Temptation Resort Spa Cancun

We arrived to the resort very excited to be on vacation after the type of year 2020 ha been. Found our room to settle in for the night , then quickly realized that the AC was far from working properly. We called the front desk, in about an hour or so a tech came out to look at the unit, said it was fixed and left. We got up the next morning to began our day , left and upon returning the door to the room wasn't working. We had to return to the concierge desk 3 times, consecutively, just to get in our room and when someone finally came to let us in not only did the door not work , but the AC again was not working. We were told someone was coming to fix the door and AC. No one came that evening even after calling the front desk 2 more times. At that point we were just exhausted and went to bed for the night. The next morning we headed back up to the concierge desk again( at this point we were at about half a dozen visits to the front desk in 2 days) to inform them that we still couldn't get into our room and the AC had not worked since we got to the resort. We asked for another room at that point and instead were told that it would all be fixed. We went about our day, the whole time we're just trying to make the best of things considering this was our first vacation together and we just needed to relax . Also, taking in consideration that I manage a boutique myself, I'm trying to be understanding and patient. We went back to our room and the AC was still not working for the 3rd day straight. Maintenance came down, the ac was not fixed and we were informed the manager would contact us within the hour , he did not. I had to go back to the concierge desk and get him myself ,this was my final straw. After, strongly expressing to him what had transpired over the past 3 days , we finally got a new room for the last night of our stay. During all of this chaos we weren't even offered an apology until I went and sought out the manager personally. All we were asking for was AC, access to our room and general customer service, all 3 of which are offered at the most basic 2 star hotels, but apparently not here at this 4 star hotel. Before we departed in the morning we made it a point to meet with the general manager, again we had to seek him out ,management never attempted to reach out to us and we informed him of our horrible stay. I was also not impressed with this interaction, very little to no effort was given to earn us back. I would never recommend this resort.

I’m from Texas, where right now restrictions are just ruining social life and I think hiding behind a mask is becoming too common. I booked this trip before corona started and almost canceled but I’m sure glad I didn’t. I met some amazing people, had an amazing time. The play makers keep you entertained and the party never stops. Mar in particular was definitely a great time and always had my group laughing and loving every minute of the trip. We’re talking about going back next year already.!!!

Pamela provided awesome customer service! I came to her with an issue And she resolved it the issue without hesitation. She made sure we celebrated my husband’s birthday in a major way! Thank you Pamela for your hospitality!