4/10 Poor
Robert
Travelled with partner
11 Feb 2024
Disliked: Cleanliness, property conditions & facilities
Cockroach in shower. Staff sprayed room after cockroach ran up my leg and I showed them video. After telling numerous staff, not one even offered an apology or offered to move us. When they sprayed, they removed the drain cover in shower and left huge pieces of mold in shower. Had to demand room be cleaned again. Property was nice, restaurants were good but housekeeping was poor. Did not restock towels and any cups used in room were simply washed out in sink and put back as clean. Because we booked through Expedia, we were given a “special” bracelet and told it would give us discounts during our stay. No discounts were available and bracelet just seemed like a way for staff to know we booked through Expedia so they could keep asking “how our stay was”. Each time I explained about cockroach issue and they didn’t say a thing. Very disturbing situation and had to continuously check shower before going in. For having such a bad experience, I would expect at least an apology, especially after continuously showing staff the video of the cockroach. Would not recommend this property to anyone. Needs much better cleanliness. Property is not new. It was remodeled 6 years ago and when repainted, new paint was splattered all over. Don’t be fooled that it is a “new” property, because it is not. Local told me it formally was Planet Cancún and old. I submitted a review to property after checkout including our bug issue and still have not gotten a response.
Robert
Stayed 5 nights in Feb 2024