Horrible experience
Jul 13, 2024 Stacy H
My family and I stayed at the Dreams Riviera Cancun Resort and Spa as apart of a wedding party. What was supposed to be a magical evening, quickly turned into a nightmare and remains one three months later. On the night of the wedding, April 12th, my husband and I left the reception to look for a restroom. Upon not being able to find one, we asked…
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My family and I stayed at the Dreams Riviera Cancun Resort and Spa as apart of a wedding party. What was supposed to be a magical evening, quickly turned into a nightmare and remains one three months later. On the night of the wedding, April 12th, my husband and I left the reception to look for a restroom. Upon not being able to find one, we asked a gentleman who was employed by the resort where the nearest one was. He referenced to them being in the lobby. Once there, my husband was familiar with the restrooms being downstairs (as majority of the public restrooms near the pools and outside areas are.) He descended the stairs in the main lobby and once he got to the bottom he was met with a glass wall. There was no clearing at the bottom. The last step went straight into the wall. My husband fell and the glass shattered, cutting multiple arteries in his foot. We were taken to a hospital where we had to pay $5,000 out of pocket for treatment, as they did not accept insurance. Once we returned to the resort, we found out the stairs my husband went down were actually emergency exit stairs for a restaurant down below on the other side of the glass wall that could be removed and used as a door. However, there was nothing to stop the guests from descending them. No door, gate, or sign. The next night, they put up a stopper at the top of the stairs. We spoke to a Karen Monsreal who ensured us that the situation would be taken care of, and my husband and I would be made whole on the $5,000. This then changed the next day, and we were transferred to the lead hotel manager, Hector Perez. He explained to us that the hotel insurance would actually handle the incident and that he personally sent the claim to legal. He shook our hands and told us that "his word was his bond" and that my family would be taken care of. We left the next day for the U.S and everyone from the resort stopped responding to me. I reached out to Perez and Monsreal and was completely ignored. I then reached out to my travel agent, Michael Goines, who was already tracking the situation. He then began communication with the resort; however, I was not being kept in the loop at all. Then I was referred to their insurance agent, Jorge Gonzalez Vazquez whom every week said "Next week we'll have you an answer". The answer never came because he also stopped responding. Three months later, I still have not received compensation for the hospital bill and I have received zero assistance from the resort itself and little from the travel agent. It is safe to say I will not be returning to Dreams Riviera Resort ever again as I feel that I was lied to and discarded as soon as I was no longer a resident. God forbid anything go wrong with your trip while staying with them. They will NOT help you.
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