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Trip Reviews, Ratings and Comments - Trip Review - villa rolandi
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Hi Everyone,
This is my first time posting a message here but I have been an avid reader of this website since October when I began planning my honeymoon for February in Isla. I had planned on staying in Cancun at an American resort but when I came across this website and found out about Villa Rolandi I was in heaven as it seemed incredible. I would like to say first that I did a lot of research prior to choosing Villa Rolandi and I had heard such wonderful things about the hotel that I was very confident in my decision to stay there.
My husband and I got married in Cancun while staying at Villa Rolandi. I would also like to say that this was the very first time I had stayed in a "5 Star" hotel - normally I am a budget hotel/motel type of gal but we figured that it was our honeymoon so we were willing to spend more to stay there. During our stay, numerous things occured that normally I might have been annoyed or frustrated with but I would have accepted had I paid for budget accomodations. However paying $280 American (and I am Canadian) per night, I expected much better service. For example, there was another couple staying at the hotel the same week, got married the same day and by the same wedding coordinator as my husband and I. We knew that the boat trip across and back were included in the price but we asked if it would be possible for them to arrange a boat ride across in the morning of our wedding for the four of us and of course we would pay for the trip. They refused and we in fact had to make our own arrangements. Later that night my parents tried in vain 4 times to call us at the hotel. They got through the first time but after 5 minutes the line went dead. They got through to the reception desk 3 more times and my brother-in-law who is Peruvian spoke to them in spanish explaining to them not to hang up until I answered the phone. They continued hanging up before I could answer. Of course, I knew nothing of this but after 15 minutes of waiting for my family to call back I called and was told what had happened. As it was my wedding day and my family could not be there, they were very anxious to speak with me so my dad reluctantly told me to stay on the phone and they would pay for the call. Well, my husband is Mexican and I know how much phone calls are to Mexico and we had estimated approximately $80-90 Canadian for the call. It was in fact $245!! obviously the price was inflated considerably by the hotel which customarily charges commission on hotel calls. I began to wonder if this was some kind of scam but as I had no direct proof all I could do was complain about why the calls from my family had not been connected to my room. My sister also told me that a friend of mine had faxed me her best wishes to the hotel which I never received and I could not confirm this until I arrived home.
What disappoints me the most about this situation is that when I arrived home, I wrote an email to the general manager of the hotel, explaining what had happened and asking that he address my complaint. Well after 2 months of emails, a fax and numerous phone calls, he never responded to me. I finally sent an email to him Thursday explaining my disappointment and frustration with him and the hotel and that if this was the kind of customer service others could expect from him, I would warn other tourists of this. He never once apologized for what had transpired or even addressed the issues in my letter, but instead insulted me and my husband and told us that if we didn't like it, don't stay at the hotel again!!! I've never encountered such a lack of customer service in my life.
Anyway, I am not telling anyone on this board not to stay there, I am just telling you that if you decide to stay there and you encounter any problems, be prepared that you will not receive the type of service that a 5 star hotel is traditionally known for. As I said above, this would have been a different story had I stayed at a low budget hotel because in that case you are simply paying for a room but one of the things that makes a 5 star hotel a "5 star" is its customer service and in my case and the case of the other couple (who were American) who honeymooned there, it was a very disappointing experience. On a positive note, the service and food in the restaurant were excellent and the hotel itself is very beautiful. It was my first trip to Isla and I would love to return but I refuse to stay at a hotel for that amount of money and such bad customer service again. It is amazing to receive such wonderful service at less expensive hotels in the area and I have heard wonderful things about other hotels in the area and I look forward to staying at them in the future.
Submitted by: Angela hunter -- angela_hunter@excite.com
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