When I made my trade for Paradise Village, my confirmation slip indicated I would get a studio with a living area, queen size bed, and a pull out sofa. When we my girlfriend and I arrived at our room, there were two small double beds, and no sofa. We were immediately disappointed and contacted the front desk who told us they could not accommodate a room with a single large bed until the following morning. I found this hard to believe as the place was at most 60% full. I asked if there were any upgraded rooms that would accommodate us, and they told us there were ocean front rooms for an additional $55/night. I guess trading with these folks makes you a second class citizen. I was extremely disappointed that they would not immediately move us to a better room at no cost. To make it worse, they told us that we would have to keep calling the next day to check on the status of a new room. I was on vacation, and waiting around the hotel so that I could move based on their mistake was not acceptable. ANY other hotel in the world would have “upgraded” us to make us happy.
We spent the night in one tiny bed and found ourselves grumpy because the hotel did not go out of their way to make us comfortable. The next day, we packed up our stuff (always fun while you're on vacation), checked out of our room early, called a bell hop to grab our bags (again), and proceeded to attempt a move to a room with a bigger bed. We were of course greeted by the same attitude as the previous night. They said a room would be available in the early afternoon and we should come back at that time. We had activities to attend to and said we wouldn't be around. "Well sir, what time will you be back?" "I don't know. I'm on vacation. Take care of this and move our bags into the room when its available."
We returned around 9:30pm that night fully expecting the resort to have messed up again. It turns out they did reserve the room for us, but they did not have our luggage moved into. We were forced to use the bell service (again). I don't mean to sound cheap, as I always tip the staff, but when you're forced to use specific services multiple times because someone else screwed up, you begin to feel like you're being taken advantage of (5 bucks here, 5 bucks there... gets really annoying). But I digress. The bell hop leads us to another, newer building, Coba Tower. We go up the elevator and are greeted by two hotel doors right in front of the elevator. To our dismay, one of them was to be our new home. To be clear, the rooms were not in the hallway right near the elevator, they were right next to the elevator - sound reflecting tile floors, gaps under doors and all.
We entered our room, tipped the bell hop (another 5 bucks) and sent him on his way. We noticed right away that the accommodations were adequate at best. Yes, we had a king size bed, but still no sofa. You can tell that this hotel cuts corners wherever they can. For example, you can class up a room quite a bit just by putting a nice comforter or duvet on a bed. Looks so much better than the cheesy multicolor acrylic blankets you find in an old Motel 6 and at Paradise Village. They even skimped on the bath towels. Typically hotel bath towels are a little smaller than a standard US bath towel. They somehow managed to find even smaller towels for the rooms in the Coba tower than they had in our previous room. The kitchenette did have a lime squeezer, though, so we were able to make our own tequila gimlets...
We went to bed around 12:30am. And were woken up at 6am by our neighbors who had a 5 year old son. They were unlucky enough to have gotten the other room next to the elevator. These rooms also have interior doors that allow you to open them if the neighbor is your friend. Remember the earlier comment about tile floors and gaps under doors? Yeah, here too. We weren't really interested in the mom having forgotten her flat iron at home, or the dad's gas from too much Mexican food, nor did we want to hear the inane babbling of a five year old. We were on vacation and wanted to wake up on our own. The accommodations and sound insulation were so bad, that we felt like we were sleeping on the pull-out sofa that should have been in their room because we could hear everything they said. They left around 7am... but that's when the traffic to the elevators began... For the next three hours, we would hear 3-5 minute tidbits of conversations as other guests arrived at and waited for the elevator. Again, not really interested that Betty-Sue left the sunscreen in her room and had to go back for it. We could hear everything. I expect some transient noise in hotels and resorts, but this was really bad. It made us grumpy and tired for a good portion of the trip. Like most people, we went on vacation to a Mexican resort to catch up on some much needed rest, relax, spend some time in the sun, and do a couple fun activities. The accommodations are NOT GOOD ENOUGH to allow you to do that.
The same thing happened the following night/morning. That morning, my girlfriend answered a call. It was the front desk asking how our stay was. She politely told them that we were actually not satisfied and a bit unhappy. The response was, "Oh really? Well thank you for taking our survey." Nice. You guessed it, no attempt was made to make things right for us. We did not feel we would get anywhere by complaining, so we just dealt with the noise.
Our neighbors were gone by our 6th morning, so we finally got some sleep - surprisingly, elevator traffic was minimized that day too.
Other comments: Other hotel staff such as bell hops, bartenders, and restaurant staff were all nice and pleasant. Towel cards only get you one towel. You have to wear a bracelet. The bracelet gets in the way when you put on sunscreen and do other activities - it can scratch you. Drinks at the resort were decent. Food was not that good - especially meats from the buffet. All meat was way over cooked and inedible.
All in all, stay at another resort. I've visited Villa del Palmar Flamingos a couple years ago. It is a much nicer hotel in the area.