Staying at this resort was such a terrible experience that it has made me hesitant to ever travel…read moreto Mexico again. What should have been a relaxing vacation became a traveler's nightmare.
The property itself is beautiful, but unfortunately, that is where the positives ended. The food and service were abysmal. I was hungry throughout much of our stay because obtaining food was surprisingly difficult, aside from what was available at the cafeteria and the very limited room service options. Making restaurant reservations was impossible.
We also could not enjoy the hot tub in our suite because the smell outside was unbearable. A significant amount of sargassum had accumulated against the buoys near the pool and remained there throughout our stay. The odor made spending time outside extremely unpleasant and essentially rendered one of the amenities we specifically paid for unusable.
The most disturbing part of the experience, however, involved the salon. Prior to arriving, I made multiple attempts by email to schedule and confirm a salon appointment. Despite the repeated correspondence, I arrived at the resort without a confirmed appointment and ultimately received no salon services whatsoever.
Despite this, at checkout I discovered that I had been charged for salon services I never received. I explained the situation and showed the staff the email correspondence demonstrating my attempts to confirm an appointment. Nevertheless, I was told that I had to pay the charge before I would be permitted to leave the resort. Faced with that situation, I paid the disputed charge under protest so that I could leave.
After returning home, I contacted the salon and explained what had happened. They apologized profusely, acknowledged the situation, and promised to refund the charge. I have that commitment in writing. More than 30 days passed without a refund, and my subsequent inquiries went unanswered. I ultimately had no choice but to dispute the charge through my credit card company.
A beautiful property cannot compensate for terrible service, difficulty obtaining food, unusable amenities, and most importantly, being forced to pay for services that were never provided. This experience completely overshadowed our vacation and destroyed any confidence I had in this resort. I would not return, and based on my experience, I cannot recommend it.
