While we appreciate all feedback, it's important to note that attempting to influence others to leave reviews can be perceived as a form of coercion, as mentioned in the email you sent to our Guest Service Manager. I must address the matter of the reviews, however. However, we did try our best to provide flexibility by allowing you to reschedule your trip, which is an exception we made in your case. We offer this heavily discounted rate to prevent last-minute cancellations that could impact other guests who may have been interested in booking those rooms. Regarding the policy on non-refundable reservations, these rates are offered to provide different options to our guests to accommodate their travel needs. We wanted to give you ample time to sort out the passport matter, despite this not being allowed based on the rate you selected. We genuinely empathize with your predicament, and that's why we extended the wait period for the new travel dates until July 31st. We completely understand your frustration with the passport issue and assure you that we have done everything within our possibilities to accommodate your situation. First and foremost, we would like to express our sincere apologies for any inconvenience you've experienced during the booking process. Nolan Niell, We hope this message finds you well. Warm regards! Online Concierge Ocean Maya Royale.ĭear Mr. Ensuring that you feel safe at all times during your stay is of extreme importance to us. We would also like to emphasize that at no point did they approach you. Unfortunately, due to the nature of their work, the gardeners need to have their tools accessible at all times, which we do not believe compromises their professionalism. We strive tirelessly to ensure a comfortable and secure environment for all our guests. They were observing for your safety, which is our utmost priority. Concerning the gardeners, we have thoroughly reviewed the security footage and confirmed that they adhered to safety protocols when you approached the smoking area and when you returned to your room. Our room service team endeavors to retrieve dishes promptly however, we usually retrieve them during room cleaning or when guests request their removal for comfort, as there is no way for us to know when they have finished. We understand that prompt service is crucial, which is why we commit to a same-day response to incidents like these. Regarding the ant issue, our prevention team responded swiftly upon receiving your notification. We deeply value your feedback and appreciate your patience as we address your concerns. Warm regards! Online Concierge Ocean Maya Royaleĭear Madam Demi Leigh, We extend our sincerest apologies for the inconveniences you encountered during your stay at our hotel. Your 15th visit in December is already in our calendar, and we will excited to welcome you back for another fantastic stay. Your trust in us and your dedication to returning year after year means the world to us. We eagerly await your return in December, and the Yvonetti will be here to welcome you with open arms. Thank you for your kind words about our courtyard and Ana's excellent service. Our goal is to provide an unforgettable experience. ![]() We are thrilled to know that you have thoroughly enjoyed the gastronomic experience that we offer in the resort. We always strive to go above and beyond to make your stay extraordinary. Your understanding and appreciation of our daily operations and efforts to accommodate every guest's needs are truly commendable. Regarding the room check-in timing, we couldn't agree more. Your kind words about our staff members, bartenders, entertainment staff and guest service are truly appreciated. We are delighted to know that they have consistently provided you with exceptional service and made your visits so memorable. It is truly the people, like Luis and his team, who make our resort special. We are deeply honored and grateful for your continuous loyalty to Ocean Maya Royale! Your 14th trip we can't express enough how much we appreciate having you as part of our extended family. Paradisus Princesa Del Mar Resort & Spaĭear Ms, Luv.Hotels near Cenote "el Burrodromo" Mayakoba.Hotels near Rosewood Spa at Rosewood Mayakoba.Hotels with Balconies in Playa del Carmen.All Inclusive Resorts in Playa del Carmen. ![]()
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