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Melia Hotel Puerto Vallarta - We were mislead by the staff and lost $100

Complaint
Review by stephanie.cirrus on 2013-05-29
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
PUERTO VALLARTA, MAINE -- When we arrived to the Melia Puerto Vallarta we were greeted after check in by the concierge Maria she showed us a map of the hotel and gave us general information. She had asked us if we had talked to anyone or scheduled any tours while we were at the airport. When we told her that we did book a tour for another hotel the next day and she asked what incentives we received and I told her we paid $100 for 2 massages and a boat trip. Maria stated that it would not be safe for us to go and that she would ask her supervisor if they could get our money back and/or schedule us for the tour of the Melia Hotel instead. She told us to meet her down in the lobby the next morning before we were scheduled to go on the tour with the other hotel. When we arrived the next morning she stated she spoke to her supervisor and that they would get the money back and/or they would offer us the same massage and tour. I asked her if she was sure and that if for any reason they could not get our money or offer us the same deal w

e would just go where we already paid. She assured us it would be taken care of and said “Do not go”. After our Melia tour we asked about our massages and tour and we were told that we would get a percentage off of the massages and tour. I told her that we already paid and she assured us we would not have to pay anymore money and that is when she said we need to talk to the supervisor and to come back the next day at 2pm. When we arrived the next day at 2pm the supervisor did not know what we were talking about and said we would have to talk to Maria (which I am not sure why a supervisor sends someone back to their employee) and that she would be in tomorrow at 2pm. When we arrived at 2pm the next day we were told that she had worked at 8:30 am and that she was gone for the day. I demanded to talk to the manager and was given the run around 4 more times. Being mislead on several occasions changed my view of the hotel, the staff (front desk & concierge) and ever wanting to stay there or at any Melia Hotel again. In between tracking down a manager to get what we were promised we had put up the “Do not disturb sign” and house keeping went in anyways. The next day we did it again and after paying $10 for some chocolate covered strawberries they came in and threw the strawberries away.

After several attempts we were able to catch Maria and we told her if we could just get our massages we would call it even. She stated that they could do that and when we went to book the massages we were told they would only comp us one massage not two. Being so upset I just let it go swearing I would tell everyone I know of my experience. If that wasn't bad enough on our last day there around 6am we were sound asleep and we are awoken by someone turning the door handle and as I got up someone was walking through the door. I guess they could not wait for us to get out because they booked our room to someone else while we were still there. Talk about not feeling safe. As we went to check out we ask for a manager again not thinking that he would be there since the hotel never seemed to have one on the property. We were greeted by a young man and proceeded to tell him everything that had happened and that I was planning on writing a review to let everyone know my experience at his hotel and he did not have anything to say except “Yes you should right a review”.

I was so furious that I have taken time out of my day to write this review and I will be posting it on every site that I can possibly find.
Comments:1 Replies - Latest reply on 2013-05-29
Posted by Mandy on 2013-05-29:
Wow..... Thanks for the review. We are planning our trip and will be sure NOT to let our travel agent book us with there!! Sounds like a bunch of scammers.

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