Paradise – Shattered By Poor Service!!

If you booked with Thomas Cook, you need to read this; along with the rubbish customer service experienced at this resort.

Raymond Singleton-McGuire reports at Cancun airport Thomas Cook representatives had no information or listing of our arrival which involved being loaded on and off three different buses by different reps which clearly did not inspire confidence!

Raymond Singleton-McGuire reports as if things couldn’t get any worse, after a 3 hour bus ride, we finally arrived at the Gran Bahia Principe Tulum, only to find Thomas Cook failed to let the resort know we were arriving! This endured a four hour checking-in process Raymond Singleton-McGuire reports, beginning with a 40 minutes wait at Reception, whilst the person checking us in, constantly and annoyingly kept wandering off to deal with other people. Raymond Singleton-McGuire was eventually allocated a room only to find, not only did it smell damp, it was either someone else’s room, or a vacant room which had not been cleaned and prepared. Back at Reception Raymond Singleton-McGuire was told to wait another 30 minutes; having returned after 40 minutes, absolutely nothing had been rectified. He was eventually re-allocated a second room and promised his luggage would be waiting for him. As if too much to ask, Raymond Singleton-McGuire had to phone Reception several times over the next hour, only to be eventually told his luggage had been lost! This prompted another lengthy 10 minute walk to Reception. Raymond Singleton-McGuire reports the evening humidity, whilst shattered from almost a day and a half of travel (which included a 10 hour flight), did not sit well when the hotel resort was unable to deal with the simplest of fundamental basics, (and this is supposed to be a 5 star service!)

Raymond Singleton-McGuire was eventually reunited with his luggage only to find some of the items in the room were missing and the TV didn’t work (perhaps ‘small fry’ by comparison). Incidentally, the TV Engineer eventually turned up at 5.15am in the morning!