Misleading photos on website & resort credit scam
Posted Oct 9, 2016
We booked the "Preferred Ocean View Junior Suite" and we were given a room that was not a suite & had no ocean view, tiny TV, bad picture, dark room. Our view was mostly a pool & trees (photo attached). The "Preferred" section appears to formerly be another resort & is substandard to what is shown on their site & Expedia's site. The "preferred section" was full of loud occupants, where the main Secrets Resort seemed virtually empty. It was really confusing & disappointing.
When I approached the front desk for a room change, I was met with denial & debate. I showed the front desk pictures of what is shown on Expedia's site (also on their own site) compared to actual. A clear mismatch, he seemed to do his best acting job to not admit what was clearly a bait & switch. He blamed the Expedia marketing team, but I also checked their site & knew they were the same misleading photos for the "suite" that we booked.
I'm an Expedia Gold member & when I contacted Expedia to show them the photos & complain about our situation, they were impressively accommodating. They contacted the hotel manager & we were upgraded to a "Full Oceanfront" room. We heard two other guests complaining about similar misrepresentation. The hotel is aware! SO BEWARE! The food was subpar. Sushi was nearly inedible, not fresh or tasty. We are sushi junkies & we left with our plates full. We were happy to leave to get great food in Tulum!
The resort credit is misleading. We didn't use any of it.
Comment from Hotel Management
Oct 22, 2016 by Management area, Hotel Management
Thank you for taking the time to write an informative review.
We are very concerned to know that your experience did not live up to our usual level of service offered at Secrets Aura Cozumel. We are vrifying our web page to do the ncssary action to avoid this incidents.
We sincerely hope to welcome you to Secrets Aura Cozumel on a future occasion so we can have the opportunity to redeem ourselves providing you with the service you deserve.