Reviews of Hacienda Vista Real Hotel, Playa Del Carmen, Mexico

I will start with the good...

Overall Rating:

6/10

Board Basis:

All Inclusive

Date of Holiday:

Aug 2007

Tour Operator:

Booked Independently

Submitted By:

Mrs A Bullock

Comments:

I will start with the good points:

* Hotel superb.

* Staff, although sometimes a bit disorganised, are helpful.

* Rooms kept extremely clean, daily maid service.

* Food high standard (but see comment below).





Bad points:

* Not near the beach (had to get bus).

* Food no good for kids (not much to choose from).

* Snacks, ice-cream not readily available easily throughout the day even though all inclusive.

* Manager arrogant, patronising, unhelpful (see note below).



We arrived at this hotel very late and were shown to our room. It was lovely inside although as soon as opened patio door, water pouring from villa above onto our patio (and had been for some time due to stains so staff would have known about it!). All unpacked then all of a sudden, huge water surge/leak came through roof and landed in sink! Slept the night then requested a room change - staff changed us immediately to a ground floor room which was lovely.



There are two restaurants - both serving al a carte menu - no good for kids, my 3 didn't even understand what each dish was never mind ever tried it. There wasn't a lot to choose from either although was all very nice. Even though "All Inclusive", snacks and ice cream weren’t readily available for the children. You had to physically sit down at a table and go through the ordering process.



We were unlucky enough to be there when Hurricane Dean struck. The hotel were well prepared prior to the hurricane but appalling afterwards. This All Inclusive was costing us $400 per day for a family of 5 (about £200) which I suppose was not that excessive BUT....... after the hurricane (I know it’s not their fault) we had a packed lunch given to us, the bars were shut (no alcohol available for 2 days), the pool was closed, and the beach bus wasn't running. Fair enough, but we expected an adjustment to our bill. We were without the "All Inclusive" for 2 days so only thought it fair that we had £200 deducted off our bill. The Manager wouldn't have any of it. He refused blankly to pay compensation (we weren't asking for compensation, just a fair adjustment). Certainly has no idea on how to deal with customers - customer service was non existent.





We will not be going back to this hotel - even if they paid for me to go. If you want a relaxing holiday then this could be the hotel for you but if you have children, they will be bored.