When an unstoppable force meets an immovable object, you get what happened to Paul and Cindy Bergeson on their 30th wedding anniversary trip to Mexico.
You get trouble.
The Bergesons checked in at The Royal Playa del Carmen on Jan. 15th. The Royal promises (I’m not making this up) an “an explosion of luxury around every corner, all provided in an atmosphere of casual elegance.”
An explosion is exactly what they ended up with, figuratively speaking. Because at the same time, 250 listeners of a Chicago-area rock station had descended on the same property to celebrate something called Cabin Fever Getaway.
“Our tranquil vacation was shattered,” says Cindy Bergeson. “The daily noise level and filth was unconscionable.”
The resort was disgustingly dirty 24/7. The pool area, bars and lobby were constantly a pig sty. Everywhere, garbage cans overflowed.
Full dirty ashtrays were left everywhere and untouched for hours. Cigarette butts were left on the floor at the pool, lobby, bars and hallways for days!
At the pool, each and every morning, filth was left behind from the night before; dirty glasses, bottles, ashtrays, etc. Pool bathrooms were disgusting. Several potted plants at the pool were dead.
Every morning WIIL Rock and their “guests” were screaming and hollering while broadcasting back to the fans in Chicago. The same raucous behavior continued throughout the hotel each and every day.
Bergeson and her husband had no idea they would be sharing a luxury resort with a radio station and its listeners. They’d stayed at the Royal’s sister property in Cancun, Mexico, and had a great experience.
But not here. They checked out early.
Complaints to the resort yielded the following apology.
Thank you very much for your recent visit to THE ROYAL Playa del Carmen and for granting us with the privilege of serving you. Thank you as well for taking the time to send us your impressions and experience while hosted at our beautiful resort. We are truly sorry to read that your stay was not the exceptional experience that we always provide to all of our valuable guests.
We have carefully reviewed your report and comments and are sincerely sorry to read that you were inconvenienced by some of the guests hosted during your stay.
Kindly note that THE ROYAL Playa del Carmen aims to provide a relaxing luxurious environment for adults-only guests, also our resort is perfectly fitted to provide both a party atmosphere as well as a tranquil and peaceful ambience, as we understand the uniqueness of each of our valuable guests.
Also THE ROYAL Playa del Carmen is known for being an impeccable and well maintained resort that offers an exceptional service as our 5 stars standards dictate.
That being said, as a good will act and in an effort to regain your faith in our resort and its services, we are pleased to offer a 03 nights complimentary stay in a Royal Junior Ocean View Suite for two adults at THE ROYAL Playa del Carmen.
Once again, thank you for your kind preference and we are looking forward to welcoming you back so we can provide you with a truly amazing holiday experience.