At the time of my visit, I had been a member of Mayan / Vida for almost ten years. I purchased in Cancun but had never visited a resort property since then because I have mostly traveled in the US (trading with RCI and SFX) or by cruise ship since my purchase. I was really looking forward to staying at the resort and had really high expectations.
The problems started with me being told over the phone that I would have a ocean view room after explaining that this trip was a special occasion for me and my wife - our 25th wedding anniversary. I later learned that the person on the phone should not have stated that because room requests are not guaranteed. According to what I was told at the resort, rooms are filled upon arrival and are solely based on availability. Customer service stated that it doesn't matter whether you are a member, nor does it matter what level of membership you have. No rooms are reserved during booking. I was told that no room request will ever be guaranteed until you show up at the resort to check in. I guess it was foolish of me to think that membership has its privileges. After a couple of days of requesting, an ocean view room became available and we were moved. I am grateful for that, however I'll never forget that disappointed feeling I had from having been misinformed. I'm sure this is all my contract somewhere, but who reads that when booking a room? I should have.
The next problem encountered was a botched Timeshare "upgrade" presentation. I tried to politely decline and should have avoided this all together, but I was curious to see what the resort had to offer after so much time had passed since we became members. To make a long story short, we were promised gifts and promised a short-version of the presentation since we were already members. The presentation was short and to the point indeed - ultimately appreciated. No breakfast as promised, though. When my wife asked for coffee only one cup was brought and the presentation was over before she could drink half of it. Now, am I really complaining about a short timeshare presentation? Not really, but we were told that there would be no breakfast for us because it we didn't spend the full time of the presentation and we also forfeited our promised dinner gift. The ironic thing is that my wife was genuinely interested in the program upgrade, but our request for brevity was taken as disinterest. Maybe they thought we couldn't afford it or was just there for the free gifts offered. We fought for the gifts just because we were promised them - just don't like being lied to or taken advantage of and the whole experience turned out awkward. My mistake.
The last disappointment was the entire resort being without water one day. Had to haggle for a credit there and the compromise was being promised comped meals at the resort restaurant. This was also false and not honored. At checkout, it was argued that the resort only agreed to pay for one meal minus the drinks. is there something wrong with my understanding or does this resort just lie to you and do whatever they want to do? I'm convinced now that they just lie and then make it up to you on their terms but only if you put up fight.
So what was good about the resort? Although I had bad encounters with the staff, they were very pleasant and attentive. The rooms were very clean and decorated nicely. They seemed smaller than the rooms we initially saw in Cancun, but they were still very nice. The A/C is quiet and very efficient. The kitchen has everything you'll need to cook with except food. The refrigerator is not full-sized but large enough to store food for a few small meals leftovers and ice. Ice has to be retrieved from another building near the little convenience store but no big deal. By the way, the store is very small but has enough to get you by in a pinch. We went to Walmart for things like steaks, veggies and large quantities of alcohol, but I digress. The showers are large with adequate temperature and pressure (except for that one day, but I'll get to that later). They supply Bio soaps and body wash which I really grew to love. At first I thought the minty feel of the soap was too strong, but it's actually very refreshing. Nice touch. When I was in the room (ocean view or not) I felt at home rather than at a hotel. This was a promise kept. It was extremely quiet and relaxing for me. I tipped the housekeepers and bellboys very nicely for their service and attitudes. America at the front desk seemed to always bear the brunt of our complaints, but handled them well, always smiled and remained calm even when we were persistent. She speaks very well in both English and Spanish - the resort is very very lucky to have such a talented person on staff.
What else was good? The pool is beautiful. It's where we spent the entire no-running-water day. The only sad thing to see was staff coming to take water from the swimming pool in buckets. We found a bucket of water in our room which we used to flush the toilets with, but I don't even want to think about what else they were doing with that water. Oh yeah, this is the good part of the review. Beautiful pool. Everyone loved my photos.
Lastly, the wonderful ocean view room that we received (after calls to the corporate office confirmed what we were initially promised because they eventually listened to the recorded reservation request) - was indeed....wonderful. #Cantthinkofabetterplacetorunon
Now, I'm the type of person that would rather say something positive than negative. I hesitated a while before writing this review because I didn't want to just report how I felt about the resort, which at the time, was mostly negative. However, after a month I still feel like it was an overall bad resort experience that didn't have to be that way. First of all, the resort should be more guest-centric. It does well with staff selection, security, cleanliness, amenities, etc. But Vida should be honest and not deceptive. Deception hurts people and this seems to be the underlying culture of the resort system. At least, that is my impression now that I've stayed there. How could such a beautiful place with beautiful people do this to their guests? I would like to hope that it's unintentional and perhaps my timing was unfortunate. Regardless, I think this place can do better by its guests by being upfront about everything. Don't wait for people to complain before you fix an issue. I know that I am not the only dissatisfied guest, because I often waited in line to launch my complaint. I also didn't go on vacation to complain. I hate complaining but I will try to be honest so that everyone is aware of issues and expectations are appropriately set. It wasn't all bad, but you can do better.
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- Also Known As:
- Mayan Sea Garden Mazatlan Hotel Mazatlan
- Mayan Mazatlan
- Mazatlan Mayan Sea Garden
- Mayan Sea Garden Hotel Mazatlan
- Mayan Palace Mazatlan