Sarah E.
Yelp
I give it only four stars, just based on our review of the suite.
America
Pros:
Clean
Friendly staff (Kiera)
Hand sanitizers around park
Great rides for adults and children
Wave pool is huge enough for social distancing.
Sky box suites for privacy and comfort
Apple TV in suite
Complimentary towels (take them home with you) and drinks in refrigerator
Plenty of outlets and usb charging spot in suite, make sure you bring your cord!!
Cons:
Of importance: you MUST sign a waiver and at the point, they TAKE your identification. It's not good enough to show it, they take it. My husband had his work identification and provided that to them, the problem is they FAILED TO RETURN IT!! In the midst of everything going on throughout the day, at the end when your ready to go home, and perhaps you've forgotten that you provided them with this piece of id. Well, we'll be calling to get it back.
We had booked a Sky box suite (Tulum section, box 101) on 2/19/21 this is the smaller of the three suite selection that they offer. The suite holds up to six people, but it was just my family of three and we had plenty of room to roam about. There is NO bathroom in the room(something I would expect for a suite they're charging from $500-$1000 between peak and non-peak hours).
We were informed that there is a bathroom down the hall that had no shower, if one wanted to shower, they would need to walk all the way to the changing room. Kind of defeats the purpose again, if you're paying that kind of money.
They had a lovely sink, with no soap or paper towels. ????? Again, makes no sense. Lucky for me, I brought along my Lysol spray and sprayed down surfaces. There are two sofas, easy chairs and a dining room table that seats four people.
No orientation as to how to operate the Apple Tv(we don't have one at home), the refrigerator was locked. There is no phone in the room to call down to ask for assistance, you MUST use your cell phone to call and sometimes the phone just rings and no one picked up. There is an attendant stationed outside, we asked her for some assistance at times. They came to unlock the fridge.
The food situation: we decided to grab lunch (I knew beforehand you could order food from select restaurant in the mall and they would deliver, not a bad deal, right? How does that work? Go ahead and ask me? I'll tell you anyway, because that's the point of this objective review. It took us about an hour and a half try and order food! Of note: there IS a section inside the park that had food, but suite people couldn't order and have it delivered, would be a help if that was a perk.
Upon entering the room, there was a blue sheet of paper with a QR code on it, with only Wendy's and Taco Bell. We decided upon Taco Bell. Scanned code and tried placing order, would not submit(that area was grayed out) couldn't figure out what was wrong. After you place the order, you must call the down to customer service in the water park to let the know who, what, where you ordered from and they would deliver to you.
Still frustrated and annoyed, the angels sent Miss Kiera up to assist us, what a joy this young lady was, she helped us with the food ordering and operating the television and she was the one who unlocked our fridge. She was engaged with our seven year old and asked him about his likes of the park. What a GEM!!
The food came and we ate and had plenty of time to rest and get back into the action.
Suggestions for the suite:
Paper towels and soap.
Refit the bathrooms to include a shower.
Provide your attendants with iPads so that they have all the apps on the phone so that they can assist you with ordering food.
Place phones in suites with a direct line to customer service so that one does not need to use their phone.