Brooklyn, New York
2017-10-09
Beware
It's been a week since I've left this place and it's been about 2 weeks since my first review of my experience with customer service. This review is bad because of my horrible experience. I also spoke with my friend (the bride, who had her wedding here) first to give her a heads up about my review. My best friend had her destination wedding here and I was one of the bridesmaids, she had family and friends fly in from all over to be a part of her special day. I was excited because I've been to Cancun many times before and it's a beautiful place. However, prior to arrival, as stated previously, communication with this place sucked. At check in, the guy at the front desk seemed to be confused as to why my guest and I had two separate reservations. Annoyed, I said, "you're telling me you don't see anything in the notes of my reservations about this issue?" At first, he responded, No. Then "looked further" and saw something about added guest and their rate. I told him because of your lack of communication and last minute response, my guest booked his own room prior to arrival. We checked into our rooms and went about our day. When I saw the bride, she asked what floor was I on and I told her 3...she said I was supposed to be on 6 and my room was supposed to be upgraded. I told her I'm not expecting much from this place. I'm not interested in going back to the front desk to discuss anything. Moving on, the Sandos, in my opinion is not a 5 star hotel, let alone a 4 star hotel. It looks like a old hotel that they tried to upgrade. The elevators are so small, I would say about 2 people and your suitcases could fit in comfortably and that's it. The elevators were like saunas. No AC at all. The wedding party had a reservation at the Hibachi restaurant, the room was small, held two tables that sat about 20 people each and that too felt like a sauna. We asked multiple times to turn on the AC or leave the door open. It was unbearable, we just wanted to hurry up and eat so we could get out of there. The lobby was always hot. I remember someone saying, the only place in this hotel with AC are our rooms. Moving on to the rooms, I will admit, I did like my room and bathroom but I had to inspect all the towels and ask them for more because my towels were dirty. I was so upset I forgot my towel home and this was a reminder of why I carry my own. I found one wash cloth that was stainless, I used that and then air dried. For a 4/5 star hotel you should be using brand new towels. Someone should inspect them and say hey there are too many stains of theses towels, time for a new order. Also, as for the pool towels, time for a new order on those too because ours were shredded and stained. The food was mediocre nothing to rave about and I'm a foodie. My boyfriend said the drink collection was not top shelf as other all inclusive resorts we've stayed at. As for the wedding itself, it was very nice. A women named Carmen whom I'm assuming was the wedding planner at the hotel, was very kind and sweet. She was attentive, funny and very accommodating. Now, let me get up to the part where this stay became terrible and disgusting. The day of the wedding, which of course is hectic, from getting ready, to taking pictures and videos, so many things happen in such a blur. During the filming and picture taking in the brides room, we (bride and bridesmaids) were told to take off the red hotel bands because the bride didn't want them in her photos. So we all popped them off and continued on with the rest of the day and night. My boyfriend and I were the first to leave, which was the following morning at 8:30 am. So after a long day, we were tired but packed up everything so we wouldn't have to do it in the morning which would allow us to sleep a little longer. Well by 4 am, we were awoken by a loud gurgling noise. At first we didn't know what it was and then it sounded as if the toilet was backing up with water but it was our AC units. After about 5 minutes of the units making that noise both AC's started pouring out water onto the floor. We had to jump up and move our suitcases. We called the front desk to tell them what was happening. They sent a maintenance guy who didn't do anything but try to take the AC cover off but couldn't and then cleaned up the water. A manager didn't even call back or come up to see what had happened or to ask if everything was okay, explain or to apologize about the incident. After all of this, it was now after 5 am. I just wanted to leave and go home. I couldn't wait to get out of there. When our ride to the airport arrived we went down to check out, turned in the room key and pool/towel key. The woman at the desk asked for my boyfriend's wrist to cut off the wristband which I never seen before. She then asked for mine and I said I don't have it, it was popped off last night to take pictures and we turned to leave. She then said I couldn't leave without returning it. I said excuse me, we have a flight to catch and I don't have it. Another woman (whom we later found out was a manager) asked where was it, and I explained it is in the brides room, we have to go. They then proceeded to tell me I had to pay for another one. Shocked and pissed, I questioned that and said never in my life have I ever experienced this. Why would I pay for another plastic wristband and I'm leaving. They then tell me that it was told to me at check in. I stated that the guy said I must bring back the room key and towel key at check out, which I returned. As for the wristband, he said if I lost it AND needed another one I would have to pay. I didn't loose it, and I don't need another one. They called security and blocked the entrance/exit so I couldn't leave. My boyfriend asked if they are holding me hostage and they told him he could leave but not me. I said what kind of all inclusive hotel is this. First of all I paid for my wristband so I could do whatever I want with it. I have all my wristbands and room keys from other resorts that I keep as souvenirs. No hotel ever asked for them back. I couldn't believe they were holding me there against my free will over a red plastic wristband. You would've thought I was walking out with the safe, bed, lamp or couch the way they were acting. My boyfriend asked for their names and the manager asked why? You're a manager and you're asking why? Why? because I'm reporting this. As a manager or supervisor, you should know that you can make executive decision when necessary. You can determine when to make an exception, or give courtesy which she clearly didn't know how to do. You're not letting me leave a hotel because of a wristband. They told me to call the bride, I said no. She just got married last night and why would I call her so early in the morning. This is nonsense. They showed no courtesy for the bride and her bridal party. I told them since they wanted this wristband back so bad that they call or they could go up to her room and knock on her door. Unfortunately, the bride had to get involved because at this point we were going at for about 45 minutes and we were about to miss our flight. We asked if they would pay for our flights if they missed it, and the response was crickets. The bride eventually came downstairs in her robe and stated she paid thousands of dollars to have her wedding here and as a courtesy to her you can't let my guest leave. You're holding them here and they are about to miss their flight over a wristband. She even showed them HER wrist to prove that she didn't have on her wristband either and she didn't want them in her pictures. They couldn't care less that the she spent money to have a wedding there, that we spent money and booked rooms there, all there concern was those plastic wristbands. The bride and another bridesmaid came down with all the wristbands and they had the nerve to have me stand they and check all to make sure one of them matched my room. The manager said we have rules just like America have rules! Wow, where did that come from? I was so angry and disgusted. I told the bride that it was horrible she had to get involved, that they didn't have common sense or courtesy and that she had to wake up the following morning to deal with this. I've been traveling for years and this was a first. I was so pissed that when I came back I shared my experience with every one. The responses were "all of that over a wristband, I've never heard of a hotel wanting a wristband back", "what hotel was this?" "I will tell my friends about this" "what was the America comment about? That wasn't called for", "they held you there against your will?" "they were treating you like you stole something" "you better start making calls, call their corporate office". So I'm just writing my review for others to beware, it wasn't a nice thing to experience. I will always remember this. I'm not looking for a response from management, I don't need the generic response or apology at this point. This is something I needed to share with others.
