19/08/2024
FBF,
We went to Planet Hollywood Cancun, Mexico to renew our vows. It was an amazing time of my life, that was ruined by issues that we had to deal with at the resort.
I DO NOT RECOMMEND Planet Hollywood Cancun due to the lack of leadership communication and lack of ability or urgency to address issues. I met with Jonathan Iriate who was the property manager and he was not there. I was instructed that I was going to meet with Mr. Jesus Rosales. On the day before we were to leave the resort I spent my last day waiting on Mr. Rosales. I was told he would meet me in our Cabana.
I rushed through my spa appointment and then I did not get in the pool at the cabana because I was waiting on Mr. Rosales. Only to be told he could not make the time we had scheduled and then I ended up meeting him in my room.
We met and I explained all the issues starting with the mirror above thermostat being broken and I cut my hand when turning down the air. Then the whirlpool bath that was broken my entire stay. Right down to my family and I did not receive all of the amenities listed in the attached package.
Despite my efforts to address my concerns with Mr. Rosales, I have not received a response. I have emailed Mr. Rosales and my BDM from Blue Diamond Resort & Hotel. There has been no response. This is unacceptable.
Planet Hollywood Resort & Casino can only be as good as the leaders. I am disappointed and I am going to keep emailing until I get a response.
Thanks,