Just back from the nearly-didn’t-happen Cancun vacation (thanks so much for everyone’s well wishes and sympathies re: the passport saga). The resort was lovely and the vacation fabulous. And yet, we won’t return to that property. Why? A couple of customer service snafus that never should have happened.
This is an all-inclusive resort (read: all food, alcohol, tips and activities are included in the price). The resort has five dinner restaurants plus a large buffet and touts its “reservation-free” policy. So imagine my surprise when it announced that if you wanted to ensure seating at one of the restaurants or the “special” buffets for New Year’s Eve, you had to make a reservation, rather than the first-come-first-served policy that had been in place all week.
This wouldn’t have been a problem except that, in order to make a reservation, you had to purchase one bottle of wine for every two people from the “premier” wine list (think $75 and up). Can you say, “bait-and-switch?” Needless to say, hundreds of guests, including my family and me, were furious.
Other snafus? Tip jars in plain sight, employees soliciting tips, and horrendous, yes, bad-enough-to-make-me-walk-out, service in one of the restaurants. It wasn’t a … Continue Reading