1/5 Terrible
Traveltheworld, Boston, MA
Traveled with partner
14 Oct 2020
Disliked: Staff & service
Honestly, the property looks very beautiful online. Unfortunately, never made it there. So this review is more to speak on management of this property. We were to arrive there same day a hurricane was expected. We did not know and I booked this hotel the same day due to my original booking being cancelled for the same reasons. However, that hotel was very accommodating and refunded us due the fact they were shutting down and could not accommodate us.
Gramercy Tulum could not do the same. Instead they sent us to another “sister” hotel to accommodations that did NOT match what we paid for. We were at this sister property for no more than 2-3 hours before checking out to go elsewhere. As I explained to the manager of Gramercy who sent us that I was not happy. She kept saying they had a “no refund” policy that accepted. Yes I also booked Gramercy Tulum and is not what I got. I’m still fighting with them to get my money back for services NOT rendered. We didn’t stay at either property and they are refusing to give us a refund. Taking advantage of customers will get you nowhere. I travel a lot and what matters most not only how you’re treated in good times but also unprecedented times. Horrible experience. Wouldn’t book there again. Poor management!!
Stayed 3 nights in Oct 2020
