Ocean Coral H10 Hotel Cancun, Mexico / Customer Service
Ocean Coral = Porto Morales Cancun Mexico
I booked my vacation through Book it on 3-19-08. I requested an Ocean View. (my one request) I have Lupus, and I thought that if the sun became too much that I could at least have a balcony to see my children in the pool or ocean. I asked if upgrading the room would assure a view. The Book it representative put me on hold and called the Hotel, I was then told that my request for the view was noted on my reservation and that I would have a full or partial view. I called too late to book my transportation through Book it, again a representative from Book it called the Hotel with me on hold to ask if they offered any transportation, I was told that they did not have Transportation to or from the Hotel and airport, but that they “did” take you the nearby cities for shopping.
When I arrived to the Hotel the first problem was that they could not find my reservation, this went on for about 30 minutes. I was taken off to a more private area where I was met by someone scheduling me for their “Welcome Tour - Breakfast” he stated they do this because we are “VIP’s” and then offered me a free massage.
After an hour of listening to him, he led me back to the desk where they had then found my reservation. He handed me the key, and I asked about the Ocean view, he said, “oh yes, a partial view” When we arrived to the room there was a very strong odor in the room. A mold or mildew type of smell, but very strong. I opened the curtain to open the balcony door, and all I could see were shrubs, no ocean or pool. I called the front desk to inquire about the smell, and the view. I was told that there was no mention of my requesting an Ocean view in my reservation. I reminded them of the call made by “book it” I was told, “Book it did not request a view, and that if I were a member that this would not happen” I asked, “member of what” she told me that this information would be in my welcome tour. I was told that someone would come and spray my room, but no one ever came. That night they placed a reminder card under my door of the “tour” scheduled the next day. The next morning (day two) a received a 7:00am phone call to remind be of my “tour”, I told her to cancel me. She asked me why, I told her that I had requested a view, and did not get it. My room smells very bad, and no one ever came to spray. There are worms crawling all over the floor. We have walked on the worms and there is blood and yuck on the floor. She said that this is why I should come to the tour so that I can book directly through them, and not through book it, then these things would not happen. I asked her, “why would I ever come back, under these circumstances?” She told me that Book it did not request a view. I said Thank you, and I hung up, she called back three times, I finally picked up the phone and said, “you are disturbing my sleeping children on our vacation. She said, “you must come to our tour, ” and then I hung up again. Then my cell phone started to ring, which really made me mad, because of the “roaming costs” so I turned off my cell phone.
Day two: after being out of the room all day, when we returned, I called the front desk, and asked if they would refill the mini-bar, with water and sodas, and I also told them that it appears that no one ever came to spray. I was told that they would put in a ticket for the smell and that it was too late to have room service. This was prior to our 7:00 dinner??
Day three: called down to ask about the transportation to go shopping, I was told that they do not offer that. I questioned them about this, because I knew it was posted on their website, and I also remember the book it rep calling and being told that they offered transportation to the nearest towns for shopping. I was told that they could call me a cab. I asked if there was an ATM, I was told that I could walk up the road to the nearest Hotel, and use theirs. It appears to be over a mile away. I was scared to do this with my kids.
Day four; It rained during the night, so the mold/mildew smell was stronger that ever. It was so bad that my little girl was sick to her stomach. I called the desk, and I was told again that they would put in a ticket. I also reminded them that our mini bar had not been refilled since our arrival. I was told that they would do that. I also told them that there were worms crawling all over, and they said that they would take care of that.
Day four: 4 to 5 hours later I called back to let them know that no one has come yet to spray, sweep up worms, mop the worm blood and yuck, or to fill the mini-bar. I was told that they would put in another ticket and that I could get drinks in the bar.
Day five: Smell is unbearable; I opened up the front and back door for fresh air. The wind was so strong that I had to stand and hold the front door open, as I stood there, someone from a few rooms down asked me if I was airing out my room, I told them “yes, ” they said that the smell was really bad in their room as well.
Day six; “check-out” I was told that I had a $60.00 charge, I asked what it was for, she told me it was for snorkeling or scuba diving, I said we never did either of these, she said that it must be for kayaking… I said yes, my kids did go kayaking, but that I was told it was included. She said, “no it is not included.” I told her that the guy who checked my kids in for the kayaking told them it was free, and that I would like to speak to here manager, she said she was the manager, and it is not free. I asked her about the web site that shows “Non-motorized sports included” she said that she did not have internet. I told her I did not have any more cash and she could send m a bill, she said she would just pay for it out of her paycheck. ???
Over my stay there, the food was really good. The waiters and cooks in the restaurants are working very, very hard. The bar areas were nice, but you did not get waited on unless you had $ in your hand for a tip. They would pass you up and go to whoever was waving the money for a tip. This was unfortunate, since we had to go all the way down to the bar to get even a bottle of water for my kids.
Visually = the place is Beautiful. The beach and pool areas were very nice, and seemed to have plenty of seating. There is a seaweed problem right out in front.
I over heard multiple people talking about the tour being really about their “time share, ” they were complaining that it took up most of their day and how pushy the salesman were when you tried to say no and/or leave.
The smell and the worms really seem to ruin the whole experience. I was shocked that they did not have any customer service at all, and that they never once in the six days, sprayed the room to help with the odor, mopped up the smashed worms or filled the mini bar. They mad me fill as though it was the fault of “Book it” that I did not get a better room with a view.
Below is what I copied and pasted off of their web-site, all false advertising!!!
• ALL INCLUSIVE:
Buffet breakfast, lunch and dinner, À la carte dining, room service, 24-hour snacks and beverages, unlimited international drinks (house wine included), mini-bar (water, soft drinks and beer), daily activities program, nightly entertainment, selected non-motorized water sports, scuba diving lesson in pool (1 per stay).
• • Mini-Bar (re-stocked daily with sodas, water & beer).
• Free Transfer to Cancun (reservation required)
• Selected non-motorized water sports (1hour per day). NON MOTORIZED WATER SPORTS available at the resort's sister hotel, transportation provided daily (reservation required).