Posted Oct 9, 2016
It was a bad experience, we didn't get the rooms we paid for and we had to spend basically 3 days in the reception begging for those rooms. They said they give what they have available only, l said l reserved 3 double queen Royal Elite Superior rooms with Ocean view, l didn't get the view or the double beds, they said it was the Expedia's responsibility because you should know what they have. And they were all over us every day trying to sale the timeshare, I said I NO l could not spend a penny more, they didn't do anything for us and they still wanted me to go to their presentation really bad. The timeshare seller talked to the manager about my situation trying to persuade me to buy and we finally got an upgrade of 2 of our rooms, 2 one bedroom that should have been double beds in the first place. I spent half of my vacation sleeping in one bed with my wife and 2 kids! I'm not happy about that! After that the seller was literally following me all over (restaurant, aqua park) pushing me to go to their presentation, l did it since he helped in order for me to get those new rooms, so l felt compromised to help him. Of course l didn't buy anything but they pushed me and my wife (and babies) to go to a long timeshare presentation. They made me sign a paper saying l was pleased with the rooms they gave me and l was, l am not going to lie, but they ruined my vacation too. l'm not going back to Sandos Caracol ever agan and I'm not happy with my booking experience with Expedia either
Comment from Hotel Management
Oct 18, 2016 by The Management, Hotel Management
Please receive our kind greeting. We would like to thank you for the effort you took in writing this review. Our guest’s comments are very important to us, as we consider them as significant feedback on our performance and provide us with great ideas on how to improve our service. We would like to extend our sincere apologies for the persistence of our staff member. Rest assured that this situation will not be overlooked.
We sincerely hope you give us a second chance to change your mind about the image you took back home about our resort.