• Report: #382519

Complaint Review: Sunset Group

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  • Submitted: Sat, October 18, 2008
  • Updated: Tue, May 26, 2009

  • Reported By:las vegas Nevada
Sunset Group
Kukulan Blvd. Lot 13-b Hotel Zone Quintana Roo, Cancun, Other Mexico

Sunset Group, Royal Sunset Sunset Lagoon, Bel Air Complete Scam DONT FALL FOR IT LIKE I DID! I WILL WIN THIS ONE! Quintana Roo, Cancun

*Consumer Comment: sunset hotel

*Consumer Comment: wow-different experience

*UPDATE Employee: SUNSET RESPONSE

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Where do I begin! My husband and I recieved a free all inclusive trip from Mexico Paradise Getaways. We were confirmed to stay at the Royal Sunset hotel first, then it got changed to the Aquamarina. So we fly to mexico where we were expecting a shuttle from the resort to pick us up. Once we got there we walked out to find no shuttle! I call Mexico Paradise Getaways and they tell me that I wasnt suppose to be at the Aquamarina I was to stay at the Sunset hotel. So after 30 minutes of her trying to figure out where we were staying she finally said a shuttle was picking us up to take us to the sunset. Three hours later I get a call that we will be upgraded to the Bel Air hotel (which is a sister resort to the sunset group), because of the inconvenience. So we arrive at the Bel Air which doesn't even have a proper check in counter, its a table outside with no kind of lobby or a.c. or anything! So after an hour of trying to check in we finally get our room.

We put our stuff in the room and go to the restaurant on site. So we walk in and wait 5 minutes to be seated. No one seats us so we seat ourselves. After another 5 minutes we finally get a server's attention and he comes over. I asked him what kind of alcohol they put in their long island ice teas? He said he doesn't know, so I asked who makes the drinks and he said whoever! So I said ok and we ordered a beer. Then a gentleman pours our beer and takes it over to the hostess stand where our server is standing, and they proceed to talk for about 5 minutes. Then our server takes our beer to another table and is on the computer with our beer just sitting there, then he walks out of the restaurant!!! We waited for 5-10 minutes and then my husband got up and got the beer and brought it to our table. After that i ordered a steak with wine sauce and mushrooms, mash potatoes and veggies. my husband ordered steak and shrimp. They brought us the exact same food they just added shrimp to his. So then we go to our room and take a shower when the water starts to come back up the drain!

Then I go to brush my teeth and the water comes up that drain! It was so disgusting! Next we go to get in bed and there is BLOOD on the sheets. Then the bell boy came to our room to change the sheets and the laundry lady was picking ants off of the new sheets they brought and put on our bed!!!! I was so tired and pissed off i just went to bed and figured I would handle it in the morning. In the morning I spoke to Elena Mancini the Vice Presidents wife, and told her what had happened and she told me she would move us to one of the other resorts for sure for free. First we had to go on a timeshare presentation. So she drove us to the Sunset Lagoon in her Porsche Cayene and there we met up with the salesman for sunset group. I told him I wouldn't buy a tmeshare after all of the crap we had been through and that Elena said she would move us for free. He then says who is that? she cant do anything for you only I can! So we finally get to the Sunset Royal and I tell Juan Duran all of the crap that happened and what Elena said. He says that we can only stay at the sunset if we are a member. If we sign up as a member he will let us stay there and if for any reason we are not happy we can talk to him and he will cancel our membership and give us a full refund. So we sign and everything is ok! ya right!

We got our stuff moved to the sunset which after that we got our suites on to go to the beach and we went to the bar to get a beer. The bartender takes a cup that another guest just used, rinsed it in a bucket and poured my beer in it! I was so disgusted I couldn't believe it! There were tons of people at the hotel who weren't members that were swimming and eating and enjoying the hotel which I thought was a members only hotel!!! The food was the same everyday and the alcohol selection was terrible. So you pay $75 a day for crap! The last day I tried to talk to Juan Duran and he was unavailable so I then talked to Elena Mancini and Mario Amoros and told them I was unhappy and I wanted to cancel. They told me there was nothing I could do. I told them Juan said he would refund my money and they said to talk to Juan but of course he was busy and couldn't talk to us. We then arrive home and the first thing I did was dispute the charges through my credit card company. They are still fighting it for me.

I then recieved the welcome call from the sunset group and I told the lady named Becky what had happened and she said all I have to do is write a letter of cancellation. So I did so immediately. Then I recieved harrassing phone calls from a man named Hector Tornell, from their legal department, who is sending me to collections and I haven't even missed a payment yet. He calls me all the time and is so rude and violent on the phone. He offered me a free cruise or to upgrade to the tres rios property to get more money from me which I denied both! He said I'm not willing to work with them so they will just send me to collections. I am going to post as much bad information as possible on the internet until I get this resolved. I will keep you posted!!!

J
las vegas, Nevada
U.S.A.

This report was posted on Ripoff Report on 10/18/2008 12:05 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sunset-Group/Quintana-Roo-Cancun-Other/Sunset-Group-Royal-Sunset-Sunset-Lagoon-Bel-Air-Complete-Scam-DONT-FALL-FOR-IT-LIKE-I-DI-382519. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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0Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

sunset hotel

AUTHOR: TylerB - (U.S.A.)

Wow i stayed at their hotel and i must admit it was one of the best if not the best hotel i've ever stayed at. I definitely give it a 5 star rating. I'm sorry you went through this but i really think u should call member services and speak to someone. I'm sure if you explained all this they will be understanding. But just be calm and work it out with them.
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#2 Consumer Comment

wow-different experience

AUTHOR: Germaine - (U.S.A.)

when did you go? my experience at the royal was the complete opposite. It's strange to read your account of it because they're top notch in cancun. u should try to call them. their customer service is pretty good. I've had to call them a few times to ask questions about rci and they are helpful. I hope you're able to work out someting with them.
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#3 UPDATE Employee

SUNSET RESPONSE

AUTHOR: Rosie Aragon - (Mexico)

We recently saw your post and wish to respond. We are sorry to hear that your stay at Sunset was not satisfactory. We work hard to ensure that our resorts are in impeccable condition and that our guests have a wonderful vacation. When this is not the case, we are committed to working even harder to make sure we live up to our high standards.

Please contact us at the email below so we can more fully determine why you did not have an enjoyable time with us. And to resolve any issue you have. Unfortunately, internet postings do not include enough information so feel free to contact us at quality@sunset.com.mx. We are looking forward to hearing from you shortly.
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