On our second night there I woke up at 2:30am to go to the bathroom. When I turned on the lights there were cockroaches everywhere in my bathroom and my bedroom. They were even crawling on my suitcase. I ran through the villa waking up everyone and turning on lights. The front desk told me to come down and get started on paperwork for a new room. No apology, no nothing. We got a new room, which was smelly, dirty, and faced the parking lot. My cockroach room at least had a nice poolside/courtyard view. Refused the room and was told there was nothing else he could do for me until the manager arrived at 9am. Mind you it was about 4am now and that meant sitting around for 5 hours. There were 5 of us girls who went away for a "girl’s weekend" and now in our pajamas with hardly any sleep we were stuck to wait in the lobby until 9am. I suppose we could have gone back to our cockroach room, or the dirty new room but considering the money we spent I felt we deserved better. We got kicked out of the lobby by security at 6:30am because the hotel didn't want people checking out or checking in to see us. We went to breakfast and Walmart to kill time and buy one of the girls some new clothes. I realize this was her choice, but she had a full blown anxiety / panic attack when she saw the roaches on her things. She left 75% of her belongings in the cockroach room because she could not even handle bringing them home with her. She spent $100 at Walmart to get through the last 2 days of our trip. When we got back we were given a long overdue apology, 1 free meal for all 5 of us at the cafe on the grounds (which served sandwiches and frys), no compensation to my friend who bought new clothes, and the best of all... another 3 hour wait out by the hotel pool in our pajamas while we waited for people to check out so we could get ANOTHER new room! I will never go back here, nor will any of my friends. For the price that we paid and the fact that our building was a time share I thought we would not have had any problems. I am extremely disappointed with how our situation was handled. The disrespect we were shown from the front desk, the nonchalant attitude the manager took with us, and the lack of compensation for our inconvenience and experience screams of poor management. Next time I will handle my own arrangements because when I phoned Expedia for assistance I spent most of 90 minutes on hold only to be told that they could not do anything until the manager arrived either. Of course they could have found us a new hotel, but we would have had to pay for it. In my experience a well run business should always have someone on duty who can make decisions to alleviate a problem, no matter what time of day it is. I guess we can all chalk it up to "live and learn". I will be following other travelers’ advice more closely and sticking with "big name" hotels in Vegas. I took pictures of the roaches as proof, and would be happy to email photos.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Would I recommend this hotel to my best friend?
no way!
I recommend this hotel for:
Young singles, A romantic getaway, Girlfriend getaway, Great pool scene, Tourists
I do not recommend this hotel for:
Young singles, An amazing honeymoon, A romantic getaway, Older travelers, Pet owners
I selected this hotel as a top choice for:
Gambling / Casinos
Management Response
Cancun2000, Asst. General Manager
(Management representative)
Dec 10, 2007
Thank you for staying at the Cancun Resort and we appreciate your feedback.. During their stay Cancun Managment went above and beyond to try and make their stay as comfortable as possible. These guests were given a complimentary upgrade, a complimentary meal for 5 people and two complimentary nights. We at the Cancun Resort are committed to total guest satisfaction, which we can only achieve through guest comments. Thank you again for your comments, your feedback is invaluable.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.