For starters, unlimited shore diving was requested prior to making the booking. We were told no problem. However the reality was that most times when tanks for shore dives were requested we were told they only had enough for the boats, or that we'd have to wait, and they would go get some tanks later. Not acceptable. It was specifically requested, and agreed upon, yet they failed to deliver more often than not.
Dive site selection was about 50/50 in that the DM TOLD us where we were going, rather than allowing us to pick. Sometimes he'd ask, other times he'd just say "today we are going to xxxxxx"
Prior to booking with Opal I requested that we be allowed to dive the northern sites. Via e-mail she agreed to my request, and was even enthusiastic, making mention that at the time we were there (end of Dec) that the eagle rays were in, and we could see many on the Northern sites. However when requesting the northern sites each day, our DM would give one excuse or another for not taking us there. When on our 7th dive day (I think) we asked the DM to go N he completely disregarded that we had spoken. Guess he was tired of me asking. Opal happened to be on the dock at that time, and when we told her we wanted to go N she spoke with the other divers to see if they were in agreement (they were) and then she told our DM to take us N. He was obviously reluctant, for what reason I cannot say. The dive (San Juan) was awesome, and we saw many eagle rays, a huge green moray, and everyone on the boat loved it. Anyhow, for the rest of our stay he gave us the cold shoulder. Guess he was chapped that he was over ridden by Opal.
Not being able to dive my computer was also an issue with me, as was not being able to dive my tank. During the briefing the DM would say "bottom time is 50 minutes" and true to his word when 50 minutes was up, "tink, tink, tink" he would go hitting his tank. Having decent air consumption, it was dissapointing to end the dive with so much air left. So whatever comes first, 50 minutes, or 700 psi, your dive is done. While I agree somewhat to the 700 cutoff, if you are well within your computers limits I see no reason to end a dive at 50 mins.
There were a couple issues with the hotel. Being that the package was booked by SM I have to throw that in as well. One being that I wanted breakfast for the 3 of us. Opal said (via e-mail) no problem, 6 bucks a day. I agreed. The first day we went down for breakfast (at Villa Blanca) the restaurant didn't open. No breakfast that day. The 2nd day we went down, and they opened about 30 minutes late, after we had complained to the manager. The breakfast was horrible, and I went back to the manager to let him know that he need not open on account of us, as we wouldn't be paying 6 bucks each for breakfast for the remainder of our stay. He seemed a bit confused at this. Later we were approached by Opal, who asked if there was a problem with the breakfast, to which I replied yes, and that I would not pay 6 bucks for what they offered. She said she wasn't charging us 6 bucks, that it was more like 2 each, or 6 for the 3 of us each day. I have the email. She then looked at the email on her computer and said Mau must have quoted 6 bucks. Mau? The emails were all signed "Opal". Regardless, 2 or 6 it wasn't worth a dime, and she said she'd take it off. Now that I see on the Villa Blanca website that breakfast is included with your stay I can understand why the manager seemed confused when I said I wasn't paying for it. There were other issues with the VB and all I have to say to those going there is, take a plunger.
For our last day of diving we requested a cenote dive. SM made a call and set it up. SM's charge for this was 40 bucks each. We watched a video of the dive on SM's computer at the shop, and it was touted as being something special in that there were human remains found at 130'. Of course we wanted to see that, as they were supposedly dated at 20,000 years old. The reality was quite different however. On arrival near the dive site we were informed that we'd have to gear up (and haul tanks) and walk 1000' down a rocky trail to the dive entrance. The DM that took us was also diving nitrox, and therefore could not take us to the depth where the remains were found. It was an interesting dive, but I felt shortchanged as we were not informed we'd be making a 1000' trek through the jungle with gear, or that we would not be able to see what we'd been told we would. When I told Opal's dive shop guy (sorry, can't recall his name) that I was not satisfied he told Opal that he wasn't the one who set up the dive. BS, he's the guy who told us the details of the dive, and the one who took the 120 bucks.
There were many other small things that set me off. Most of it minor stuff, but when you look at the whole picture it was enough for me to make a decision that I wouldn't use them again. Things like water buckets for cameras. My wife, son and I all dive with cameras and not once in the 10 days we were there was there a camera bucket on the boat.
The final thing may have not been their fault, but I won't give them another chance to find out if it was or not. We got home on a Friday. On Monday I got a call saying there was some suspicious activity on my card, and there was over 1200 bucks worth of suspicious charges. These were not legitimate charges, and SM was the only place my card was used at during the whole trip. Had to cancel my card. Fill out dispute paperwork, and took over a week to hear whether we were going to lose the 1200 or get it overturned. Just got a letter that the charges were reversed now. Still a big inconvenience. I haven't mentioned it to SM, as I know it wouldn't matter at this point. My point, pay in cash.