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Expedia / Oasis Cancun / nightmare in cancun!

1 United States

To: Expedia Support Staff,

I have made numerous attempts to get some type of response from Expedia only to be told that my last submission was sent as an attachment which could not be opened for security reasons.

In August of 2006 I booked reservations for a trip to Cancun. My itinerary # was [protected] departing Hartford, CT on 19-Feb-2007, returning on 26-Feb-2007.

My package was to include the "senior Program/ Senior Upgrade.

I was under the impression that "all inclusive" included travel to and from the airport which it did not. Upon arrival at the "Oasis Cancun Resort Hotel" we were escorted to room # 2449. The "upgraded" room appeared to be a room under construction. Part of the room floor was bare cement, cover plates on electrical outlets were broken or missing, the room was dirty and the entry door had a 1/4 inch split down the middle. It was supposed to be a non-smoking room but there were ashtrays in the room.

This was just the beginning of our problems. As we entered the room we realized how cold it was and the air conditioner vents were putting more cold air in the room. I attempted to call the front desk and discovered the phone was broken. My daughter wanted to take a shower and found that there was no hot water.

I went to the lobby to file a complaint to the staff at the "Welcome Desk" only to be told that there was nothing they could do and I would have to take my complaint to the hotel manager who was out to dinner and wasn't expected to return for fifteen minutes. I came back in fifteen minutes to be told she would be out for another 1/2 hour. Frustrated, I came back in 1/2 hour to be told she'd be back in 45 minutes.

When the manager finally returned I had to wait in line for other parties who were experiencing problems similar to mine. I told the manager I wanted the upgraded room I had contracted for and was told that there were none available but they would have someone sent to our room to take care of the hot water, cold air and phone problems. This was at approximately 5PM so our day was just about shot so I decided to take my daughter to dinner, hoping they could make the room in a livable condition in the meantime. We returned from dinner and no one had come to take care of the situation. The room was so cold that I decided to open the slider door since it was warmer outside but when I tried to do that the door handle broke off in my hand.

I made six or more trips to the front desk to attempting to get someone to take care of the problems. My last trip was around 9:45 PM and again I was promised someone would be up to take care of the problem. At around 10:15 PM we got a knock on the door and a young man with a plunger came in. Yes, he had a plumbers helper and went into the bath room and came out in 5 minutes to tell us he had taken care of every thing. He had done nothing! We still had no heat, hot water or phone.

The next day after waiting an hour for the manager to show up and we were given another room, not an upgrade but at least it had tile on the floor and about 11 AM we finally were able to take showers. ( I found out later that many rooms in the hotel didn't have hot water.) The room we were given had a TV that didn't work. I made numerous calls and trips to the front desk and it was around 10 PM that night when a staff member arrived to confirm that the TV didn't work and get a replacement for us.

The trip was a nightmare and we tried to make the best of it but you can understand our dissatisfaction. While in Cancun I tried to get the emergency assistance number only to get a message in Spanish and a hang up. I tried to get some satisfaction on my return only to be told that I had to file the complaint by E Mail and then told that I had submitted it to the wrong addresses several times.

I am hoping that Expedia or Oasis Cancun can offer some reasonable resolution to my nightmare in Cancun.

Paul E Jonas
22 North Rd
Bolton, CT

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