My daughter being a flight attendant, we have to go standby. I was online literally all day checking flights and trying to secure a good all inclusive hotel in Cancun for myself and my 2 daughters. While continuously trying to book a good rate on Expedia, I kept getting to end of finalizing reservation and was booted off again and again. So, I called as it was getting late in the day. I got Matthew who was very polite and fantastic I thought. I explained I kept getting booted off and was trying to get this package at this one hotel that was a great rate.
Three nights for all 3 of us all inclusive was around $470.00. Yes, that's what it said! And was by room, not by person, and I did still list all 3 of us as I knew we would all need a wrist band to eat and such. So, no, no deception.
Well by the time I got to Matthew it was gone, but he found us another at GranD Oasis Cancun for a little less. $50 less i think it was. I also booked a car which was supposedly $7.00 a day though Alamo. The photos of Oasis looked great. I made sure to ask Matthew if we had a problem over there would they be there for us. He assured us we could call toll free at the 1 800 number. I was nervous as our first time out of the country in a good while.
So, we get there, car right away was 3 times more then stated with all the additional fees. But I was OK with that.in a great mood and ready to have fun. We were all excited! First real vacation in years for us.
We went to wrong hotel first by mistake, and they sent us on our way laughing when they realized where we would be staying. Now I know why they laughed.
It was the Hotel just next door. We left a beautiful lobby and walked into a very dark, hot lobby full of drunken teens and college guys screaming and acting like it was Spring break. Not a place you would want to take your 14 yr. Old daughter. I knew I was in trouble immediately. My girls were like, "it will be OK mom", let's just have fun.
So, I go up to check in and low and behold. They somehow did not have my daughter's name on reservation. (my 14 year old). Yes, I had verbally confirmed this before we left with Matthew. I know their drop down box well on their site where you add a child, and then have to do another drop down to state age of child. I clicked on it a lot that day and told Matthew we would need enough room for 3 adults basically. ROOM to sleep!
I am a thousand percent sure he understood this. Plus the wristbands would be crucial. I made a big deal out of it with him. His room was also all inclusive and by the room, not by the person, but you still had to inform them of all people, which I did.
I argued with staff at hotel that there has to be a mistake as they were trying to get me for an additional 350 bucks, for the same room with or without her.
I said I needed to call Expedia. It was becoming clear it was their mistake.
I was directed to a phone booth outside on highway after I would have to first purchase a calling card, or pay $8.00 a minute.
I finally got them to take me to whom they claimed was their Expedia connection (reps), who later on I find out, have little or nothing to do with Expedia.
Anyway, to make this shorter, I sat on Hold with Expedia for 96 minutes before I got any help on long distance. I told them I expect them to pay for the call. They offered to give me back a partial refund on the room of 150.00 I think it was.
I RELUCTANTLY was ok with that as long as they payed the phone bill. We were exhausted and ready to try and have some fun. That was until I actually got to the room. OMG what a DUMP. If you like graffiti carved in your door, toilets over flowing, ashtrays in our requested non smoking room and the view we asked for was really not a view at all. The night time was spent calling security due to all the drunks who come in all hours of the night yelling and screaming and spitting and fighting and throwing up. This hotel was definitely not as portrayed on web site.
The BEACH and pool were nice I will say. The Zoo World guy was beating on one of the monkeys over the head when he would not do his tricks for people. But, getting away from all this, I just found Oasis staff (mostly managemennt), in general, to seem like they had something against American's. I kept running into otherguest who said the same thing. They were RUDE and would never lift a finger to do anything for you. Checkout was a nightmare too. They sent us to this line (remember no air conditioning anywhere in this hotel except rooms), and WE WAITED AN HOUR, AND ONCE WE GOT TO FRONT, THEY again sent us to another line. I know they were totally messing with us. My daughters who dont rattle too easily were ready to scream.
Expedia recommending a hotel such as this to a family of 3 girls, come on! Do they ever even go in the places the recommend? I could have stayed home and saved a lot of money or gone anywhere else. Where is the CEO Barry Diller? Why is he IMPOSSIBLE to reach? Why is Expedia so tight with their supervisors and trying to not let us talk to someone? Remember more then 90 minutes on Hold from Mexico. Even the hotel staff couldn't believe it. The hotel guy said they were doing it on purpose hoping we would hang up. I believe he was right. He also said they do this all the time, (leave someone off reservation). Alamo also stated they hear this alot.
Geez, What a nightmare. Weeks ago and I am still fuming.
I needless to say, will NEVER use EXPEDIA again, nor Grand Oasis Cancun. I feel very ripped off!!!
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