I'm a member of palace resorts and very sorry at that. My problems began when i booked a room for 4 at the cancun palace early in the year. During the summer a family member of one of my guest wanted to join us, so i called to see if there was an additional room available. I was told the cancun palace was booked but they had two rooms available at the beach palace, so i decided to change hotels since they were still in the hotel strip. Upon our arrival to the beach palace we were directed to speak to ms alda nelly zermeno who stated she had no idea that there was a fifth person in our party, but she took my credit card and took out the additional amount for the fifth person.
Ms. Zermeno told us we had the option to pick a 2 bedroom suite at the moon palace or aventura palace and she'll give us two excursions for three free of charge. We asked what's the catch, no catch she said. Naturally a 2 brm suite is much better so we decided to go for it.
Once we got to the moon palace we were told only four people had paid and that we did not fit in one room. I gave them the letter ms. Zermeno had given me and it stated too give us 2 rms not the suite. I had to show my rcpt for the fitht person and spoke to ms zermeno who denied saying she'll give us a suite, 1st of many lies to follow. The rooms were not ready and were told to get something to eat, no can do said the hostess the restaurants close at 4pm to get ready for dinner at 6pm. No rooms no food. Finally our rooms were ready, our party was separated by a building and a half. My room had hair on the floor open boxes of condoms on the bed and other garbage thru out the room. Our room were so far from the main building we needed to wait for the golf carts to take us there. When ever you see a golf cart you better not miss it because you never knew when the next one will show up if it showed up.
Finally were settled into a room about 10 rooms away from the rest of our party by this time half the day in cancun was wasted. We decided to go into the pool aprxo. 630pm no safe lock available for our valuables the front desk mngr told us to take our valuables to the pool area. Go up to the swimming bar for a drink, no can do amigo were are closed u have to go to the cabana they close at 8pm. It's 7pm know so we head in the direction of the cabana. No mix drinks bar will close soon only tap beer available.
Next day we finally get the locks for the safe. And speak to a supervisor in charge ms lucy berradas. Same results nothing gets done but a lot of apologies which mean nothing to me and my friends. Next day my friends luggage and clothes get wet from a leak in the closet. Nothing gets done to rectify the situation.
There are still many other things we were given difficulty in obtaining but it will take so much space to write it down it will take a lot more time and effort to do it.
Bottom line is palace resorts managament are a bunch of professional liars and do nothings that i'm so sorry i bought vacation time in their overpriced time share that i will never recommend this place to anyone.
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