The check in process was very slow, there was only one person working the desk at 4:00 pm (check in time) and even though there were only two people in front of me it took almost 30 minutes. There was a lot of additional paperwork that had to be signed and I could have done it while waiting in line to make the process faster. When some of my signatures did not look exactly like my passport signature, I had to sign areas all over again. We had an issue with a very horrible smell in one room and were told they did a "repair" to the room and that the smell should go away. It was starting to give several of the people in our room a headache and making them feel nauseous so we asked if we could be moved. They did not want to move us and then suggested they could move us to a room at another property, but we would have to go into town and fill out paperwork. This was not acceptable as we had reserved three total rooms and moving to a different property would move us away from all our family. They finally told us we could move into a room for the night, but we had to go down to the desk and get the keys and move all our stuff by ourselves. The new room was better, but we were told we could only stay there for the night, and we had to go back to our original room the next day or we would be evicted. We wanted to go back and see if the smell was still in the room, but it was made very clear to us that regardless we had to move back into that room or face eviction. The smell was less prevalent and as we had no choice, we again moved all our things into the original room. At no point did the front desk offer us assistance to move all our belongings. Jose at the front desk said we would receive some sort of credit for the issue with the one room but then the next day said he did not agree to that. My husbands explained he had agreed to it the day before and Jose said no he did not and that all of their calls are recorded so my husband said that was good so could we listen to the call. Jose said only the main office could do that. At this point my husband started speaking with Julio Miranda and he authorized a partial credit and apologized.
Later that day several adults in our party went to use the jacuzzi and there were at least 6 children under 14 in there. Several of them were jumping off the side and splashing. When we looked around, we saw a sign with the RULES that said no children under 14, so I asked the children if they were over 14 and pointed to the sign. One young boy said he would go get his dad and I said ok good and I will go get security because I was not trying to tell them the rules and felt it was security who should be enforcing the rules of the property. When I returned, no security came with me and there were many very angry people in the jacuzzi now yelling at the rest of my family. Security did not come amid all this commotion. The family of the children were threatening us with violence and telling us there is no law in Mexico the only law is who has the money to pay for what they want and that they were from Mexico, and we would learn our place. It was only after my family left the jacuzzi and want to another pool that security guards came to get me and take me to the security shack. The guard was addressing me by my name (I had not given my name when I went to the security shack) and then said I had to come with her. She did not speak English very well and luckily my niece is from Hermosillo and speaks Spanish. When we arrived at the guard shack, they told my niece I had been making trouble since I got there, and they had been watching me and this was my last chance, or I would be evicted. They were not interested at all in hearing what had happened, and we were made to feel very unsafe at that point. My entire family immediately went to our rooms and packed so we could leave the next morning as early as possible. We cut our vacation down by one full day of activities and shopping which would have equated to a substantial amount of money spent for our party of 12 people. I have been coming to Rocky Point for over 25 years and have never been made to feel as unsafe as I did while staying at Princesa Penasco. I have even stayed at this exact property before it was managed by Casago. I am not sure at all why I was being marked as someone who was causing trouble but the fact, the guards approached me and knew my name was enough to cause concern for our safety. I love Rocky point and will continue to take my family there as we have always done so but I will never stay at any property that is managed by Casago. read more