Our ruined honeymoon
My husband and I arrived at the Secrets Excellence Riviera Cancun on Sunday August 20, 2006. Upon arrival at 11:15 am, a bellboy from the resort checked our bags and issued us a receipt, all the while ensuring it was standard protocol and that the bags would be taken directly to our rooms while we waited to check in. After walking around the property until 3pm waiting for our room, we were more than shocked to find all our luggage missing. We had checked everything (luggage and carry-on bags), so we were left with nothing but the clothes on our backs and a purse with our passports and some money. Everything we owned and purchased for this trip (including new clothes, shoes, a brand new Sony Handycam gift, etc.), was gone, just like that.
We had called our travel agent at Liberty Travel to tell her about the problem and that the hotel was not addressing our problems in a respectable or professional manner. The concierge continued to assure us they were going to locate the items and that he was in the process of checking all the rooms in the resort, all transportation carriers that entered the resort, and the airport. It was not until 6:30 pm that the hotel decided to give us basic amenities to get us through the night. The next morning, the nightmare started.
It was back and forth between us, our travel agent, and the hotel staff in meetings, phone calls, and conferences. We spent every morning waiting for calls from our travel agent in and every afternoon/ evening waiting in the lobby to talk to the GM or whatever staff member would listen to us, or in conference calls with our agent while we argued with hotel management. We tried to make the best of things because it was our honeymoon, but our spirits were broken. We were not being unreasonable, all we requested was an expedited resolution so we could salvage some of our trip. Instead, things progressed so badly that we decided to cut our losses and try to make the up the rest of our honeymoon at home in PA. We paid extra money to have our flight changed and left early.
We were not able to enjoy one day of our trip, and our entire honeymoon had been ruined by the surprisingly unprofessional management and lacking atmosphere. I would have expected something like this to happen at a smaller, no name resort, but certainly not at a five star hotel with a reputation like Secrets/Excellence. Instead, we enjoyed neither one hour nor one meal in Mexico. We had lost everything and our honeymoon was ruined. I would recommend that everyone stay away from all Secrets Resorts and all Excellence resorts. They boast a solid reputation with high rankings. They could not have disappointed us anymore or have been more ignorant or unprofessional if they had tried. Stay away if you value your trip and further away if its your honeymoon, because you only get one, and you wouldn’t want yours ruined like our was.over 6 years ago