The hotel is in a perfect location and has a great beach, but there are several issues that, when combined, left me feeling extremely dissatisfied.
Firstly, we had booked a room with a king bed, but on entering the room we had two queen beds. On querying this with reception, we were informed that they do not have any king beds in their hotel and that Expedia was wrong in offering this. Should we have any issues with this, we should contact Expedia. Correct me if I am wrong, but is it not the hotel's responsibility to ensure that Expedia has the correct information??? To their credit, they did move our 2 queen beds together and it provided a workable solution.
Secondly, the carpets in the room were very horribly dirty. My son was crawling all over, and after being on the carpet for a minute or two, his hands, knees and feet were coloured grey from the dust. We have already stayed in several hotels with him, and I this is the first time that has ever happened. Perhaps they should invest in several proper vacuum cleaners.
Thirdly, our included kitchenette, was not really up to standard. While everything was working, the dishwasher was so badly rusted inside that we never used it. The heating elements of the stove actually had rust flaking off them and I did not dare open the oven. The kitchen cupboards looked like they had been through a hurricane.
Fourthly, with our stay we were offered breakfast vouchers (as a perk of booking through Expedia) and we purchased several vouchers for lunch and dinner as well. Since we were part of a group of six (all of which are family), of which all the guests were staying in the same hotel (albeit in different rooms), we decided to save some of our vouchers and all have breakfast together on the final day. Once breakfast was completed, we were informed that the vouchers could only be used for people staying in our room and not for any other parties. While the other meal vouchers were transferable, the breakfast vouchers are were not transferable. While I can understand that the hotel policy is that vouchers were not transferable, perhaps they should implement earlier checks, i.e. before we sit down for breakfast. Or perhaps explain the non-transferability of the vouchers when these are actually issued to us.
Fifthly, when trying to sort out the issue with the breakfast vouchers, the hotel refused to budge at all. To be fair to them, we did eat breakfast there, but at the same time, their policy was never explained to us, we were all part of the same party (which was made clear at check-in) and we did not consider this to be a transfer of breakfast vouchers, since these were all paying guests and part of our party.
Lastly, when we were unable to find a solution to the problem, I was politely informed that should I refuse to pay, hotel security would not allow me to leave the premises, the police would be called in, and since it was our last day, I would miss my flight. I am sorry, but since the hotel never explained their policy regarding these policies properly, that amounts to blackmail.
After this trip, I do not know if I will visit Mexico again, but if I do, I will definitely not be staying here again.
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- Also Known As:
- Casa Maya Cancun Hotel Cancun
- Casa Maya Hotel Cancun
- Hotel Casa Maya Cancun
- Cancun Casa Maya
- Imperial Fiesta Club Hotel Casa Maya