Hotel not as described

Sala

I booked a honeymoon using a travel agent / broker. I was offered a great deal on the lunch of a new hotel. Obviously there were no reviews since it hadn't opened but the website looked amazing and I booked. From my own research I later discovered it was previously a different hotel, was still operating as it, had terrible reviews and was only closed for a week to "renovate". I would certainly have never booked that other hotel. The first tripadvisor reviews were appalling and the hotel managed to get them removed today and the page was blank again. They also won't answer an questions, I have email 4 times over the last month and have no reply.

I have been considering changing hotel which will cost me a lot of money as I got a good opening deal and prices have gone up for other hotels now as it gets closer to the time. My travel agent assured me it's nearly all operating and thy are a great chain.

I don't know what to do now - cancel or go. If you show up and a hotel is not as advertised would you have to rebook somewhere else at your own cost (which will probably be astronomical on the day) or is there room to negotiate with the agent who sold it to transfer.

schemingbohemia

I would have thought the whole point of using a travel agent was to allow for a bit more wiggle room. I'd get on to them again and see what they can do for you.

Tripadvisor isn't the definitive review of a hotel, maybe check reviews of other hotels in the chain to see how they generally are. Once you get there your options are limited, maybe your booking isn't cancellable without a cost so you need to check that first.

Sala

schemingbohemia wrote: »

I would have thought the whole point of using a travel agent was to allow for a bit more wiggle room. I'd get on to them again and see what they can do for you.

Tripadvisor isn't the definitive review of a hotel, maybe check reviews of other hotels in the chain to see how they generally are. Once you get there your options are limited, maybe your booking isn't cancellable without a cost so you need to check that first.

Other hotels in the chain look great. The problem with this is that, unbeknownst to me, it was operating as the old (and apparently run down) hotel up until the "launch" date aside from a week or so it closed. As far as I can tell the renovations comprised of a bit of paint job etc and renaming the restaurants. The renovations appear to be ongoing around the guests. The level of room I booked and paid more for is not available although I was assured everything will be ready when I go - I would have though everything would be pretty much ready when they had their grand opening.

Maybe I was foolish to book it but I thought I was getting a deal based on the fact it was new launch - rather than based on the fact it was not up to standard yet.

Yamanoto

Any chance you can name the hotel /chain?

Others on the forum may be able to offer some insight on the property itself & either confirm your suspicions or put your mind at ease.

schemingbohemia

When are you going? If it's a few months away then you'll be grand. Closing for a long period during their presumably busy period probably wasn't an option, if the rest of the chain gets good reviews then I'd be happy with that, it can take a bit of time for new acquisitions to come up to standard but if you're not going for a while i'd chill out.

Sala

schemingbohemia wrote: »

When are you going? If it's a few months away then you'll be grand. Closing for a long period during their presumably busy period probably wasn't an option, if the rest of the chain gets good reviews then I'd be happy with that, it can take a bit of time for new acquisitions to come up to standard but if you're not going for a while i'd chill out.

I'm going in 5 weeks! The review are very mixed but the fact that it appers not to be renovated is not really what I signed up for. The reviews seem to be consistant in that the rooms booked and paid fo are not available, there is not hot water (1), no air con, and some of it is not revamped and is smelly and dingy

I certainly would never have booked the hotel operating under the old name had I see it. I also don't think think the deal is brilliant since, although it's cheap, it doesn't appear to be good value.

schemingbohemia

Well tell your travel agent that you're not happy and see what they can do. Tell them that's why you went to them to get a quality service and that you could've booked somewhere bad yourself!

Sala

I asked the travel agent about it. She got onto their rep and said mot of it is operating, it's a great chain, and it will b fine. But the reviews are coming through and many are very bad.

I emailed the hotel 5 times at three different addresses (reception, manager, concierge), the first a month ago, sent two facebook message an one tripadvisor message to the concierge and no one replies to me.

schemingbohemia

Sala wrote: »

I asked the travel agent about it. She got onto their rep and said mot of it is operating, it's a great chain, and it will b fine. But the reviews are coming through and many are very bad.

I emailed the hotel 5 times at three different addresses (reception, manager, concierge), the first a month ago, sent two facebook message an one tripadvisor message to the concierge and no one replies to me.

Sorry I don't understand this, either tell the travel agent you want to change or don't.

What are you expecting the hotel to actually tell you? That their hotel is only half finished and that you shouldn't stay there?

Sala

schemingbohemia wrote: »

Sorry I don't understand this, either tell the travel agent you want to change or don't.

What are you expecting the hotel to actually tell you? That their hotel is only half finished and that you shouldn't stay there?

No I had some questions I wanted answers too, but lack of reply makes me think it is poor service.

Flippyfloppy

Surely you're within your time to cancel?

Sala

Flippyfloppy wrote: »

Surely you're within your time to cancel?

I don't know. I emailed and asked had it been paid in full, but they said it would cost a lot more to move, and got onto the rep and told me what was up and running like restaurants etc (it's all inclusive). They also said it will all be good to go when I arrive in October, but I suppose the people there now thought it would be good when they arrived. Because it only launched on the 1st was giving it time but the review are such a mixed bag I'm still torn about what to do.

I did see on tripadvisor someone said they are offering free cancellations (not a great sign I suppose!)

I was more concerned if I show up and it's nothing like it was sold, have any wiggle room to transfer

Flippyfloppy

Well you should have got a contract? In the absence of receiving a contract there is probably laws regarding cancellations.

If you want to post the name people here could check it out and tell you what they think?

golgi

Sala wrote: »

I don't know. I emailed and asked had it been paid in full, but they said it would cost a lot more to move, and got onto the rep and told me what was up and running like restaurants etc (it's all inclusive). They also said it will all be good to go when I arrive in October, but I suppose the people there now thought it would be good when they arrived. Because it only launched on the 1st was giving it time but the review are such a mixed bag I'm still torn about what to do.

I did see on tripadvisor someone said they are offering free cancellations (not a great sign I suppose!)

I was more concerned if I show up and it's nothing like it was sold, have any wiggle room to transfer

Why take the risk of showing up to a possible dump ? You should cancel now while you still have time. Change hotel and then you can relax for the next few weeks rather than worrying about it.

Gatica

+1 to this. You're not only risk having the bad hotel experience you think it is, but you're also giving yourself 5 weeks worth of grey hairs over this.
A holiday should be relaxing, not stressful. I don't know what your contract is or how travel agents operate, but you should outline to them clearly what your issue with the hotel is and them telling you they heard it's fine, isn't good enough. Tell them to cancel it and rebook another hotel, if you can afford to do so. Even if it costs you more than this good deal, surely it's better than ending up in a smelly dingy hotel without hot water or air con?

BenEadir

Why don't you post a link to the hotel so people here, who are experienced travellers and/or work in the hospitality industry, can give you an informed opinion?

Sala

BenThere wrote: »

Why don't you post a link to the hotel so people here, who are experienced travellers and/or work in the hospitality industry, can give you an informed opinion?

Thanks.. It's this: http://www.tripadvisor.ie/Hotel_Review-g150807-d671540-Reviews-Dreams_Sands_Cancun_Resort_Spa-Cancun_Yucatan_Peninsula.html

The reviews are either great or awful. Obviously there's not a lot there but I was following forums and facebook too, and they are also a very mixed bag

Flippyfloppy

I would try book somewhere else OP! If anything you'll arrive looking for faults!!

schemingbohemia

I think more of the great reviews are from people giving their first review which would make me suspicious. I'd change OP as the poster above said you'll only arrive looking for faults. It's your honeymoon, make it special.

BenEadir

Seems like this review summarises things pretty well:-

"We checked into the hotel on the day of the re-opening. From the price we paid we knew we would need to accept some growing pains. It was well worth it. This was our 9th trip to Cancun and around our 20th All-Inclusive vacation so we weren't novices to the whole experience. We heard many other guests had issues getting their bags the first day but we knew to be sure we had a carry on with everything we needed for that first day so it would not have been an issue with us anyway but as it turned out we had a bell hop walk our bags up with us so we had absolutely no complaints. This resort over-delivered with the quality of the food. We didn’t have one bad bite of food all week. The only disappointment in the food experience was that many items on the menu were not yet available but we don’t eat poultry or red meat and still had several choices at each meal. There was always some restaurant open and room service was also always an option. We used it once for breakfast and it was well done and on time. The food was 5 star. The fact that there were no wrist bands so no “wrist band color envy”, as well as no towel cards, an in-room fridge that was stocked daily, and very attentive wait staff on the beach were also 5 star amenities. The building was still only a 3 star. Even though this was a grand opening you would not mistake this for a new resort. It appears a lot of cosmetic work was done and lots of shiny marble everywhere but it was all cosmetic. The bathroom only had an old tub and old shower head with re-grouted marble tiles. There are a limited number of balcony rooms and we didn’t get one which was a disappointment. It was on the 5th floor with a nice ocean view. The service was excellent but we have come to expect this everywhere we stay in Cancun which is why we keep going back. We typically stay on the longer strip which is a much nicer beach to walk every day and we prefer the sound of the pounding surf. This beach was at the top of the strip so very protected. If you had children you would prefer this but we didn't. The free Hobie Cat catarman along with lessons from Roosevelt was AWESOME. If you stay here don't skip that perk. All in all we had a great time with no complaints. If you're looking for a good value on a fun vacation you will get it here. If you're looking for a 5 star resort you will be disappointed."

If your travel agent can secure a guaranteed balcony room (must be 4th floor and above) and you're after a great beach/pool holiday with good quality all inclusive food and newly refurbished but fundamentally old rooms etc you may have snagged a bargain as the operation should have their teething problems ironed out by the time you get there.

If however you want the full 5 star treatment including quality of rooms and decor etc then this isn't it.

From personal experience I place relatively low importance on the age of the infrastructure providing it is fully functional i.e. air con and plumbing etc all works as it should. You'll spend most of your time by the pool/on the beach and in the restaurants so that's where I'd be most focused in terms of feedback from other guests and that seems to be pretty good.

Bottom line is if you can go there with an open mind and a flexible attitude you might be greatly surprised but if you're concerned and worried and arrive ready for problems you won't enjoy yourself and you'd be better off booking somewhere else providing you haven't committed yourself to a no cancellation type deal.

Perhaps the travel agent could get your booking transferred to Dreams other resort in Cancun? That seems to be well established and generally receives very good reviews - http://www.tripadvisor.com/Hotel_Review-g240327-d1550490-Reviews-Dreams_Riviera_Cancun_Resort_Spa-Puerto_Morelos_Yucatan_Peninsula.html

I hope that is of some help.