6/10 Okay
Miguel
Travelled with family
6 Feb 2025
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I loved the hotel, parks, service almost everything
The reason I am giving 3 stars is because I booked a trip to Xel Ha park from the hotel (Xcaret arte), I did everything through the phone because through email was taking forever, I used the wish list paper as a reference
It said Xel Ha 9:20 am, got to the bus stop and no bus, I asked around and it was at 9:00 am
I talked to concierge and I basically was told that it wasn’t their problem, that I was supposed to use the email but I told her that nobody told me that and I showed her the paper where clearly said 9:20 and she just ignored what I said
I asked if I still had to pay the no show fee for three people even though it was not my fault and I was told that I had two choices, either I paid the fee or get a taxi ($60 dollars for the taxi)
I paid the taxi and went to Xel Ha upset of course
I was sad and upset because I already talked to people that were members and was thinking of maybe becoming a member but how can I become a member when they don’t take responsibility for their mistakes
Three workers asked me how was my experience and I told them what happened and they just ignored what I just told them, even at checkout after I told him what happened, he still wanted to charge me, I asked him if he wanted to see photos, other members said than that had happened to them too
So sad, everything is amazing
(I still have the paper if anyone would like to see it)
Miguel
Stayed 4 nights in Jan 2025