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"Hotel room ceiling collapsed on us" Gran Caribe Real Resort Tip by SanFranciscopanda

Gran Caribe Real Resort, Cancún: 7,609 reviews and 15 photos

My husband and I stayed at this hotel for 5 nights (from June 29 - July 4 2009). We had several problems with the hotel. When we arrived, they gave us room 2132, which smelled of mold. We asked to switch rooms, but they said we couldn't because there were no rooms available. After complaining several times, they switched us to room 2432, which was freshly painted. We decided to stay in room 2432, because we thought the smell of paint was better than the smell of mold. We did not want to complain again because we did not want to be difficult customers.

We did not get one night of good sleep throughout our stay. The walls are very thin and you can hear anyone walking or talking in the hallways. We discovered that placing a towel under the door helped with the noise level. Early in the morning, we were woken every day by very loud construction.

On Thursday night, our hotel room ceiling collapsed at 2 in the morning. There was debris everywhere and our luggage/belongings were damaged. We called the front desk but nobody answered. When we went to the front desk and showed the staff member (Angel) our pictures of the collapsed ceiling, he did not seem shocked. He asked if we wanted a new room. We said we needed a new room right away, and we told him to give us an upgrade. He said the only upgrade he could give us was a room with an ocean view. He told us to sign the upgrade form, but the form he gave us was not about a room upgrade. It was a disclaimer form saying we would agree not to make any claims against the hotel. We explained we could not sign the form because our belongings were damaged. He said he gave us the wrong form, and showed us another form listing the room upgrade. In small print, this form also had the disclaimer wording. Again, we explained that our belongings were damaged so we could not sign this form. He got frustrated and switched our room.

The next morning, we spoke to the manager. We explained that we had bought $85 of souvenirs the previous day at Market 28. The manager said he could not do anything about the damaged belongings because we did not have any receipts for our souvenirs. We asked for a refund, but the manager said he could not give us a refund because we had booked through Expedia and not the hotel directly. The manager offered us a free massage at the spa (good for one person only) and a room upgrade, but only if we signed the disclaimer form. We plan to sue the hotel so we did not sign the form.

We had several other problems with the hotel besides the poor service from the front desk staff and the issues with our rooms. We bought an all inclusive package, which included all food and drinks for the week. The drinks are very poorly made. They have no alcohol in them and are watered down. The waitresses were also very slow in bringing us our drinks. The food was also very bad. The last 3 days of our trip I had a stomach ache. The pool is very dirty and is not cleaned. There is a thick layer of oil on the surface of the pool. The plastic chairs that they place in the pool for people to lie down on have turned yellow because of some residue. There is a foot bath where you can wash sand off your feet. We saw the hotel staff scooping out the sand instead of changing out the water. Everyday, we got harassed by people trying to make us attend a timeshare presentation. They offered to give us 500 pesos, but we discovered that they would not give us cash. They would give us a gift certificate that we could use at the hotel. We found this not useful, because we had already paid for an all inclusive package.

Unique Qualities: The hotel has a nice beach on its property.

The only good service at the hotel were from the concierge staff and bellboys.

Address: Blvd. Kukulkan, Km. 11.5 | Hotel Zone, Cancun, Q. Roo., Cancun 77500, Mexico
Price Comparison: about average
Directions: Hotel zone of Cancun
Phone: 1.800.760.0944
Price: US$180 and up
Theme: Hotel

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  • Written Jul 9, 2009
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