Before I made reservations, I called to inquire about the distance from Playa del Carmen. The staff informed me it was only 15-minute walking distance. Since it was our desire to walk to town during the day and to explore the city at night, I secured reservations. However, the resort was at least 20 minutes away and closer to Cancun than Playa del Carmen. After a lengthy check-in from the clerk obviously trying to fix some problem, we attempted to get in the room, but could not. After the staff reprogrammed the key, our bellboy arrived with our luggage. It was clear the room was not prepared to be assigned-there was water on the hallway floor, the hallway light did not work, we had no information package about the facility, and more. The bellboy confirmed a problem, so he said he would request someone to come straighten it out. After much waiting and many complaints, we finally went to bed about 11:30pm with no changes made.
After getting up in the morning, I checked with the staff about the room. They said maintenance should be there soon. We went to the pool and spent about 6 hours there, since it was so far from our room, until we came back.
Housekeeping had attended to the mess, but the light was still not fixed. I complained to staff, and then left with my husband, taking most but not all of our things with me, to stay in Playa del Carmen. We stayed there a couple of nights and then returned to the resort after we enjoyed some of our vacation time.
We returned and my key did not work. I went to the desk to find that while we were gone, and they had emptied the room of our things and rented it out to someone else! They then tried charging me for charges the current occupants had amassed. I was livid. The manager said that because we checked out, the room was rented to someone else. I explained the whole situation to her and said we never checked out. She then explained that when housekeeping reported no activity in the room, they cleared the room and checked us out. She said she didn't know where my things were and that they had to do that if no one was using the room.
I cannot believe this is a Gold Crown Resort!