From the moment we walked in our room we noticed it had not been cleaned properly. There was a used coffee cup on the desk, no trash bag in the trash can, a light hanging off the wall, and the mini bar had not been stocked. We called the front desk and they said they would handle it but only sent down a guy to stock the mini bar. We lost power one day, paid for wifi we could not use ( they offer free wifi only in the lobby, not your room.....I've never seen so many people in one spot) and the next day our water stopped working. Never did they send anyone down to fix these issues. They wouldn't give us a different room. The only thing nice about this place was the staff at the buffet. The food was okay, drinks were strong but we probably would not stay here again.
Comment from Hotel Management
28-May-2017 by Online Reputation, Hotel Management
First of all thank you very much for being with us and taking the time to write your impressions and suggestions to improve the service we offer.
We were very worried to know that their experience was disappointing and we felt very much that we could not meet their expectations. We will check all the points mentioned in your opinion to make the necessary adjustments as soon as possible, we are a company that greatly value the feedback we receive from our guests, we constantly strive to maintain the high level of service.
We will work to improve your next experience with us, if you can give us another chance to restore confidence in our chain and it will be a great pleasure to serve you in the best way possible.
We appreciate the time to leave your comments.
A cordial greeting,
Grand Bahia Principe Tulum