![]() As well as the Cristal International Standards POSI-Check certification, one of the most advanced third-party verification standards in the industry that we have. On the other hand, while health and safety have always been our top priorities, our new CleanComplete Verification ™ protocols further raise our standards for quality and cleanliness. we are completely surprised to read every detail of your feedback and there seems to have been a number of deficiencies encountered that are very atypical and not reflective of our brand experience if this stay was marred by irregular circumstances, we can only renew our apologies and assure you that discussions involving the respective team members and management have taken place to review your constructive critics, and we would like to assure you that all of your concerns will be addressed and attended to. Our guest’s feedback is truly important for us and we would like to offer you an apology for not completely fulfilling your expectations. Still 4 days later we are trying to get a credit issued and getting the runaround.ĭear leroym6 We first would like to thank you for choosing our resort for your holidays and for taking the time to share your comments. It’s not well kept and the service that we received is something I’d expect at a super 8. ![]() To sum it all up this place is tired, really tired. Actually, the only one that seemed concerned was the bellman. ![]() (and don’t waste your money on the preferred rooms, it gets you nothing other than a padded chaise at the beach if you can get one of the 12 they have available) we talked to the concierge and they were not helpful. Since we decided to leave we tried talking with someone from the preferred club and they were no help at all. We eventually made the decision to check out and go to another resort. Just looked like crap, and there was a lot that looked this way. The tennis courts look like something out of a horror movie. ![]() As we did a little more walking around we noticed trash around the property as well as other things that were just completely dated and to put it simple, the place is extremely old and not kept up. The paths that you walk on we’re not blown off, there was sand and leaves all over them. When we woke up the next morning we went to grab some coffee and noticed that the grounds were not kept up. Didn’t sign a bill, didn’t do anything, just left. The entrée never showed up, never! We notified somebody and they said they would check on it, 15 minutes later we never heard back and just left. We were with another couple and everybody received their meals except one person at our table. We were told that we had to have pants to sit inside but could sit outside with shorts. Our first night we went to a restaurant on the property. The bathroom was not clean and were pretty sure had some mold. The room smelled musty, the floor was wet from condensation. Arrived at our room and it left a little to be desired. We finally cut off the sales pitch and we were off to our room. Just what we wanted as we arrived for vacation. Once checked in, it was all downhill fast.REALLY FAST! First, we are asked to sit down while someone explains the property and restaurants, in the end, it was nothing more than a pitch to get you to sit through a timeshare presentation. Probably took 15 minutes to get checked in. One we arrived the check in process was lengthy. Had a glitch with our reservation but easily resolved before our arrival. We made a reservation with Secrets Cozumel about 3 months prior to our arrival.
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