Don’t waste your money and time
Nov 18, 2024 Keira K
Where do I start?
First of all this was one of the most expensive holidays we’ve been on, so we expected a lot.
From the moment you arrive you queue, there’s never enough check in staff and after a 14hr trip this is the last thing you need.
The room was awful. The ‘sea view’ was partially obscured by a dirty wall. The leatherette on the bead head…
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Where do I start?
First of all this was one of the most expensive holidays we’ve been on, so we expected a lot.
From the moment you arrive you queue, there’s never enough check in staff and after a 14hr trip this is the last thing you need.
The room was awful. The ‘sea view’ was partially obscured by a dirty wall. The leatherette on the bead head was torn. The extractor fan in the bathroom didn’t work, the toilet roll holder was hanging off, the shaving mirror never faced you as it was loose.
The housekeeping was almost non existent. We spent 2 whole days without bath towels, despite repeated phone calls, soap wasn’t replenished, the shampoo dispenser didn’t work. I called housekeeping once a day for something they’d forgotten for TWO WHOLE WEEKS. They clearly forgot we had a balcony as it was never swept and the glass never cleaned.
We went to guest services and were fobbed off by Mr Bowen who promised to make it up to us with a massage and a pedicure for our daughter and then he couldn’t be found for 10 days.
The cleanliness of the resort was shocking. One day at 10am we moved a sunbed to find French fries under it. It was 10am, so they weren’t left from that same day. It was clear the resort wasn’t maintained. On the last day our daughter badly scraped her leg, requiring medical attention, simply getting in the pool because the mosaic tiles were so loose.
The buffet was just ‘ok’. One lunch time we queued up at the correct time only to have the doors shut on us as they ‘weren’t ready’. We felt humiliated.
We were treated like pariahs as we weren’t ‘elite’ members and forced to move from the front row of the entertainment section like 2nd class citizens despite the fact there were many seats in that section free. Not that the entertainment was any good. The ‘Michael Jackson Tribute Act’ was clearly a comedy when it shouldn’t have been.
One day at 1pm in the afternoon a fully grown and very drunk woman thought it appropriate to climb on the pool bar and twerk, surrounded by a pool full of children. Not one of the bar staff tried to stop her and in fact were laughing. How is that appropriate in a family resort?
On one of the treasure hunts the children took part in, the host asked them all to find a dollar. She then brazenly kept all the money the children found and fully admitted to what she was doing. When challenged by another guest that it was theft, the host said ‘no it isn’t, the children gave it to me’. How is that a good example to set children?
While we were there, some team members from Moon Palace Cancun were seconded. They overheard our complaints and told us they’d be around at checkout. We were hoping for some compensation. No, what they tried to do was talk us into booking Moon Palace next year, when we had nothing agreed with our work, no flights booked and no idea of next years plans. They were just trying to fleece more cash from us.
The only saving grace was the attendant on the Flow Rider (Ralph?) who was attentive and focused and really built our daughters confidence. Add to that the ladies in the daycare who were exceptional (especially Donna). Although there was an incident in the daycare with our little girl being slapped by another child, something we didn’t find out for 3 days later after drilling the staff as to why our daughter didn’t want to go back. There’s clearly some safeguarding issues there.
Do not waste your money on this place. This is a very badly managed hotel. It’s chaotic, dirty, badly maintained and an overall shambles.
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