Laguna Suites Golf + Spa

To Whom it May Concern: Since this comment was posted we have addressed the key issue, and have proceeded to make copies. Regarding the comment from the receptionist it was an inappropriate comment and has been brought to the attention of the check in staff. In reference to the freshness of the in room coffee packs we have taken measures to verify the same, more coffee packs are available upon request. We do apologize for any problems regarding wake up calls and will continue to improve on the same. The allegation against the bartender is currently being investigated. Thanks for your time.

To Whom it May Concern: Thank you so much for your review; overall it seems very positive except for some of the information regarding the service. Since then we have addressed this issue with our restaurant staff to better the speed. We do train our staff on being service oriented and not only expecting tips, since this review we have brought it to their attention and will continue to follow up on the same. Concerning your comments about the presentation, our marketing department does offer discounts on your stay in return for you assisting the same, this is not a reflection of the quality and services offered by the hotel. Thanks for your time.

To Whom it May Concern: Thank you so much for your review; we are pleased you enjoyed your stay, in reference to your comment about the transportation we do provide with complimentary airport hotel transportation. As per your comments about the shortage of towels, we do apologize and have brought this issue to the attention of the housekeeping staff. Thanks for your time.

To Whom It May Concern, we would like to address the issues raised and clarify several points made in that review. First, the certificate which was given by the owner of our company was for a five day/four night stay at one of our resort properties in Cancun. The Certificate was valid for accommodations only for 2 adults and 2 children under the age of 12. That certificate was altered by the traveler in several ways. The traveler extended the stay at the resort to be a total of nine days/eight nights. The longest length of stay available to our guests is eight days/seven nights. However, we made an exception to our policy and extended this traveler’s stay so they would not have to seek alternate sleeping arrangements for 1 day of travel. To accomplish this, the traveler utilized a 2nd certificate in conjunction with the initial certificate. In the terms and conditions clearly written on the certificate the traveler received, it states “……This is a one time exclusive offer and cannot be used in conjunction with any other offers, promotions or certificates……” But, again, in an effort to accommodate this traveler, we made an exception to this condition. The certificate provided accommodations for 2 adults and 2 children under the age of 12. When reservations were made, it was anticipated that the individuals traveling would be 2 adults, a 16 year old and an 11 year old. Had the reservation been made under the European plan, i.e. as accommodations only, there would have been an additional fee per night associated with the 16 year old traveler. In addition, had we not permitted the use of the promotional certificates in conjunction with each other, there would have been an additional fee per night associated with the extra 4 nights of the stay. As it turns out, the traveler upgraded to the all inclusive plan. By doing so, there were no additional night fees, or costs associated with having the 16 year old travel under the certificate, thus saving the traveler over $1,000.00. At the time of travel, the all inclusive upgrade had a cost of $99 per person, per night, with the 11 year old being free of charge. As such, this reservation should have been charged $2,376.00 ($99 x 3 people x 8 nights) for the all inclusive upgrade. Again, in an effort to assist this traveler, we charged the 16 year old at a reduced rate of $50.00 per night or a total of $400.00 for the all inclusive upgrade, resulting in the total amount paid for the all inclusive upgrade for the entire family of $1,984.00. Again, a savings of $392.00. Lastly, in an effort to accommodate this traveler, we ultimately refunded the sum of $400.00 for the 16 year old, who did not travel. Again, this was something given to this traveler that is not given under normal circumstances. The $99 rate for the all inclusive upgrade is a promotional rate. All promotions sold by our company, are done so on a strictly nonrefundable basis. Travel was made to Cancun right after Christmas for the New Year’s holiday. With the exception of spring break, this is the most heavily time of year to travel here to Cancun, not only because of the holiday but because of the cold weather in other parts of the country. Again, we did our best to assist this traveler by providing accommodations during this busy travel time. One of the biggest benefits of our certificates is the ability to take advantage of all of the amenities that all FOUR of our resorts have to offer. We provide a free shuttle between the resorts; however, it is not 24 hours per day. In Cancun, however, buses are available 24 hours per day at a cost of 65 cents per person and there are also taxis which charge approximately $8.00 per trip. Either one of these alternatives would have been available to this traveler, should they have decided to go to one of the other resorts for the New Year ’s Eve festivities. As for the various fees paid by the other guests for their stay at the resort, there is no way to fully address this issue, nor do we feel that there is an explanation required. That being said, however, there are several manners in which guests obtain and/or purchase our certificates. There are countless marketing companies who sell travel packages which include a certificate for stays at our resorts and there are also travel club memberships which give our certificates to their members as a bonus for joining their travel clubs. In addition, we do not fill our resorts with guests traveling with incentive certificates only, which might explain the discrepancy in the prices paid by the various guests to whom this traveler spoke. As for the owner of our company, she is an amazing woman who does her best on a daily basis to improve the quality of the resorts and the benefits provided under the certificates we honor. She travels extensively around the world and receives in excess of 500 emails per day. We apologize if this traveler feels that a response was not timely received, however, the email was not directed to our customer service department, which would have resulted in a more rapid response. Based upon the foregoing, we truly cannot imagine what more we could have done to make this traveler’s stay better or to satisfy their requests. Travel was made under a certificate offered at a discounted rate, they did not have to attend a timeshare presentation, traveled during peak season, stayed for an extended period of time, used two certificates in conjunction with each other and had the benefit of the all inclusive upgrade for a family of 4 at a rate that would NEVER be provided to any of our other guests. The foregoing does not even take into account the many additional things that the resort staff did for these travelers while at our resort (i.e. bring their dinner to their room when it was raining, despite the fact that the resort does not offer room service to our guests.) As a company, we have truly done our best and gone above and beyond. If it has not been enough for these travelers, then, quite frankly, we are at a loss.