We just returned from our vacation at Villa Del Palmar, where we stayed from 03/14 to 03/21. I had been planning this Mexico trip for more than a year, saving up my vacation days at work, and saving my money. We went to Mexico with a tremendous level of excitement, dreams in our eyes about how we would be spending each moment together after working so hard. Overall, our experience was good with the room, the service and other hotel amenities, but there are certain complaints that we had, which we clearly communicated and addressed to the managers on duty several, several times but we got nothing in return other than false promises.
Ocean Front Room was not given to us and when we complaint about it then nobody took any notice.
Our biggest complaint was that we were misguided about our "welcome package". We were lured into a so called 90 minute presentation with promises of free gifts and services and discounts. We asked several times about the duration of the presentation and were confirmed by 2-3 different concierges that the time would not exceed 90 minutes. However, it lasted more than 4 hours. We had some very special plans for that day which had to be put on hold because we were being forced and pressurized to enter into a contract for membership despite refusing again and again. In the end we just had to walk out of...We just returned from our vacation at Villa Del Palmar, where we stayed from 03/14 to 03/21. I had been planning this Mexico trip for more than a year, saving up my vacation days at work, and saving my money. We went to Mexico with a tremendous level of excitement, dreams in our eyes about how we would be spending each moment together after working so hard. Overall, our experience was good with the room, the service and other hotel amenities, but there are certain complaints that we had, which we clearly communicated and addressed to the managers on duty several, several times but we got nothing in return other than false promises.
Ocean Front Room was not given to us and when we complaint about it then nobody took any notice.
Our biggest complaint was that we were misguided about our "welcome package". We were lured into a so called 90 minute presentation with promises of free gifts and services and discounts. We asked several times about the duration of the presentation and were confirmed by 2-3 different concierges that the time would not exceed 90 minutes. However, it lasted more than 4 hours. We had some very special plans for that day which had to be put on hold because we were being forced and pressurized to enter into a contract for membership despite refusing again and again. In the end we just had to walk out of there because despite our nonstop requests we were being pressurized constantly to enter into a lifetime agreement. Once we walked out from there we were taken to the travel agency, on the misinformation that we were about to be given free gifts in exchange for our time spent. Instead, we got another hour of stories and pressurization to invest into a different membership program for the hotel. The total time we spent on all this nonsense was from 8 am in the morning to 1 pm. Does that constitute 90 minutes?
We were promised a nanny or baby sitter on premises of the presentation but this was another misrepresentation because we did not have a nanny or anyone to entertain our kids. We have two small children who we had promised a super fun-filled day to, knowing we would only be spending 90 minutes with the sales reps. We thought we would be done by 9:30 or maximum by 10:00 am and continue with our plans for our family quality time. Our children waited and waited until they lost their patience and cool and we had to deal with two very upset, tired, bored children having a meltdown for the remaining part of the day. Was this fair to us? We had planned our trip for several months, saving money, doing lots of research on how to spend quality time together on each and every day we would be there. But this completely ruined our experience!
When we complained to the manager on duty we were told that we would be given coupons for a complimentary dinner that evening, which was completely false, because we were NEVER given that, even though we returned to ask for that twice again during our trip. After we asked twice they told us they would send chocolates and coupons to our room to compensate, but AGAIN we ended up with nothing. We brought these issues up several times and constantly were given false promises. Even till the last day there, we asked our concierge when we would be given the chocolates and coupons we were promised and all we got back was "let me check and get back to you". After that we never were gotten back to, nor did we bother to ask again because we knew we were being fooled.
Part of the welcome package (after the presentation was attended) was that we were promised an amazing free trip to Tulum, which was far from even nice, because we spent almost an hour and a half at a jewelry shop on the way there, which we were NOT informed of before. The entire time at Tulum itself was only 2 hours or less! We were being rushed to return back and only got a very limited time at the actual attraction which we had been looking forward to enjoy and make memories at.
The hotel itself is very beautiful and comfortable, and its amenities are well thought out, but our experience was not perfect in any way. We feel most of the day at our annual family vacation that we had been saving up for, for a whole year, was wasted by that so called "presentation" about a future vacation that we do not even know we can take! Perhaps we would not have felt so upset if the promises about "making it all better for us" were kept, but alas none of those promises were kept! Can you justify how it is fair that the all the time and money we had invested in this trip, which mind you, was our first trip to Mexico and hence to Villa Del Palmar, was to be spent on several hours of luring, pressurizing and fake promises?
We are very disappointed and sad to say that we do not feel we will ever be able to return to your reputed resort again due to these reasons, nor will I be able to recommend your resort to any of my family or friends.More
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