Unprofessional Manager who is in need of training
Posted Apr 11, 2017
I had 3 encounters with Mr. Ontiveras the manager at Park Royal Cancun and all 3 were highly disappointing. The first one was about not being able to locate 2 rooms that could connect with each other even though there were rooms at the hotel that could connect and that both rooms were booked and paid by same person at the same time. But I understood that maybe there was not availability. The next day the housekeeping lady told me that she could not change my bedsheets until I agree to pay a $30 laundry fee because my son wet the bed. It was 6 pm and I had talked to housekeeping 3 times throughout the day and they would not make my bed until I spoke to Mr. Ontiveras and agreed to pay the fine. I agreed to pay it because I felt that I was at risk of sleeping on the floor if I didn't since they would not make the bed. And the last time was at check out when he charged me $62 for a bracelet that my 6 year old lost. The bracelet was optional at check in and the hotel does not charge for 6 year old children. My personal opinion is that Mr. Ontiveras was greedy, very unprofessional, and non-personable. He lacked customers services skills and he cared about making money more than satisfying the customers or making anyone's stay pleasant. I would not recommend this hotel to anyone especially who has young children and expects to be treated with respect without any worries.
Comment from Hotel Management
Apr 13, 2017 by M Contreras, Hotel Management
Thank you for taking the time to share your concerns with us. We are very disappointed to hear that your experience during your stay did not live up to your expectations. Please know that our employees are trained to deliver exceptional service to all clients and we apologize if that was not the service you received. We will address the problems to ensure that they do not occur in the future.