This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
New Reviewer

Amresorts - Our experience

To whom it may concern, My family recently visited Sunscape Akumal. I feel its important that this chain be made aware of the experience we had, which was shared by many others at the resort. On arrival I was made to pay for my four year old even though its advertised kids stay free. This started our stay off on an icky foot considering how we were treated by the front desk but we moved on because we were so excited to get to our rooms and see the ocean! Once we arrived to our rooms (two of the higher end rooms offered) we immediately noticed some small things such as roaches and cigarette butts. My parents beach front door didnt open and when we called the front desk for a few items we were hung up on twice before being told yes they would bring what we asked for but it never arrived. I left to my room with my daughter who of course jumped straight into the pool on the way so I waited and watched only to have a security guard come up aprox 10 minutes later stating the pool closed at 8 and they had just treated the pool with chemicals. There were no signs, I had no idea the pools were closed (it was around 8:30) nor did I have a clue what my daughter had just jumped into. We immediately went to our room to bathe her of the chemicals but the bath wouldnt turn to bath mode, it kept popping up to shower so I finally got in with her to properly wash her only to realize the water was popping from extremely hot to extremely cold. At this point we were exhausted, dismissed the unfortunate start to our vacation and went to sleep. The following morning we realized we didnt have coffee so we went to our parents room to have some with them. They then told us theirs didnt work and they had requested a new one. The new one arrived two days later and it too didnt work. That day we hung out at the pool which had loud construction both on the third floor overlooking the pool and the pool bar area. We ignored it, had lunch at the buffet and went out on an excursion. On arrival back it was around 6 and we went straight to one of the restaurants to have a good meal. We were turned away being told it would take too long to serve the 5 of us. My daughter and I hit the buffet but my parents werent a fan of the food so they went to their room to order room service. They called us about an hour later saying the food hadnt arrived so we called the front desk to inquire. We were initially told the order had never showed in their system but after being passed around a bit they admitted to finding the order and that it would take an additional 45 minutes - the food arrived three hours after theyd ordered. Between the door to the beach not opening, the a/c going out and both of our rooms flooding when it rained, maid service showing up at 8pm, never refilling waters my parents were pretty unhappy at this point, considering the money they had spent. My sister and I made calls to the front desk, even went directly to them a couple of times only to be dismissed and well, quite frankly, lied to. It wasnt until my mother nearly slipped after her room flooded that my sister and I were at a breaking point and asked to see the manager. Twice he wasnt available but they finally let us speak to Alex, the assistant manager. This guy was rude, smug and dismissive. While he did refund the price for my daughters stay (which I shouldnt have been charged to begin with) - I wasnt pleased with his reaction to what I believe were understandable concerns. At the end of the day, besides the experience being anything but luxury the safety concerns should be addressed. After speaking with other guests I found theyd had similar issues plus some. After reading reviews, I saw people had previously fallen in the flooded rooms, had been scolded by hot water and had sanitary concerns. I personally was very upset there werent signed that indicated pool hours or warnings when theyd just been chemically treated. The staff is clearly sick of the complaints that come in waves of angry guests and it makes me question the management. Please do not make the mistake the employees at this property have made and address these issues before it gets worse! I will not be staying at a Sunscape property again and I cant with good conscience recommend it to others. While this may seem like a small blip to a large business, it counts and Im sure you want better for your guests. Thank you for your time, Cassidy Harden

User's recommendation: Just no.

View full review
ID
#2774747 Review #2774747 is a subjective opinion of poster.
Location
Tulum, Quintana Roo
Loss
$5000
Preferred solution
Let the company propose a solution