For all of you "El Cozemeleño" lovers out there...
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For all of you "El Cozemeleño" lovers out there...
I just have to share this because a version of this has happened on several occasions at this hotel lately and today just really got under my skin because it was so egregious and a prime example of the worst customer service I can imagine!
I understand and respect the safety/security policies and the ALL INCLUSIVE policies of the big AI resorts. However, some take this way too far! Common areas such as the entry lobby and front desk should be open to anyone that wishes to make an inquiry or reach a guest! We are not there to eat the horrible food, drink the horrible watered down drinks, or steal anything!
If you are not a hotel guest of this hotel, you will be treated like a 3rd class citizen and refused entrance - PERIOD!
Today, one of my divers left his room and safe key on the boat. He called to ask if he could come get it, and of course I said we would deliver it to him right away! He asked me to just pull his dive log book out of his bag and bring that - the keys to his room were inside.
Not only was my staff member refused entrance to leave the divers log book (with the keys) at the front desk - but they would not deliver the log book to the front desk OR call the guest to let him know someone was there AND they made my staff member go wait out in the street while I tried to reach the guest by phone!!! BTW - the guest also gave the front desk a heads up that someone would be delivering it and they said sure, they would let him know when it arrived. LIE!
Furthermore, when I called the General Manager to explain the situation - he was most unhelpful, rude and could care less whether this guest got his key back in a convenient manner and FURTHERMORE LIED to me and the guest and said that my staff member had never shown up and that no one had tried to deliver anything to the hotel. By the way - I was on the other line with my staff member the entire time and heard them tell him he had to go wait in the street with the taxis!
Again, I understand that if you are not a hotel guest, and not paying for a day pass - you should not be permitted entrance to "enjoy" the amenities of the hotel - but there really is no excuse for not allowing someone to enter the lobby/reception area to leave a message or "lost and found" item" for a guest!
I've also always had incredibly bad luck leaving phone messages for guests there - they somehow never seem to receive them.
Just a warning for you that El Cozemeleño is a very unfriendly hotel that could really care less about their guests and customer service! Not to mention, it's a horrible choice for divers due to the northern location - you will have to taxi or drive to meet your boat somewhere else!
Last edited by Christi; June 12th, 2012 at 06:11 PM.
For all of the good things I like about Mexico and Cozumel and the hotels (AI's), the one thing that has been universilly CRAPTASTIC - is the front desk workers/managers just about every single visit.......so this by no means suprised me.
I think it has to do with the AI's not really having to rely on customer service to generate return visits/high occupancy etc.....where as the smaller/boutique/locally owned hotels do rely on it and realize it helps business.....
The sad fact is that ALL of the all inclusive options in Cozumel are a stupid idea. The Cozumeleno is probably the least of the BAD ones, but they are all a bad choice IMHO.
It is the wrong island and the wrong time for all inclusive resorts. However, there are surely those who have a different opinion...but I have been here since 1992 to see the good the bad and the VERY ugly.
I'm surprised to hear about such poor customer service; while anyplace with management that poor might not care, I certainly would not stay again at a place which did something like this. I've had dive photographs from Chac Mool Cenote and other items delivered to me at AI's near Playa del Carmen with no problem so I would have a serious issue with this. I hope the guest once again lets the management know how unacceptable this was, even though they seem to have denied eveything.