Beautiful hotel, terrible staff
Posted Nov 20, 2016 on Expedia
The hotel itself is gorgeous. Beautiful grounds, lovely pool, and a very nice beach (if you can get to it). Even the staff within the restaurants and bars are very friendly.
However, the grounds are very large, and it's not possible to get to the beach without using one of the trams. While these claim to run every 10 minutes, we waited over 30 minutes on 3 separate occasions. Additionally, the front desk staff is untrained, unfriendly, and unwilling to help. For one, I read on here that it's best to book your 3 al la carte reservations as soon as you get to the hotel, but no one told us that when we checked in, and even though we literally did it upon check in, we still struggled to find reservations at the places we wanted to go. The rest of our group who checked in separately waited one day to book their reservations, and next to nothing was available. On top of that, the places we went were half empty when we showed up.
On top of all this, every time we asked the front desk a question, we were given several different answers. For example, we were interested in checking out the Akumal resort for our next stay, and asked the front desk if they could set up a tour. We were originally told that it would cost $5 a person. Then we were told it was free, but only if we went on our last day. Then we were flatly told that it was not possible. There were several other rude and disappointing encounters which I don't have room to write about. Will not stay again.
Comment from Hotel Management
Nov 22, 2016 by Public Relations, Hotel Management
First of all I would like to thank you for your detailed feedback regarding your recent stay at our hotel resort. It will certainly help us to keep focus on customer satisfaction and fulfillment of our hotel standards.
It is a pleasure to know that you enjoyed our facility.
Regarding the situation described, all your observations have been forwarded to the General Management of the resort as the guests satisfaction is our priority and rest assured we will be constantly striving to the excellence in our services.
Your opinion is really important for us to keep the quality in our services at the hotel, thank you for share your point of view.
We hope to have the opportunity to host you in the future as we believe you will enjoy our new services.
Sending you our best regards,
Badía M. Temoltzin
Grand Bahia Principe Coba