Where do I start. Lets see. How about the flight to Cancun. Our 4 hour and 52 min flight turned into a 10 hour plane ride. Navigational problems with the airplane. When we arrived in the evening instead of early afternoon, and had our first day gone all we wanted to do at this time was crawl into bed. Unfortunatly we were unable to do so because my family had been split up into two seperate hotels.
Because my oldest son has the same last name as my mother they had the two of them in a king size bed. Somehow they must have figured that a 13 year old boy could be married to a 71 year old woman. Don't they ask ages when booking??? Of course they do!!! how do they know how to charge us accordingly. My husband and I and our other 2 children were put into a totally different hotel.
1st night- spent apart from some of our family
2nd day - spent part of the morning trying to rectify accomidation problems. Asked to be put into the hotel we payed for. And to have my mother moved to a main floor room as she couldn't do the stairs. We were all moved to appropriate rooms and the right hotel after threatening they were going to make me cry on my holiday. We get into our room on the 2nd floor and the toilet didn't work. We complained for the next day and a half.
Day four- Toilet has been fixed over and over for two days in a row and we could only get one flush after they came to fix repeatadly. On this evening our door lock would not work. We walked to the front desk and told them we could not get in. They gave us 2 new keys and told us to go try again. We did and could still not get in our room. They said it was the battery.
It is now 9pm and my kids are tired and can not go to bed. We waited patiently for them to get new batteries. They returned and changed the batteries but the door would still not open. They started to pry off the door frame and jimmy the door open. It was then that I asked a family member who was visiting to speak to the guys in Spanish and tell them that the balcony door was open and all they had to do was get a ladder. They smiled and we were in our room for the night. Or so we thought.
We were told one of us had to stay in the room at all times as the door was still not working and will not open by a key card. We were dumbfounded. The next morning we went down to the front desk to ask for another room AGAIN.
The men at the front desk who spoke perfect english when we arrived had forgotten the language all of a sudden. He sent my husband and I on a wild goose chase for over an hour. Giving us keys to rooms to look at that didn't exsist. We walked and walked the entire resort looking for the room number and even had a bell boy help us look.By 2pm we were in our new room (not any of the non-exsistant rooms we looked at) on the third floor directly above the last room we were in. It was beautiful. You could see the stars right through the ceiling in the bathroom where the pipes run. We could hear the new family who was put into our old room complain about the toilet not working. Haha Not funny!!
Called Sunquest the 2nd Day we were there. Our rep was off for the day. A day later we spoke with the representative (Sonja)(who is Canadaian to boot) and she said they would let Canada know. What the hell is that gonna do?
Day 6- My son went and played some tennis. Being 13 and never playing it before he got rambunctuous. Lost 2 balls. OMG!!! Can you believe they wanted 5 American dollars each? Don't worry I didn't pay.
Last day, My seven year old daughter asked if she could get one last smoothie before we left for the airport. Bags were all at the front desk waiting for our ride and she came back with a drink. She drank about a quarter to half of her drink and said she felt dizzy. You guessed it. ALCOHOL. Needless to say I just wanted to go home. We fed her a ton of water and led our tipsy 7 year old to the airport.
Some people would say it was the hotel that was the problem. Even so, we book through a company that takes our money and makes money from us. They should be responsible for any problems. If they feel it is warranted then they should go after Cellusima Hotels for a refund and give it to me. Let them do all the dirty work. Isn't that what we pay them for?
Let me say this. We went to the same hotel one year earlier with Signature Vacations. It was a beautiful holiday with absolutly no problems. I will never ever travel with Sunquest again. My husband and I with our children saved for a very very long time for this vaction with the kids. We knew we could only do one vacation with the kids and chose Mexico. We will never ever be able to afford to take them away again until they are all adults and can pay their own ways. I would never except a voucher from Sunquest. If there is anyone out there who can get me my money back, I'll be waiting.
Carrie
Red Deer, Alberta
Canada
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