Kendra
St. Louis,#2Consumer Comment
Tue, May 19, 2009
i was just at the laguna suites in december and they are gorgeous. i'm not sure how long ago you were there but they have all amenities anyone needs. i stayed there for a week. Sorry your experience wasn't so great. i wish they work something out with you..
Quality Assurance & Resolution
Cancun,#3UPDATE Employee
Mon, February 16, 2009
To Whom It May Concern, in regards to this customer's comments we would like to address some of the issues she has brought up. The first thing in reference to the hotel accommodations we give customers the choice of two hotels, the one that she wanted was not available due to remodelling. She was given different options at the time of booking her dates, and accepted one of the properties that were offered to her. At no point was she led to believe that the hotel room she was to have would include a microwave, this hotel does have other amenities such as a mini refrigerator and a coffee maker. With this package the customer also has unlimited access to our 3 other sister properties with transportation included. In reference to the presentation, which she agreed to ahead of time, we require 90minutes, however if the customer is interested in the offer and has questions it may last longer. Extra time is at the discretion of the customer and not responsibility of the travel agent. In reference to the misunderstanding about further presentations after Cancun, the customer has been contacted, her issues have been addressed and she has now made a reservation to Florida, which leads us to believe that she is content with the services offered.