2/10 Terrible
SHIYING
1 Dec 2025
Liked: Cleanliness, amenities, property conditions & facilities
Our experience at this hotel was misleading, dishonest, and unacceptable.
On the first day, our assigned concierge JANE MORON (CAREN) told us we would be receiving a free dolphin encounter tour. Separately—and with absolutely no connection—she said we were required to attend a 90-minute presentation or be charged 500 MXN.
At no point did she state these two things were related. We have screenshots of the presentation consent form she made us sign — it clearly lists no benefits, no free tour, and no compensation. Nothing about a free dolphin tour whatsoever.
After completing the presentation, we were given two papers (a “tour discount” and a $180 credit). Two different staff members — including the tour agent — explicitly confirmed that:
• the dolphin tour had already been applied
• the $180 credit could be used anywhere in the hotel
Based on that information, we used the $180 for hotel purchases.
But the day before checkout, we learned that the dolphin tour was never made free and the full charge remained on our account.
Only then did the staff suddenly claim that we had to use the discount paper and the $180 credit together for the tour to be free — a condition no one ever disclosed. Not the concierge. Not the presentation staff. Not the tour agent. No one.
This is a textbook bait-and-switch, with contradictory explanations and zero transparency. We ended up being charged over USD $100.
We have photos of presentation agreement, which shown nothing related to the tour/credit
SHIYING
Stayed 2 nights in Nov 2025
