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My Initial Email to Royalton making them aware of the issues while we stayed at the Royalton Cancun;
From: Zayida Suber
Sent: martes, 17 de octubre de 2023 04:46 p.m.
To: Israel Rivera
Subject: A Disastrous Experience at Royalton Cancun Diamond Club
I'm writing this review with a heavy heart after an abysmal experience at Royalton Cancun from October 12, 2023, to October 16, 2023. Despite paying a premium for the Diamond Club service, our stay was fraught with issues and serious health concerns.
Our butler, who was supposed to be a highlight of the Diamond Club experience, was barely present. We only saw him during check-in, and he didn't give us a resort tour. All our requests for dinner reservations, spa bookings, and room service were met with a dismissive "do that on your TV," which was far from the personal touch we expected.
Adding to our disappointment, our room was never cleaned, and we felt like we were not receiving the level of service we had previously experienced at other Royalton properties, such as Antigua in 2021 and Punta Cana from August 30, 2023, to September 5, 2023, where the butlers provided exceptional service and always found us wherever we were on the resort.
The most distressing part of our stay was the serious health issues we encountered. My 2-year-old grandson, who has a nut allergy, was served Nutella, resulting in a severe allergic reaction with facial swelling and red hives. We had to pay $210 for medicine to treat him, and at checkout, we were threatened with being prevented from leaving the resort unless we could prove we had paid, adding unnecessary stress to an already stressful situation. Additionally, my son-in-law, who is vegan, was served a chicken wrap instead of the vegan wrap he ordered, leading to him being sick for an entire day.
I'm shocked and deeply disappointed by the negligence and lack of care we experienced during our stay at Royalton Cancun Diamond Club. It was a far cry from the luxury and exceptional service I've come to expect from Royalton. I strongly urge the management to address these serious issues urgently to ensure the safety and satisfaction of future guests.
Given the gravity of these issues and the impact they had on our stay, I kindly request compensation for the additional expenses incurred, as well as a partial refund of our accommodation costs to reflect the subpar service we received.
I believe that this request is fair and reasonable, considering the serious health risks and the deviation from the expected level of service that we experienced during our stay at Royalton Cancun Diamond Club. I hope that you will give this matter the attention and urgency it deserves.
Thank you for your understanding and prompt attention to this matter. I look forward to your response.
Room: 6120 - Najeedha Suber
Room: 6311 - Zayida Suber
Zayida Suber
[protected]@yahoo.com
[protected]
Claimed loss: $215 for shot for toddler due to allergic reaction Did not get diamond Club amenities Room wasn't serviced, refrigerator was not restocked.
Desired outcome: A full refund of my booking or a significant discount on a future stay would be a fair and reasonable resolution to this matter. As well as a refund of the amount paid for the medical services due to the negligence of the staff at Agave.
