the e-mail I sent (below).
I am very disappointed with the number of issues that I've had during my stay at your hotel and the lackadaisical attitude that I perceived from your staff. Please keep in mind I am a guest on vacation at your hotel. I live in and take pride in a clean home. When I stay in a hotel I expect the same and even greater as I am paying for a service.
July 19-Upon entering my room for the first time, I observed the table was filthy, dusty/unclean nightstand and headboard, a used/nasty bottle of conditioner, the bathroom sink had a lot of debris that came out when turned on and squirts water. One of the drawers won't close which makes it difficult to close the closet. Also at bedtime I noticed the phone didn't work. I brought all of these things to Carlos' attention. During the night the a.c. made a lot of noise. I got up to adjust the flap and noticed FILTHY air filters.
July 20-Reported a.c. to female staff.Returned in the The phone was still not working. Carlos told me to wait until the next day even though I mentioned it to him the night before.
July 21-Arrived to room late evening and the air didn't work. The male employee sitting at the desk with Carlos came to my room and asked me questions as though I was the engineer. I asked to be changed to another room and was told the hotel was COMPLETELY booked. Carlos came and reset the a.c. The water would not get hot. I called the front desk and he acted as though he didn't understand me.
July 22-At 5:30 a.m. there was continuous loud banging. When I called the front desk it took minutes for him to answer. When I asked what the noise was he said it was room 102 and his tone indicated to me that he was aggravated that I called and asked. I reported the hot water issue before leaving in the morning. Late evening I returned to my room and the air did not work. Juan was unsuccessful in fixing it and asked me if I wanted to move to another room. I told him that I asked previously to move and was told the hotel was booked (I believe that was a lie). I asked him who would help me move my things. He told me to move them in the morning. I told him I wasn't sleeping in one room and leaving my items in another. I had to REPEATEDLY explain to him why this was unacceptable before he finally offered assistance. In room 206 I could not get the bathroom window to close. Water from the shower leaks into the closet area which is a serious safety issue. The hot water ran out after only 3 minutes in the shower. The a.c. started off cold but gradually the temperature dropped leaving me to sweat during the night. That is the most uncomfortable feeling.
EVERYDAY of my stay here there has been an issue. This is unacceptable. I sacrifice a lot to take a vacation and should not have to worry about cleanliness and maintenance issues. I am appalled by the lack of urgency expressed by your staff which contradicts the field of hospitality and demonstrates unprofessionalism.
For this hotel to be fairly new, it is quickly on the decline-mildew, rust, rooms not thoroughly clean, broken window handles, broken furniture, water issues, etc. Customer feedback is a gift to a business and should not be taken for granted or dismissed.
- Official Description (provided by the hotel):
- We offer you the ultimate comfort, experience in our minimalistic style in every one of our 16 fully equipped luxurious suites. Allow yourself to be pleased by the friendly touch of our personnel and our taste for detail. Refresh at the pool area or just watch the sunset in a Jacuzzi on our exclusive roof lounge while you enjoy an exotic drink and the paradisiacal taste of the Mexican Caribbean. ... more less
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- Also Known As:
- Hotel Bambu Playa Del Carmen
- Hotel Bambu Suites Riviera Maya/Playa Del Carmen, Mexico