Playa Hotels And Resorts Reviews

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We stay at sanctuary cap cana

We upgraded our room for 1295 us dollars .we grt in there and te bar by swim outs was closed we ask 5 times to be moved and was never even contacted back .we spent over 5500 on vacation and couldnt even get in beach and couldnt swim because no way to get a drink except beer and we dont drink beer,construction noise all day and they never would move us and we want compensation for this

User's recommendation: Beaches are no good ,no bar for swim out ,no water sports at all .not good for money at all.

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ID
#2968482 Review #2968482 is a subjective opinion of poster.
Location
Oviedo, Florida

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CHARGES

Hi, I wanted to speak to a human being about charges in my credit that will be made in advance to my 11 days stay. I would rather pay at the hotel cash in USD. I have a reservation but if i cannot pay in this way i will cancel cause i cannot pay with my credit this amount of money. In my country credits cards don´t have that kind of credit limit. Thank yoU.
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ID
#2480367 Review #2480367 is a subjective opinion of poster.
Cons
  • Different offers in official different websites
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Let the company propose a solution

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Review of our experience

My family and I recently, 8/25-8/30/2020, stayed at your resort (The Jewel Grand, Montego Bay Jamaica) and I wanted to offer you some feedback. Originally, we were scheduled to arrive on Monday 8/24 however, our flight was cancelled due to weather. I called the resort and the front desk staff member I spoke with was very understanding and accommodating she ultimately explained to me that the day/night we missed would be credited back to us upon check-out. Upon arrival we were promptly greeted by the doorman and our bags were stored while we checked in. After sanitizing, we were escorted to the front desk for check-in, we had reserved a 1-bedroom deluxe ocean view suite. We briefly considered upgrading to the penthouse and were allowed to preview it prior to making our decision. Our impression of the penthouse was not so great immediately upon making entry we were met with a strong mildew smell. Walking through the penthouse was impressive, it was very large and very nice. We then went onto the balcony and saw the hot tub it was filled with greenish water and looked as if it had not been cleaned in a long time. We opted to stay with the room we originally reserved C1007. At check-in we were advised that the resort was having a dinner buffet this evening prior to a African Dance show with the Harmony dancers. We opted to give it a try. Prior to dinner we spent some time on the beach. While on the beach staff members were setting up the stage for the performance. The staff members had music playing at a volume so loud that we could not hear each other speak and were forced to relocate to make matters worse a lot of the music had profanity in it. I was shocked by this considering the resort being a family resort. We cleaned up and went to the dinner buffet our first experience with the food at the resort. We are all meat eaters and gravitate right to the roast beef and whole roasted pig both were over cooked and dry. My wife had a shrimp skewer which was also over cooked. Our son, 8 years old, had some pizza and was happy. I moved on to the BBQ ribs and chicken! I was quite happy both were moist and tender, and the sauce was delicious. After dinner we moved to the show throughout the show the music was uncomfortably loud and the show itself was a little surprising for a family environment there were depictions of violence and inappropriate dancing males and females grinding on one another. We ended the night with a scoop of coconut ice cream!!! Fantastic!!! Day 2 Wednesday 8/26 We all slept well and woke up ready to enjoy the sun, beach and pools. We were all blown away by the beauty of the resort. The exterior landscaping and visual presentation are exceptional. We first made our way to the breakfast buffet. All the made to order foods (pancakes, French toast, waffles and omelets) were delicious! Everything else that was premade and supposed to be hot (eggs benedict, scrambled eggs, bacon, sausage etc) were notthey were lukewarm at best. Throughout our stay the stay beach and pools never disappointed! They were the highlight of the trip. Lunch was ordered from the Pelican grill and my son and I loved the roasted jerk chicken we had it every day for lunch. My wife had a chicken wrap and she was pleased. The afternoon brought about a 30-45ish min rainstorm in the afternoon. We made our way to the room and enjoyed a movie together till the clouds moved out. By the time we finished our movie and got ready for dinner several hours had passed. We made our way to steak house Le Bouchen. Upon leaving our room we immediately noticed that the outside walkway still littered with puddles, wet spots and was quite slippery. While waiting for the elevator my son slipped fell and was within inches of hitting his head on the tile floor. Luckily, he was only a wet and scared. We arrived at the main building and I explained what happened to the guest services lady. She was extremely apologetic and concerned. She stated she would have some up there ASAP to get the water cleaned up, sent us a 3 pack of cupcakes and a bottle of wine which we never opened (I dont drink alcohol) it was a nice gesture. Dinner at Le Bouchen was good easily our best meal. We had the lamb, shrimp skewers, and the filet. After dinner we watched the Michael Jackson show..unfortunately it was more of a comedic rendition. We left after a few songs. Day 3 and 4 Thursday 8/27 and Friday 8/28 were both absolutely beautiful weather days, but a repeat of the things Jewel Grand is missing the mark on: - Breakfast buffet made to order items were good and none made to order items were lukewarm at best some were actually cool. - On Thursday Lunch was again ordered from the Pelican grill my wife approached the bar near the pool behind the main building and asked if she could order food there the bartender advised her NO and directed her to walk to the other pool and find a waitress or order directly from the Pelican Grill this was a total shock and disappointment to us we are on vacation why are we essentially waiting on ourselves?!?! - Dinner on Thursday was at the Pierside restaurant (Hibachi) the chef was great and put on a wonderful performance and the food was good. The A/C was broken in the restaurant and it was quite hot. The 2 portable units were not enough to cool the space and were loud. - Dinner on Friday was again at Le Bouchen and again did not disappoint! This time we had a Ribeye, Filet, and the lamb all were fantastic. Friday evening was another show international dances. The actual show was the best of the three we saw.until the end. The DJ/announcer introduced each dancer and allowed them to perform a little solo dance. The 8 ladies went first, one at a time. Each dance became more raunchy then the previous! In my opinion what should have been PG evolved to easily into R rated territory! If I had a daughter there is no way I would want them seeing this or thinking that is how they should be dancing! Completely inappropriate!!!! Every night we went back to the coffee bar for more of that coconut ice cream and unfortunately it was never there again. The final disappointment was coffee creamer or lack thereof! Each morning we went to the coffee shop for our morning coffee and each morning we were told that they only have milk or powdered creamer coffee and not half and half or creamer. We found this to be very strange and highly disappointing. What made it even more disappointing was we spoke to a waiter at one of the restaurants and he told us that the resort does in fact have creamer and that there are a lot of lazy employees there that will get away with doing as little as possible. I was blown away by this. There were three all-stars of your staff that really stood out to us. Two (2) of them were at the Le Bouchen restaurant Peter and Mario were both professional friendly and eager to please. Also, Kemar (beach sports) went above and beyond to accommodate all the beach goers who wanted to utilize the equipment or go for a ride on the HobieCat. He was fun, friendly and really taught us a lot about the culture of Jamaica. I hope this feedback is used to help the Jewel Grand raise its level of service and customer satisfaction!
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ID
#2144424 Review #2144424 is a subjective opinion of poster.
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Lies, Lies, and more Lies

We signed up for the vacation package and we were lied to from day one. We were told one thing and then another. They convinced us this was a great deal, but it is not. Do not trust these people, all they know how to do is lie. Nothing but dishonesty from this company. I regret ever talking to them. Please pass this on, so no one else will be taken advantage of. This is a very bad company. We have tried to work with them, but they are rude, ignorant, and unworthy. DO NOT GET INVOLVED IN THE SCAM THESE PEOPLE ARE PUSHING.
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ID
#982463 Review #982463 is a subjective opinion of poster.
Service
Playa Hotels And Resorts Vacation Package
Pros
  • Hotel
Cons
  • Real resorts
Reason of review
Not as described/ advertised

Royal Cancun Rude Management

We booked a trip to the Royal through Vacations to Go for 7 nights at the Royal Cancun. We had to change our trip because of a family emergency surgery - ended up changing it to 6 nights, but paid extra to change it. Long story short, we ended up flying out the evening before because of weather and were told we would have to pay a full night extra to check in after midnight. Upon our arrival at the Royal Cancun, we tried to explain our situation to the hotel, which was in no way helpful or courteous to our situation. We opted to stay in our friend's room for the evening until our scheduled check-in the next day, but the resort refused to allow this. Not only did they insult us because we didn't want to pay full price on a room for one night (The lease expensive room for the evening that was available was $800) and then they would downgrade our room for the rest of the trip (not sure why) or we could pay $450 to share a cot for the night in our friends room. When we asked for the manager, Louis, he told us, "The guests we have that stay here, can afford to pay for it". Then they actually wanted to hold our passports for the night, for no explainable reason. We told them we refuse to give them our passport in a foreign country and found that policy ridiculous. We ended up paying the charge for evening, to avoid further conflict after our long flight. I was appalled at how they treated us, and then didn't care at all about customer service, not what we expected form a 5 star rated hotel.
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ID
#220526 Review #220526 is a subjective opinion of poster.
Location
Tarrytown, New York
Loss
$500

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