never been in a hotel with a service like this.
Posted Jul 16, 2016
Hotel didn't honor what we paid for the package. Shuttle from hotel to the airport was prepaid $76.00, but we had to take a taxi because the hotel rejected to give us the service. They said didn't have any shuttles that morning. our flight back to Houston was at 1:49, I spent 3 hours taking with the Expedia agents trying to solve the problem. They didn't do anything to help, the hotel employees either. It's like they didn't care at all, even do everything was confirmed in my printed documents from the computer. Spent more than two hours coming to the hotel after arriving because the driver didn't know where the Tucan hotel was located.
Second night, when I opened my bed to go to sleep (10 pm) the flat sheet had very a "notorious BLOOD mark" on it. I requested to change the sheets, 3 times, I had to wait for an hour, until the front office sent somebody to my room #501. No apologies, no respect for the situation at all.
The hotel we paid for is the Tucan hotel and beach club, but we had to walk 10 blocks to get there. The Expedia agent misguided us with lies and make us to pay for something we didn't buy. He affirmed us that our hotel was in the beach.
Unfortunately our experience is been horrible. Our room was not Deluxe, we paid for delux
I am requesting to be reimburse for the taxi ($46.00) and my money back for the prepaid Shuttle ($76.00).
You have no right to ruin people's vacation.
Itinerary # 7195161395666 Houston to Cancun, to Playa del Carmen
Comment from Hotel Management
Aug 8, 2016 by Yvonne Yah, Hotel Management
We very much regret his bad experiment we on this trip.
That we do hotel service charge when purchasing a package with the agency Expedia, Expedia us and takes over with any other contracted service (flight, transportation, tours, etc.)
As regards the lodging, the hotel provided the room reserved.
We were informed upon arrival that you expected a beachfront hotel and on the information published on the website of Expedia, does not say that are located in front of the sea.
To our knowledge you will be provided support in the reception for you to solve your problem, but I understand your discomfort when transportation did not come for you and I had to pay again for that service.
I suggested he hire your travel agent to solve it.
Once again we offer an apology for having had a hard time with this experiment we but was out of our hands.
I send a cordial greeting,