Miriam B.

Checked in 10-28-2016 to celebrate our Anniversary Reservation was made for the sian ka'an room (upgrade). Went up stair to the room. No balcony no pool no Jacuzzi. We went back to concierge to see what happen with our UPGRADE they said come back tomorrow at 3pm and they will switch our room. Went the next day@ 3pm room wasn't ready waited another 30mins finally Ms Miourey came to help us. We was given our upgrade room key went upstairs and their was a couple In our room having a glass of wine. They GAVE US A ROOM THAT WAS ALREADY GIVEN TO ANOTHER COUPLE. Went back to concierge for an explanation. The girl with the scarf (forgot her name) Brushed me off and told the guy in Spanish she didn't care. Mind you. I speak Spanish. WORST EXPERIENCE EVER... We travel at least 4 times a year and I've have never in my life experienced this type of customer service. I will travel to Cancun again but I will definitely stay some where else. It's funny we spent so much time in the concierge office we met 5 couples that was experiencing the same situation with the up graded room. People should never be treated this way. SAD