A nightmare of an experience!
From the beginning the experience was less than desired. I travel a lot. Have taken many cruises as well as trips out of the country and this trip fell way below my expectations. I originally asked for a swim up room in the family category. Amy Cate told me it was not available for my dates. I then screen shot her the room I wanted available on a travel website. So I get the excuse that they play by different rules. Then I have to send her a link to the resorts website to show her that the room I wanted is available for my dates. It was at this point that I no longer wanted to work with her. Unfortunately since this was for a wedding I felt as though I had no other choice. The day of the wedding she contacted the bride about an issue with my son's room instead of handling it herself. Because of this I did not feel comfortable expressing my concerns while at the facility, as I did not need her doing anything else to ruin the brides special day. As I stated in my email to Amy after returning home from the wedding, the place was far from a luxury resort. The room had an awful smell when we got there. It smelled like mildew. Our trundle bed was not prepared and after several attempts to call, I finally went to the front desk to ask that it be pulled down for us. ( I found out the guests in the adults only side had a butler that they could text, we did not have this option) We had a meet up and dinner that night. When we arrived back to the room ready for bed, there was no bedding on the trundle bed. My husband ended up laying on it using a towel as a blanket. I was sick that night throwing up from eating the room temperature food at the buffet that day. I had to get up the next day and go to my daughter's wedding feeling terrible and exhausted. I really wanted to leave that next morning and go home , but could not as it was the wedding day. I got through the wedding but was scared to eat much that day and didn't even have wedding cake. The next day I picked at some food and would have loved to have some indoor activities because it was so hot and I still didn't feel good, but they didn't have anything I could find. Everywhere I went was so hot , I was miserable. I took a hand fan into the restaurants to try to keep from sweating. After another day of misery we decided to pay to change our flights and leave a day early. When we told the front desk they never even asked why. Once I got home I explained my experience to Amy and asked for a refund since we left early. She seemed sympathetic and said she would see about it. In the mean time I had left an honest review of her service and it got back to her. She then emailed me letting me know she got confronted by her VP about the feedback and then was no longer helpful in getting and refund. I would think a reputable company would try to at least get a refund for the night not stayed (if not more) for the terrible experience. Anyway, since then I have taken other measures to get some money back only to be met with more lies from the resort and your company. This has truly been the worst travel experiences of my life, not to mention leaving a scar on what should have been a special day for me and my daughter. In addition, when I reached out to Amy after returning to talk about a refund, she then went and told my daughter about it causing her to get upset again. This should never have happened. I would never recommend working with this company and whatever you do, do not book a stay at Majestic Elegance Costa Mujeres in Cancun. It is a total tourist trap!