IMS Krystal Resorts
To whom it may concern, 7/18
On June 22, I was contacted by IMS vacations or resorts in Cancun. I spoke with Ginnie a representative with IMS Krystal Resort. Ginnie was wonderful and very pleasant and helpful. Even after going to Cancun, Ginnie was very helpful helping me contact Jeff the manager at IMS. I believe Ginnie felt bad because she sold me on the vacation; I looked online at the room, read some of the satisfaction results but knew that not everyone would agree on 4 Star qualities resorts but thought how bad could it be. I knew we had to do a 90 minute presentation we agreed. My impression of this resort online was it will be a wonderful vacation and the resort looked great. NOT SO!
First we arrived on July 11th celebrating my birthday but the first night the toilet would not flush, it was stopped up and the ceiling was leaking water on the toilet while one of us was using it. The floors were dirty, there were no wash cloths; no water to drink, the furniture was out dated and very used and old. There was green mildew on the balcony walls and floors with standing water on the baloney. There was no balcony furniture and the door did not lock appropriately.
I called downstairs the next day and said I wanted to speak with the manager but was told he does not get in until 1100AM, so…a person by the name Paris met me at the front desk area, he went back to my room with us, I showed him everything and he couldn’t believe it either. He said we will move you to room 3223, lets check out the room. Not knowing the area (club was right next door) I said the room was fine. So, we moved everything again to room 3209 which was on the end of the unit, the room seemed adequate not great but adequate. About 1200am we hear this room shaking loud boom boom sounds coming from next door, a all night until 4am club. I was so upset. We were supposed to meet with someone at 900am for the 90 minute presentation, the presentation did not start until 1030am. I told this person I would never buy a timeshare here. I also asked him, why the company would put potential buyers in the oldest building they owned? I will tell you why they are greedy! We were also told they were going to demolish that building next year. I understand why. We went upstairs then I meet with this totally disgusting guy, who preceded to tell me I was wasting his time if I was not interested in buying. I told he had wasted 5 days of my life with this ridiculous offer. I also spoke to Hue and told him I did not want to stay the extra nights for $230.00 dollars a night and that they had nerve to charge me for this place. I told him I wanted to be reimbursed for the extra nights. Hue called or emailed Jeff a manager with IMS and told him to reimburse me those days. I was told by Hue I would get an email and never got the email. I called Ginnie and told her I could not get a hold of Jeff; that I called him three times yesterday and twice today and he never got a call back. Some woman called me and told me I need to write all these things down and send them to the company. I told her that Jeff was aware of what was going on and she said ok and she would let him know of the call.
Again, I spoke to another front desk person, who said that only happens on Tuesday night, I said really…I had it by then…so…that night once again boom boom all night long. I went to the desk again for the 3rd time and spoke with someone. They put us in the new building but showed us a room with two double beds, a room that was a wreck and it looked like someone just left. Food was adequate, but not the quality last year we eat in Jamaica, by then I was over it.
Lastly, I received an email from someone the night before we left from the resort that we needed to find our own transportation to the resort and they would take us back to the airport at the end of our stay. The day before we got ready to leave I tried to set up transportation with front desk, they knew nothing about it, so I went to speak with some woman. She said the person who sets this up is going for the day. I said what should I do she said I don’t know, I said fine I will speak with Hue, who seems to be the American in-charge there over the resort timeshare. Well of course he was gone but there was a Mexican man who said you need to speak with some other person and he is downstairs. I went downstairs and said are you so and so he said yes, told him the story and he spoke with the woman and they made me sign something and gave me 230 pesos which was not enough for the ride to airport but no problem I paid for it gladly to get the heck out of there.
On July 20th and 21st I called Ginnie to speak with this Jeff person, who number one will not call me back, 2nd I can not respond with a voice mail because his mail box is full and has been full for a week. Once again I feel professionally this is the worst experience with a vacation resort I have ever had and will never use them again and I am like a dog with a bone I will write dissatisfaction on websites as much as possible.
I work in Management for a hospital in Maryland, do you really have any idea how many people asked us how was the resort? Lets just say those people will not be visiting your resort. This company needs to get its act together because as long as I can remember my comments about your resort will be negative and cautious to stay away. Good Luck!
Sincerely, Katherine Trego CRTT/BSM
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