Andre Jackson
Google
I recently stayed at this resort, and while Mexico is a beautiful country with many kind people, my experience here was extremely disappointing and, at times, humiliating.
Late one evening, housekeeping (turn-down service) knocked lightly once or twice. Before I could reach the door, two staff members—a male and female—let themselves into my room without waiting for me to answer. At that moment, I was naked and fully exposed. Instead of apologizing and quickly leaving, they stood there and asked if I needed service. I was left shocked, mortified, and humiliated.
I immediately reported the incident to the night supervisor and MOD, who assured me it would be investigated. I even suggested that, given the seriousness of what happened, the resort should at least cover my lunch as a gesture of goodwill. I was told the Guest Services Manager would resolve it in the morning. However, the next day at checkout, the Guest Services Manager had no knowledge of the incident, asked me to write a statement, and then claimed there was no record of it ever occurring. This felt dismissive and made me believe the staff were covering for each other. For a stay that cost nearly $800, this is unacceptable.
The issues didn’t stop there. At checkout, I was told that if you have any outstanding balance, they will not allow you to leave until it is resolved. It felt intimidating, almost as if they were holding me against my will. Travelers should be aware: make sure your bank is prepared and your balance is cleared before checkout, because the process is stressful and handled aggressively.
On top of that, nearly everything has hidden service charges. You’re paying extra fees on almost every item, so tipping is truly optional unless you want to recognize a staff member who went above and beyond. Many workers are genuine and hardworking, but I did feel that treatment was inconsistent. On several occasions, I ordered water and drinks that never arrived, forcing me to either confront staff or go get them myself. I can’t say for certain if this was related to me being African-American, but the repeated lapses left me wondering.
Final note to ownership: I strongly believe the nighttime supervisor and the nighttime MOD should be replaced. They were untruthful, showed no diligence in ensuring guest safety, and instead focused on covering for one another. The fact that the Guest Services Manager had no knowledge of the incident after I went to the desk twice that night proves they deliberately failed to escalate it. To me, it was clear they were working together to protect each other instead of protecting guests. New leadership is needed in those roles—someone willing to take accountability and act in the guests’ best interest, not just brush things under the rug.
My advice to future guests: Always put the “Do Not Disturb” sign on your door, check your bill carefully, and be prepared for aggressive checkout policies and extra fees. While some staff are kind, others are careless, and management seems unwilling to take accountability when serious incidents occur. I left feeling deeply disappointed, embarrassed, and let down.
