4/10 Poor
Monique
Traveled with group, Traveled with family
Jul 26, 2024
Disliked: Cleanliness, staff & service, property conditions & facilities
We stayed for girls trip 6/20-6/24. We used to love staying at Monte Cristo yearly until this year. We had a terrible experience. Our villa was supposed to be ocean view which it was not. Our Villa faced all dead bushes with no landscaping. We found cockroaches in the master bedroom and by the front door. Lower bedroom had no hot water. We had no phone service the day before we were leaving. We addressed all these concerns when we arrived to Alejandro Guzman, the guest service experience manager.
Several times I asked for a supervisor or general manager and was told each time that there was no one on site. I sent two emails since we have arrived home to Alejandro and he has never once replied. Needless to say this will be the last time we ever stay at this Pueblo Bonito Monte Cristo.
We asked for a different room or a credit and was told they only had one other room open, on the 3rd day of our trip that was no better.
I reached out over a month before we arrived to see if we could get the same villa we had in the past, there was no response to that.
I have sent so many friends/family to this place in the past
Would like this email to be escalated to someone who cares.
Cheryl Sommer
Monique
Stayed 4 nights in Jun 2024