Originally Posted by
LNJSomers
Checked in to Hacienda San Jose today, expecting to check into the Presidential Suite which we booked six months ago. Arrived and found we were downgraded to a Mayan Casita. No mention of it before we arrived or even at check in. We literally only found out once we arrived at the wrong room. Asked afterwards and was told that the AC wasn't working. Why not be proactive and contact us ahead of time?
This was less than an hour ago and I'm fuming. We're celebrating our first trip as a family since the birth of our baby daughter. I was looking forward to the private pool (not a plunge pool). To make matters worse, my wife actually fractured her metatarsal yesterday when we were walking around Tulum, and I convinced her to stay rather than fly back home since this was the nicest room we've booked for our holidays... We should've gone home early instead!
Wanted to follow up and say that after this initial misstep, the staff at Hacienda San Jose, Uayamon and Santa Rosa went above and beyond to ensure that we had a memorable stay. The manager at Hacienda San Jose comped us dinner as a way of apology, and he also arranged for a cocktail-making demonstration in our room - his way of bringing the activities to us since my wife's broken foot made it difficult to get around the property.
The other haciendas also coordinated to make sure the rest of our stays throughout the peninsula were as comfortable as possible given the circumstances. Getting to the restaurant at Uayamon takes a fair bit of walking, so the staff organized a wheelchair for my wife as well as giving us the option of having breakfast served in our room at no additional charge. The manager at Santa Rosa also allowed us to view different room options to choose the one that would best suit my wife getting around on crutches.
While the historic buildings and locale of these properties are absolutely spectacular, what sets these properties apart is the personalized level of service that you get. The staff are genuinely warm and friendly, and are eager to do whatever they can to make your stay relaxing and memorable. The service that we got from Andres at Hacienda San Jose and Fidel at Hacienda Santa Rosa in particular was truly exceptional. These are some of our favorite Marriott properties and we're looking forward to many future visits as our daughter gets older.