"Our prepaid rooms cancelled and no word from Melia Customer Service on refund or reschedule!"
We paid in advance for a room during our honeymoon at ME Cancun in February. Last week I received an email stating we cannot stay there because of renovations and that they would contact us for placing us at another property. It has been a week and I haven't heard a word. I've emailed their customer care several times without response. I've called Melia customer service several times and got the run-around. Our wedding and honeymoon is 30 days out and I have no idea where we're staying. Horrible customer service. I'd stay away.
Beautiful fun place it was all exclusive people were nice but some of the merchants on property was rude especially if they think you don't know Spanish.... lotta things to do at the resort.... Beach was clean it was just a fun time I mean the food was great everything
"Reservation canceled by hotel 3 weeks prior to travel - awful customer service"
This hotel is under reconstruction and opening date has been delayed multiple times. I had a reservation for February and was called 3 weeks in advance to advise hotel would not be ready after all. Inconvenient news, as I had already purchased airfare. I was given the option to switch to the adults only property in Playa del Carmen and accepted. However, confirmation never came. When I called the hotel TWO weeks prior to my departure, they said it was not an option and that I would have to go to a hotel swarmed with children (La Esmeralda or Paradisus Cancun). I finally argued my way into La Perla, but was asked to pay a difference in room rates. Considering it was not my fault that consutrction was delayed, nor that I was given an option that was not available, this was extremely poor practice. Melia central customer service and the hotels are not well connected and give conflicting information. I am glad I called to follow up, as I could well have arrived in Playa del Carmen and have not had a reservation. I went to the ME Cancun 6-7 times last year. I will not be back every again. Standards slowly got more lax over time, and customer service significantly worsened. They have no regard for customer service or return clientele.
I am a very concerned customer. As you know the ME Cancun is closed for renovations. ME Cancun was close at the time that I booked our vacation and nothing was brought to our attention back in September. Finally a month to the day from boarding our flight to paradise I received an email saying you all could no longer host us for our vacation. The email did state that the company would work with us but that is where your customer service ended. This has been the worst experience dealing with rebooking a hotel ever. I have tried to speak to someone that can help for the last 3 days. I called 6 times and given 6 different answers. I was told that a supervisor would call me in 5 min only to call you guys back after 3 hrs of waiting. I Have been told the it will take 48 hrs to confirm if we can get another room. This will put us 3 weeks from boarding a plane. How can you effectively Plan a vacation in 3 weeks' While this would have been my 3rd time staying at the me, I can't say I would do it again if this is how you treat customers that have booking issues. #mebymelia #meliahotelsandreaorts #horriblecustomerservice #ruiningmyvacay
Due to their extended construction period we were relocated to Paradisus Resort. The room was terrible and no one was willing to take any responsibility for what seemed like an incomparable difference in quality. We booked with ME Cancun nearly 1year in advance and it was extremely disappointing to pay almost $1000 USD for three nights only to be moved elsewhere (especially having travelled all the way from Australia to Mexico). Liaising with the reservations team during the changes was a nightmare - they didn't care - and my messages to their Facebook team were apparently forwarded on but we never heard back from that either. We are so disappointed. We absolutely deserve a partial, if not full refund. What a scam.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 12:00 PM