![]() The manager, Shelley, told me that this reservation was cancelled on Sept 3 as a no show and that it was cancelled by the call centre, not by her staff and that she doesn't have any male staff to whom I could have spoken with. This is information contained on the cancellation email, this info was provided to me by Hilton corporate office. The reservation was cancelled by the hotel at 11:24 by the hotel which coincides with the timing of my second call when the man told me he would waive the fee. I called at 11:15 am and 11:22 am documented by Virgin Mobile on Sept 2. They said they have no record of my second call and that it was quite impossible that I called back. When I find out that they did not waive the fee and charged my credit card, I called them. I have call records of these 2 calls to this hotel. I called back 7 minutes later and spoke to a male staff member and I explained that I want to change my stay to the Brampton Home2. ![]() I called on Sept 2 and spoke to Virginia and she said the fee can't be waived. I booked a non-refundable rate at this hotel for Sept 3-4. We will not stay there again and would not recommend this hotel to anyone.… Virginia was the only good experience at this hotel. When we went for breakfast we went to the front desk to ask about our bill and thank goodness Virginia was once again working and she adjusted our bill. Next morning we get our email invoice and of course it was full price. We had to make the best of it as it was all we had. Couch cushions were ripped and had stains all over them as well as the desk chair. She told us she would take $100 of of the bill for the inconvenience. Melanie did find us a room finally and although it’s not the same as the room we had booked we were happy to at least have a place to sleep. Melanie came out and just kept saying she didn’t know what happened and said it was the computers fault. He had to get help as he didn’t know what to do. Went back to the front desk and was told by Tinushe that they had no more rooms. They had already given our room to someone else. Checked in and thought everything was great until we got to our room and found the door open. We got back to the hotel about 5:45 and power was back on. After waiting about 2 hours we decided to go to the mall. Virginia greeted us, apologized for Mother Nature and gave us an area in the lobby so we could wait for the power to come back on. ![]() We arrived at the hotel about 12:30 and power was out. Spoke to Virginia she was super nice and super accommodating. Called on the day of stay for early check in. Had booked this hotel 2 months in advanced for a birthday/shopping weekend. Hilton Tulum Riviera Maya All-Inclusive Resort.Hilton Playa del Carmen, an All-Inclusive Adult Only Resort. ![]()
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