Utente ospite
1 marzo 2024
We are writing to express our deep dissatisfaction with our experience today 18th February at Chablé Resort & Spa in Yucatán, Mexico. Despite our anticipation of a relaxing and luxurious stay, we were unfortunately met with a series of issues that significantly impacted our experience. As two couples, we have come together to collectively formulate this complaint to provide you with a comprehensive understanding of our experiences and to seek a satisfactory resolution that addresses all parties involved. First and foremost, we would like to highlight that we had to wait for more THAN 3 HOURS TO RECEIVE OUR ROOMS, upon arrival. This delay was extremely frustrating and unacceptable, particularly after a long journey. Furthermore, we had booked massages at the resort's spa TWO MONTHS in advance, yet upon our arrival, we were informed that no appointments were available. This was highly disappointing and did not meet our expectations of the resort's service and organization. In addition, we had ordered champagne for our group, and after one hour, it had still not been delivered to our room. When we raised this issue with the manager, Karla, she did not offer us a solution. She refused to bring us champagne or provide any alternative resolution. Moreover, we would like to inform you that if our concerns are not addressed satisfactorily, we intend to escalate this matter to PROFECO (Procuraduría Federal del Consumidor), as we believe it is our right as consumers to receive the services we have paid for in a satisfactory manner. Additionally, we are DISAPPONTING MANAGEMENTs overall response to our complaints. Despite our efforts to find satisfactory solutions, no alternative arrangements or compensation were offered to us. As paying guests who rely on high-quality service and hospitality, we expect our concerns to be taken seriously and addressed accordingly. Therefore, we urge you to carefully consider our complaint and provide a satisfactory solution to compensate for the inconveniences we experienced during our stay at Chablé Resort & Spa. Moreover, instead of the relaxation we had hoped for, our experience at Chablé Resort & Spa resulted in nothing but a terrible headache. The combination of the delayed check-in, unfulfilled spa bookings, and lack of service regarding our champagne order only added to our frustration and disappointment. We are ready to provide further information and hope for a satisfactory resolution.
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