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To whom it concern:

My name is Alex Jimenez 515**** I been a members since 2011 I purchased 20 weeks with your resort I have not used none of those 20 weeks. I am very disappointed with your services and I don't think that its correct that I have to loose the money that I have invested so far for the 20 weeks nor the 74 dollars that I use to pay to purchase a daily pass for a member that didn't make it.

Here are the reason that made me stop being a member I am going to start with the first(1) time that we travel which was on July 16 to July 23 Confirmation: 735000 **** I made my reservation with Roger Octavio Bates Silva. When I spoke with him and other staff members that I don't have their information the reason why is because I chat with them on the chat line that you provide in the palace resorts page. I was very specific when I told them that the main reason that I was traveling is because we were celebrating our anniversary and were looking in the complementary wedding package service that the resort offers I was told not to worried because they made arrangements for this event to take place every thing was ready all I need to do was to talk to the wedding coordinator never received no call from no one so I figured it was all taken care of well I arrived a the resort and nothing they said that they didn't have no information regarding this matter. I was devastated because this was the surprise that I had for my wife and all the plans that I had and it didn't happen.

I was disappointed and discouraged I try to speak to the supervisor of the wedding department and she explain that I needed to have a reservation well nothing happen then I spoke with one of your best personal there at the resort. She when out her way to try to help me her name is Laura Pena she in now in customer care specialist we didn't fix nothing but she tried. I gave laura the names of this people and no one own up to their mistake. I wasted money on her dress my suite.

(2) We attended the breakfast and the presentation at the resort I felt pressure to purchase the 50 weeks. At first it was 50 weeks that they were trying to sell to us but I told them that was to much for me, they offer 20 weeks and while we were there the people that were purchasing 50 weeks every one was applauding them for their investment and me I purchase 20 weeks and once we signed they didn't pay attention to us I felt bad cause we were not introduce as buyers all we were told is go and get your 100 dollars to use for the tour and I ask them why didn't you introduce us because we purchase 20 weeks and his answer was I got to go finally I spoke with him and ask him to give me the respect that I deserve cause it doesn't matter if I purchase 100, 50 or 20 weeks I felt unappreciated finally after I ask him again he finally introduce us very unprofessional on his part. So during the tour of the rooms I was told that as members this is were the type of rooms we were going to get (moon grand) which again it was a lie cause all we were paying for was a regular Jacuzzi room. (3) I decided to give my wife wedding I had promise her so I took her back to Cancun the following year 2012 again.

At this time I was going to pay my balance which in this case I spoke with a lady by the name of Claudia Martina Perez here what I said to her. Bueno te decia que boy a pagar el resto que se deve en mi cuenta de las semanas que compre. Pagando las semanas tengo 1 semana gratis que boy a usar en junio. Si me quiero estar dos dias mas cuanto me sale hora si pago todo el resto no puedo usar los creditos para esos dias me pudes informar por favor.

Claudia vamos a cumplir 10 anos de casados me pudes mandar la information para renovar mis votos y que incluye se que este servicio es gratis correto. Bueno muchas gracias Claudia espero mirarte en Junio para agradecerte en pesona.Que tengas un buen dia. I have this email to send to you if you wish, while working with Claudia I had ask her that since we were going to get the one week free If can take my kids as well correct she told mes yes. we were communicating our self via email well when I tried and get a hold of her to pay of the balance I was told that no body knew her and that she didn't work there.

I tried to explain to them that we were working together I gave them her email her extension and she was no were to be found. since the time was coming close to our departure day I had to wok with some one else. I told him that it was going to traveled with my wife my self and my two boys 3 and 5 well I was told that they had to pay extra I ask why and I was told that because they had to pay or if I could wait until June 1 and my kids would travel free. We were going to go the last of May we had to cancel our vacation days at work and they almost didn't let my wife go on June.

Finally we made it our reservation MPS-122**** I explained the issues that we had before on our last vacation I was told by the person that made my reservation that he was going to give me an additional 500 points for all the trouble. I found out that there was a promotion going around were who ever book during the time got additional 500 points more well again it was a lie just to get me to go. I made the reservation but didn't pay the balance cause I wasn't going to pay the balance plus the additional for my kids so he made me a regular reservation and my kids went for free. He told me that I was going to get a family suite and not a jacuzzi suite I was going to get 500 points additional and a view to the ocean.

Well I arrived at the resort and nothing I had to stay in a regular room. That got me upset the 500 points I made special plans with them I was going to used them for my wife to use for the spa, make up, romantic dinner and wine. Well I was told that I didn't have 500 points that it was only 1500 I spoke with Tina Mayo she was trying to help me and fix this problem well we didn't by this time I am really having a bad time cause everything was going wrong. I didn't use the resort credits like I had planned them and then when we I decided to use them on a tour which it was the submarine well It was around 9:30 am that I decided to take the kids to the tour so while they eat I was talking with Tina to make this happen.

Tina was at the Moon grand but she ask the people at the sun rise to print out the tickets cause she was in the other lobby. No one help her out she was trying really hard to get me those tickets but no one assisted her. The bus was going to leave but the driver said that he will wait 10 minutes well no one seem to care so the bus left. Very unprofessional and lack of communication with the staff, so again another bad experience the staff didn't want to co-operate.

Finally we decided to go the next day I reserved the submarine tour but no one told me that you need to pay taxes for using the port.I didn't have money with me well the tour end up cancelling because of Puerto Cerrado so again we didn't go another bad day the bus didn't leave until later so my kids were crying and they wanted to go back to the sunrise I had to pay a taxi to take us back. I asked regarding the 500 points cause we wanted to use them and the staff at the front desk said that they don't have any information on the 500 points I was told that the person that made the reservation didn't activate them, the front desk send them an email to Miami and said that it will be a matter of hours to get it clear by this time we only had 2 days left my kids and my wife were so upset and depressed because they didn't get to use those points to swim with the dolphins nor see the submarine my wife didn't want to use them even for the spa she was upset and disappointed cause we were members now and we were getting treated as we weren't. Finally we check out and I was told don't worried Mr Jimenez a supervision will be calling you to explain the situation with the points and also you will get the refund from the other person that didn't make it cause I purchase a day pass for 2 people and only one made it. well I didn't get a call from no one and the money was never put back in my account for the day pass reimbursement until now.

Every time I called the 180*-346-**** instead of trying to fix the problem they would transfer me to Mexico and Mexico would transfer me back USA so I was playing a cat a mouse game very unprofessional and I would be place on hold for a long time just so that I would hang up and call again I have gone over my cell phone minutes 3 times which means that we payed additional charges to get this issue resolve and it never happen plus my refund has not made it to the bank yet.You have a problem when it comes to communication and professionalism with your staff its a shame that such a good organization shows that type of behavior.

I am asking for my reimbursement becasue I'am not satisfied with your organization and the treatment I have received from the staff and I have not use the 20 weeks, I am asking for my reimbursement of the Down payment which is 390 the 550 which is a total of 940.00 plus the 74 dollars for the guess that didn't use your services and the monthly payments that I have made which is a total of 365.60= 1,379.60. The vacation was ruined so I am asking to get my money and close my membership again I never used the services for the 20

Reason of review: Problems with payment.

Palace Resorts Cons: No attempt to solve my frustrations, Misleading sales presentations.

Location: Cancun, Quintana Roo

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Guest

Huh we contacted the wedding planner for our friends, and set up an appointment for right after our arrival . Everything went perfect it wasamazing

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