My wife and I waited for a few weeks after our vacation before placing this review. We send an official complaint to the management of Palace Resorts and so far we have not received a response.
This was our second time visiting a resort from Palace Resorts. After experiencing an amazing time on our first visit in November 2011, we joined the membership. To our disappointment Aventura Spa was not near the expectation that we had at Sun Palace.
We understand that incidents may occur during a trip, and in any other circumstances we would have not complained, but after experiencing such an array of troubles we could not permit the incidents to go unnoticed.
As a member we were told that transportation from the airport to and from the hotel was being provided by Palace Resorts.
We booked the trip by the first week of February, and until March 16th (flying out on March 17th), we did not receive any confirmation for the transportation between Cancun airport and Aventura Spa, therefore we had to take initiative and called their 1800 number, and after being disconnected a couple of times we were able to talk to an agent which confirmed our transportation.
We arrived on March 17th at the Cancun airport at 4:20 PM and did not get to Aventura Spa until 7:50 PM. There were no signs or personal guiding us to where to take the transportation. After struggling with many sales people finally someone told us that for Palace Resorts we should look for "Traffic". After identifying Traffic and showing the attendant the paper work we stood in line for approximately 1 hour with the attendant telling us every 5 to 10 minutes that the van would be here in 5 minutes. Finally the van came and it was so packed that 2 passengers had to seat in front together with the driver, which made the long drive very uncomfortable.
Upon our arrival at the Aventura Spa, which was approximately 3 ½ hours later after we landed, we were told that we did not have a reservation at the Spa but at the Aventura Cove because the Aventura Spa was full. We told them that we would not book at the Cove because that particular resort includes kids and they kept insisting that the Aventura Spa was completely booked. After a long dialog they decided to accommodate us at the Spa.
On Sunday, March 18th, at 9:30 AM we went to the activities desk to meet Patricio, the person that was assigned to help us to plan the activities and book the spa services. We waited for 20 minutes for Patricio since he was coming from Aventura Cove. We were planning to use most if not all the 1500 credits in the spa, since this is the only resort that allows us to do that. Patricio instructed us to book the spas services at the Spa, which we immediately headed to. Our surprise at the Spa was there was only one desk and that attendant was busy with another guest. After waiting for almost 50 minutes we got called and were shocked to find out that there was no availability for any spa services until Wednesday. So without any other choice we booked various services at the spa from Wednesday to Friday, and two services on Friday.
We brought the dissatisfaction to Patricio who told us to talk to Elias, the manager at the time. Elias offered us an upgrade to the Concierge level. After checking the room at the Concierge level we decided to stay where we were since the rooms were exactly the same and we did not want to go through the hassle to pack and repack our belongings. We then requested that instead of moving if they could bring the amenities that were part of Concierge level to our room and we specifically told them not to bother with big items. Elias agreed with the request and he made a few calls. The clock with the iPod, the "beach bag", special menu and aromatherapy burner arrived. Throughout the day we kept requesting the other amenities and were constantly informed that we did not qualify and received messages on the telephone in the room that we needed to do paperwork for the concierge amenities. In meantime, staff kept bringing the concierge items one at a time. For example the shampoo arrives and we ask for the hair conditioner and to make matter worse they bring used items like the shampoo/conditioner that was half used.
One night we tried to order dessert from the Restaurant menu, it was 10PM and the employee on the other end kept complaining that it would take him a long time because he needed to stand in line in order to get the dessert for us and finally he succeed in talking us out of ordering from the room service. Knowing that time might be a factor the next day we decided to order earlier, when we ordered a bottle of sparkling wine and a dessert the employee told us that our menu was outdated.
We got so frustrated with the service that finally we went upstairs to the executive offices and talked to Karina Vega at the Member Service. After hearing our nightmare Ms. Vega agreed to transfer us to Sun Palace the next day.
Since we had to cancel all the spa services at the Aventura Spa we decided to attend the "update/sales" for the Palace Elite at the Beach Palace so we could have an extra 200 credits for the usage of the spa. We discussed our terrible experience to Jose Elias Zahoul and Diana Gomez, Administrative Supervisor and they suggested that we write this letter to Palace Resort Management.
Please note that during our stay at the Aventura Spa, the service was non-existent at the restaurants and pools. The spa was empty in spite of not having open time for the services. Obviously, the issue was not the resort being full, but the lack of personnel or qualified personnel.
In summary we observed and experienced the following:
• No confirmation for the whole vacation week including the transportation from the Cancun airport to the resort.
• Telephone call to the travel agency gets disconnected very often.
• Waiting time from the Cancun airport transportation was way too long, over 1 ½ hour.
• Uncomfortable transportation due to overload of passengers.
• Reservation was not in the correct resort.
• No spa services available.
• No services at the restaurants and by the pool.
• Mediocre food at the breakfast buffet and restaurants.
• Lack of room services.
• Housekeeping was very poor, used products and outdated room service menu in our room.
• Untrained employees throughout the resort.
We understand that the company is having some sort of rearrangement, and that during this period, the service, and/or personnel might experience difficulties as training needs to be implemented. However, we as a guest and member, which vacation time are planned carefully in advance and time away from work are so scarce and precious, we found it absolutely despicable that management knowing the issues that certain resorts were having did not, first, informed us about the situation and second, given the choice to opt out, and choose from others resorts during their transition. Thus, we felt that we were treated by the Palace Resort with dishonesty and were totally misled.
As a guest and member we had to literally ask for every service. And due to the lack of personnel and personnel's experience we wasted most of the time waiting when in need to make request or appointments such as concierge amenities, room services, service for drinks/coffee, tour and spa. Consequently most of the time that we were at Aventura Spa was lost. It was very unpleasant the whole experience, by having to "beg" for services that we were entitle to enjoy. Moreover, if our experience was what we had in Aventura Spa we would have never purchased the membership back in November 2011.
S and J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC