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The Grand Mayan resort, Nuevo Vallarta, MX Complaint - THE GRAND LYIN' - Hotel/Resort/Timeshare

Review by shelleyonthedell on 2011-02-21
NUEVO VALLARTA, MX -- We have just returned from our second stay at the Grand Mayan in Nuevo Vallarta (February 4- 11). We will never stay there again and will post our negative comments on the internet wherever possible. We did demand a full refund of our exchange funds and a week timeshare unit exchange be refunded to us.

Here are our serious complaints in brief:

We feel the resort's reservation/concierge methods are unprofessional and deceptive. It is completely dishonest to let prospective patrons feel that there is any chance whatsoever of attaining an Ocean Front Unit at the resort when the units are completely filled with Timeshare Owners. Both RCI Exchange and the Resort know this. As Ocean Front Timeshare Owners in Maui, HI, we are owed a comparable unit with the resort on our trade. We also deserve to have this confirmation made to us BEFORE we make a reservation at the resort.

Both RCI and the Mayan Resorts make it seem as if such units may be available, "depending on the inventory," when there never was the remotest possibility that there would indeed be Ocean Front Units available at all. This is the second time this has happened to us when reserving with the Grand Mayan.

We were frustrated and humiliated at check in while we were bounced between the reservation staff and the time share staff trying to find a supervisor who could help us. All we were offered was a bottle of water and an invitation to the timeshare presentation breakfast. The check-in staff member went into some sort of act, pretending to go backstage somewhere to check on cancellations when he knew there was not chance we could get the unit we wanted -- at any time during our week. We even offered to take a smaller unit for a chance of an Ocean Front unit. We did everything we could do to confirm an Ocean Front unit before, during, and after our arrival, short of the monetary bribe that some guests were forced to offer. Before check in, we emailed the resort's concierges and were never told that all the Ocean Front Units were booked by owners so that we might be able to exchange elsewhere. This is deceptive and dishonest.

Moreover, daily noise from loud lawn equipment and pounding jackhammers, plus the terrible views of a parking structure and street did not allow us to enjoy our balcony unit or our plunge pool. There was never any sun and needless to say, sunset, available from our unit. This is NOT what we paid extra for when we purchased our Ocean Front at top dollar in Maui. The "Marina View" in the "New Building" offered to us at check in offered no view of a Marina whatsoever. Only the bobbing tops of sailboats appeared in the distance. It would have been funny if it weren't so humiliated, frustrating, annoying and deceptive.

We were frustrated and upset the entire week of our stay. I spent every night in sleepless frustration with no help from any manager or supervisor. Even when we complained when timeshare calls asking insincerely if we were enjoying our vacation were ignored, no remedy was offered. We remain extremely angry, frustrated and humiliated from our experience.

No apologies will help. Only a complete refund of our exchange money and refund of our timeshare exchange week will be acceptable.
Comments:10 Replies - Latest reply on 2011-02-22
Posted by Ben There on 2011-02-22:
I am confused. Did you book an ocean front unit to begin with, or are you just mad that they didn't tell you before hand that they were all booked up?
Posted by SteveWiginowski on 2011-02-22:
Ben, it looks like they have a timeshare unit in Maui that is Ocean View, so they expect ocean views at any location that they stay. That's at least how I read it.
Posted by PepperElf on 2011-02-22:
Well of course not every room faces the ocean.

But this is maui... it's not that far to the water. I know, I've been there.


Though personally i don't believe in timeshare at all. When I was there, I just stayed at Lahaina Inn. It was pretty much walking distance from the "Banyan Tree" area.

Then again... i lived in Hawaii at the time anyway.
Posted by Kurizumaru on 2011-02-22:
I'm confused. You talk about somewhere in Mexico and then Maui. Which is it?
Posted by PepperElf on 2011-02-22:
i guess they disliked their accommodations in both countries?

perhaps they thought the company name "Ocean front" meant they would be right next to an ocean or get an ocean view?
Posted by Anonymous on 2011-02-22:
I want to live somewhere where every view is an ocean view.
Posted by Anonymous on 2011-02-22:
Okay, Andrea. I think I've found it. I can see the ocean out of every window--although I do live on the 31st floor, lol.
Posted by PepperElf on 2011-02-22:
Andrea - I would suggest living on a Navy ship. *evil grin*

Posted by Anonymous on 2011-02-22:
PE, been there, done that.
Posted by PepperElf on 2011-02-22:
woohoo. isn't it fun?
except for the fact that port visits usually include pulling into some really crappy locations. i mean the ports themselves might be ok (tho some of those can be crappy too), but usually the pier is located in a crappy part of town.

except the time we pulled into Maui. We had to anchor out. tho... i suspect my ship dumped CHT right there. They weren't suppose to but I think they did.

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