Complaint Review: Premier Cancun Vacation

My friend told me in November 2015 about a package to Cancun offered by Premier Cancun Vacations. She bought one from an agent Justin Romano and introduced him to me. When I called and talked to him, he offered me an all inclusive package at US$899 to stay at either Laguna Suites or Ocean Spa Hotel in Cancun. He explained I would need to join a presentation tour on the 2^nd day of my arrival. He also said the package included the excursions to one of the ruins and dolphin swim, spa credits and he would upgrade my room to an ocean view suite.

After I bought the package on Nov 20, 2015 (ID:  643751935), he did not reply me promptly. However, my friend and he kept facebook messages, and we believed things would go well.

When I finally called to reserve my vacation, I was told by the reservation dept. that Ocean Spa was full for the time I wanted to go, he offered me to pay $199/adult to have an upgraded ocean view room at Ocean Spa Hotel. As Justin had mentioned I would have my upgraded room, I declined it and tried to talk to him. Unfortunately, he did not reply to me. He eventually told my friend his mother was not well and would not be in Cancun during our traveling time. My friend was able to connect with another agent Peter DaSilva. I waited for Justin’s reply but had no luck. I then texted Peter a day before my vacation regarding the excursions, and upgraded room. Peter texted me back saying he would text Justin but I did not hear back from either one of them.

Upon arrival to Cancun, I was sent to Laguna Suite and I tried to find Justin or Peter but no one could help. When I asked about the excursions, the staff told me it was not included in the package and I would have to pay extras. My friend and her family arrived and told me Justin advised her (he never told me about it) he had given all our excursion tickets/passes to Jerson for us.  I was unable to find anyone but my friend met Jerson during her presentation tour and he told her he would talk to her after the presentation but he was nowhere to be found afterwards. I approached someone (Miguel) at the front desk and asked to be transferred to Ocean Spa and he said he would look into it. Of course, he disappeared as well.

On the third day of my vacation, I came to recognition that what Justin told me about the upgraded room, excursions and spa credits would not happen. I then texted him telling him I was very disappointed and upset about his misleading and broken promises, and I would file a complaint against him and Premier Cancun Vacation. He then replied to me and apologized and offered to pay me back.

When things sound too good to be true, it is hardly true. I have traveled to a lot of places and it was one of my worst vacations. My children looked forward to the dolphin swim but our tight budget could not afford extras and that they were very disappointed. We felt being lied to and would not buy the package if it only offered all-inclusive in Laguna Suite. It was a BIG Lie but no one did anything to help.

I would NOT recommend it to anyone. Please make sure all the promises being written black and white in your confirmation letter or do NOT pay. Otherwise, you may end up like me, staying in a small inland hotel with no excursions and any help.