I have already posted my comments , but wanted to go directly to station.
My trip was to Cancun, Mexico for me an my Family in July.
We were booked by Circle Travel in Laurel Springs NJ with Apple Vacations. The hotel we were at was the Oasis Viva Beach and we were told by the Travel Agency that it was a 4-5 Star hotel according to the brochure and she was going by Apples' recommendations.
When we arrived at Cancun,Mexico
we had to look for an Apple Rep at airport and finally located one with broken English and told us to Tip the Driver 25.00 per person because he didnot get paid by Apple, keeping in mind that he had an Apple Van.
He was speeding so fast to get to every hotel, I looked at Speedometer he was going between 80-90 mph in a 40 mph zone. We could not wait to get out of the van.
When we arrived at the hotel , check in time was not til 3:00 and we understood that so we would check it out and possibly go on the beach. When we walked in there the temperature inside was pretty close to outside( 90-100 Degrees), No Airconditioning. We sat at the bar and only had choice of Corona beer, Margarita, Pina Colada and Zup and Pepsi but it was all warm. We had asked the man at front desk where the restaraunts and we only had access to 2 and were promised 5. We went into the one restaurant with a buffet and the food was not cooked properly, and perishable food was left out in the heat with no ice or cold and that was also a restaurant with no airconditioning.
We checked out the beach and had seaweed , cigarette butts and it actually looked like there had been a severe storm down there and no cleanup was done. And were told could not go beyond a certain point which was access to the hotel.
Got into our rooms and the Airconditioning was not working so we called at Front Desk and stated would have someone look at. Meanwhile we took a walk around and went on the beach and came back to the rooms and noticed the airconditioning was still not working so we took showers and had no hot water , the TV did not work properly and had live wires out of the sockets. Then the Electric went off. We went back downstairs to search for an Apple Rep.
Now when we got there in the beginning we could not locate an Apple Rep at the hotel, and we had to have someone search for her. We finally got a hold of a woman with a British Accent named Dani. She stated she would see what she could do but it was the hotel. We explained to her we would give them a chance to fix or we would like her to find us another hotel because all the rooms there were booked.
She told us she would see what she could do, but if she could not she asked us if we wanted Airline out but it would be at our expense. We were determine to have a good time ,so we said please just find us another hotel.
But in the meantime she was showing us a brochure of activities and trying to sell us these activities but needed a credit card. We stated for what because in the package it was showing certain activities that were included in the Apple Vacations package. She told us no.
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You have to pay for these, your Agency told you incorrectly.
We were so agravated we told us how soon can you get us a another hotel. She state to see her in the morning around 8-8:30 and she will let us know for sure.
We went to dinner at another restaurant there and it was ok but not the kind of food we were expecting. We were promised in our package, several different types of cuisine but it was all made Mexican style and did not look healthy to eat. We mostly picked out the food as not feeling comfortable in what we were eating.
We finally were so aggravated we went back to room where air was flowing slightly and tried to sleep, we woke in the middle of night and air went off again.
We waiting til 8:00 am and tried to look for Apple Rep but also let the front desk know about the air again. Meanwhile we were approached by a Customer Service Rep for a Resourt and Spa and stated she felt bad about our ordeal and offered us a free day at the Spa if we would come in flash a credit card and listen to a presentation. They lady was very nice , so we asked her what was the deal with no airconditioning and she stated the new owner is a Cuban and wants things to be run like Cuba and does not believe in Airconditioning.
We talked to Apple Rep and stated there were no bookings at any other hotel until the night we were do to go back and she could not promise us free transportation there once it was available, we would have to pay for that.
She did state that we could get Airline out but our expense , but by then we were so upset we wanted to leave.
We had only an hour to gather our things and go to front desk to check out.
We checked out and explained we had a terrible time and they acted like they could care less. Also gave us a bill for Beach Towels that we gave back and I told them we gave then to the boy at hut where he collects them. But told us we had to pay. Then I noticed another charge for something we did ot recognize. They were charging us for a donation toward their children foundation. I told the girl there is no way we will pay for that remove it. I also asked for a receipt that we paid for the towels but told me we could not have. We just wanted to get out of there so we went to front and left in Van that stated Apple on it and went to Airport and went back to the United States.
I have been to other areas outside of the US but never in my life have we been so mistreated and humiliated and Frauded.
I would never make another trip to Mexico.
When we were waiting to board the plane we ran into 2 woman from the hotel who were going home also. But were detained, because their driver was stopped because of speeding and arrested and they had their passports in their luggage they almost got arrested but were only detained and almost miss their plane.
And several people there were stuck in a airport for over 24 hours due to the fact that the hotel screwed up their times for pick-up and they missed their plane and were not put up in a hotel til corrected.
I know this is hard to believe , but maybe not. Because I was also advised by someone else that she went in August and the stay was worse.
There are scams and frauding that we cannot begin to imagine. How long do we let it go on before we take action. And what kind of action can we take against these big corporation.
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