![]() Our aim was to strike a balance between providing entertainment and ensuring a quiet environment for all our guests. We will take your comments into consideration and pass them along to our team.Finally, we would like to clarify that the reason we held entertainment nights in the lobby and occasionally on the beach was to minimise disruption to other guests. We appreciate your comments in this regard and will review them with our entertainment team to ensure a better experience for our guests.We strive to provide comfortable and up to date rooms for our guests and regret that we did not live up to your expectations. We appreciate your comments and will take them into account to improve our offerings.Regarding entertainment, we aim to provide enjoyable entertainment for our guests, we understand that the late hours may not have been suitable for everyone. We are sorry to hear that the dining options did not meet your needs and that you felt the quality of the food was not up to your expectations. Jenna Greetings from Ocean Maya RoyaleWe understand that you had certain expectations for your trip, including dining, family time and entertainment. ![]() If there is anything else we can do to address your concerns or assist you in any way, please do not hesitate to contact us directly.ĭear Ms. We deeply apologize for any inconvenience you experienced during your stay. We ask for your understanding in this matter.We want to assure you that our top priority is to enhance the overall experience of every guest at our resort. It is important to note that in your case, the reservation for the Yookoso restaurant was cancelled at the last minute, which affected our ability to make appropriate arrangements. We have a strong commitment to the welfare and safety of our guests, and we continually train our staff to maintain the highest standards of integrity and honesty for which Ocean Maya Royale is known.On the subject of the restaurants, which is why we ask guests to show up at the stipulated time so that they can enjoy our dining services, we would like to clarify that we have systems in place to manage and cater for groups of different sizes. After a thorough investigation, we have found no evidence to support your claim. Unfortunately, we understand that you decided not to provide the requested assistance. Luis even requested your cooperation by asking for your signature to complete a detailed report and continue the search. He diligently helped you look for your phone in the common areas, specifically when you were returning from an excursion. Luis, personally attended to your situation. Regarding your incident with the mosquito bites, allow me to inform you that the reason that we ask to our guests to close the doors when you're in your room is because the nature space around the beautiful villages which have insects, mosquitos and some of our beautiful animals around, we apologise for the incident.Regarding the incident with your telephone, we would like to clarify that our Public Relations Director, Mr. This was the worst resort I have ever stayed at & I travel out of the country every year! Absolutely no integrity at all! DO NOT RISK STAYING HERE!ĭear Madame Janee:Thank you for your feedback on this platform. My sons hat was stolen & someone else was calling to report a theft as I was in the office reporting my phone stolen. I asked why do you need to search my room if my phone is located outside of my room & I'm showing you where it is located? He told me that that is the process & if I did not allow them to search my room they would not help me. ![]() The manager then tells me that in order for them to assist me with my phone I need to fill out an incident report & allow them to search my room which made me feel unsafe. ![]() When I finally got them Togo back there with me a man comes out of the room next door & runs off & my phone then moves locations. I asked them for over 10 minutes to follow me to the room where my phone was tracked as they called around on the walkie talkies speaking in Spanish & scrambling around. I informed the hotel staff that my phone was stolen & that I tracked if to a back office in the hotel. My phone was stolen off on my table when I went to dance. It was obvious that they wanted people to eat the horrible food at the buffet. They would only open a few slots each night for reservations and say they were booked but there were only a few people dining in the restaurant. It was nearly impossible to get reservations for dinner. The hotel was not very clean my son got so many bug bites inside the room.
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