WORST VACATION EVER
I checked into the Reflect Krystal Grand Cancún to celebrate my birthday with 2 other friends. On March 15, 2019 when we returned to our room We realized that clothing items were missing from her luggage. Also missing from our patio area from room #110 were a pair of shorts. We contacted the front desk to lodge a complaint and to our surprise were informed that hotel staff had entered our room without our permission. They removed shorts from a suitcase and removed shorts from our patio. This happened because another hotel patron made a complaint that their shorts were on our patio.
Adriana and Paul who were working the front desk were rude and dismissive. Every time we asked for a hotel manager they said there was not one on duty. Finally after approximately 15-20 minutes of repeated inquiries Constantine came to the front desk and identified himself as the Manager of Security he said that he entered our room without our knowledge and removed shorts because someone else indicated that was their property. We were never notified of a complaint and were never notified that property would be removed from our room without our knowledge. Staff took the word of another patron without including us in on the details.
My friend wrote a report and allowed staff to search the room to prove the items were missing. Jomalyn and Constantine indicates we would receive a copy of the report upon search of the room. We never received the report. Jomalyn , Constantine and Adrian Hernandez never followed up with us. Originally, Jomalyn and Constantine stated that they would follow up with us within 24 hours. On 3/16/19 we approached the front desk and were told by Adrian Hernandez (entertainment manager) that neither of the individuals from the previous day were at work and that the investigation would take an additional 48 hours. At no time did anyone reach out to us to remedy this issue. Throughout the day we remained on the resort and Adrian (front desk attendant) indicated they looked for us at the bar and our room but they couldn’t find us. The day of the incident we offered to provide Jomalyn and Constantine with our personal numbers so we could be reached. She insisted that was not required and that she could find use anywhere on the resort. Our phone numbers and email address were on file and no one used them to reach us.
When we spoke to Augustin Pozo on 3/16/19 he tried to shrug off and minimize the theft that occurred. He stated there was nothing he was going to do. He insisted that other managers would be present to handle the situation on 3/17/19. However, today when we approached the front desk again to seek a solution none of the individuals who were supposed to be at work were present.
This by far has been the worst experience ever. I will be broadcasting on every social media platform to express my complete disgust with this resort and the staff. My birthday celebration was ruined! And I will never recommend anyone to stay at this property again. As a part of the Inteletravel Agency (Travel Agent) I will insist that they reconsider partnering with AM RESORTS. The morals and ideals that my business upholds is not consistent with how I’ve been treated.
This was only icing on the cake. When we first checked in there was a mildew scent in the room. We were told that the room had to be checked out before they allowed us to switch rooms. In the new room we made staff aware that the safe was inoperable with a low battery, but it was never fixed. That night we ordered from the tablet for the 24hr room service. An hour passed, then we called. They said 5 to 10 mins, but the food never came. We went to bed hungry.
On 3/16/19 while at the pool ordering a drink I witnessed a bartender not wash, but rinse a sink full of dirty cups out with only water and started to make more drinks in those cups. No sanitizer or disinfectant was used or poured on the cups or in the sink to rid of any bacteria/germs. That same night we made an attempt to enter into the on-site Italian restaurant, Risotto that did not require reservations, only to be told that there was an hour and a half wait with plenty of empty tables available in plain sight.
There are only 2 elevators on the resort the lights were blown out on one and someone was stuck on the other on 3/15/19. It takes a lengthy amount of time to get to your room via elevator. We opted to take the steps majority of our stay.
Lists of rude/dismissive staff lacking customer service:
Adrian Hernandez (Entertainment manager)
Adrian and Paul (front desk attendance)
Domingo (title unknown)
Constantine (security supervisor)
Agustin Pozo (front desk manager)
Failed to follow up/poor customer service/withheld information: