Cancun Resort Las Vegas Customer Comments
Our team here at Mercantile Claims are always on hand to help you with any issues, concerns or questions you have regarding your timeshare contract. Below are some reviews received from Cancun Resort Las Vegas owners and guests. If you have a more specific question please contact our team of experts and we will respond with an answer as soon as possible.
Beware the nonrefundable room reservations!
My wife is a school teacher and made reservations for a Spring Break trip to Las Vegas. After viewing several nice, family friendly resorts we settled on the Cancun Resort.
Regrettably, when she entered the dates on Hotel.com they did not replicate on Cancun’s reservation and we ended booking a month later. We caught the mistake but could not change the reservation because of the $20 per night we “saved” by getting the non-refundable rate. Cancun would not work with us. Don’t make our mistake and beware the minor savings for the non-refundable rate.
Not up to standards!
My husband and I took a belated big birthday and anniversary trip for two weeks going first class all the way. We booked the Cancun resort for the first week of our vacation because we switched from one of our timeshares. Before we left, we read some not so favourable comments and started to get nervous. We didn’t want anything to ruin our trip. I made a few calls and put requests in from things people wrote on trip advisor. They made a note. On the day of our trip, we had a bit of a nightmare…airline cancelled our flight and I had to scramble to get us to Las Vegas. Long story short, we got there and met with an advisor who I won’t name but she had promised to call me back to let me know if my requests would be met (which she never did). We arrived at noon but check in is at 4pm. I let her know my concerns and the night, are I went through and she told us that she would put a rush so it should be done shortly. Needless to say, room was not ready until 4pm and requests were not met. They were just concerned about me attending a timeshare presentation so they could sell something. I got to my room and I was disgusted. I own at the Marriott and this timeshare at Diamond Resorts need to take a lesson from Marriott. The room was outdated. The kitchen was so small that the utensil tray was put in a cabinet up above because there were no drawers. I couldn’t reach it and there were no step stools. We are older and had a hard time getting in and out of the high bathtubs to take our showers. Trying to cook in the kitchen was horrible. Very disappointed! These people need to follow what the Marriott does…Diamond resorts do not compare with my timeshares. Will never stay there again and will not recommend to anyone. Will let my friends who own timeshares where NOT to go. Thank God I stayed in a beautiful hotel my second week in Vegas!
General Manager Never Replied
Let me start by saying I’m an owner in the Diamond Resorts program. I stayed at the Cancun Resort back in October on a business trip. During my week-long stay I encountered issues almost every day. A/C not working, dishwasher had standing water in the bottom when I arrived, as an owner I received an invitation to visit the concierge desk for my complimentary gift (I went to the desk but since my wife was not with me on this trip I didn’t qualify for a gift), and tried to open a bottle of wine only the corkscrew was broken.
During the week customer service checked to see how my stay was going. After tell her what I had experienced she gave me a $50 credit. At checkout the desk clerk didn’t apply it until I asked her to look for it. After my trip I sent a detailed email to the general manager. After all, I did get get a request to let them know how my stay went. Well, here we are three and a half months later and still no response from Mr. Mano, the GM.
We had a couple of minor bad experiences on two previous trips but nothing like this. This was my third, and last, stay the Cancun Resort in Las Vegas.
I Originally Gave this Resort High Ratings but BEWARE
While we totally loved both of our stays here, the Concierge person has ruined it for me.
I feel like I have been a victim of a double team misleading con. Beware of their efforts to rope you into a “Bounce Back” scheme.
I was lead to believe that this was an offer to come back before Dec 2018 and when I made a reservation I would be charged $149 where $100 would be given back to me. The catch? 120 min presentation on timeshare.
I couldn’t read the paperwork without my reading glasses but between 3 people talking to me and filling out the paperwork for me (yeah I know better) I signed. Well I was charged $149 for something I told them I would probably never use.
I called as soon as I noticed the charge on my card. They pawned me off to another number where I was told it’s non refundable. Isn’t that fraud? Anyway I am extremely mad at Cancun Resort and myself for being so gullible. I usually see a con but I missed it this time. You would think they would want to refund the money because if they don’t I will use the voucher and show up but it won’t be the positive experience they are hoping for. Even if I was interested in their timeshare, which I was, I am definitely not now. Should have refunded my money Diamond Resorts. But on the up side, the property is beautiful and my family loved it. Too bad they ruined it at the end.
We booked at the Cancun Resort for a seven-day stay. There are no bell boys to help with bags.
The pool and garden areas were nice but I think management needs to focus on quality in the units themselves. We stayed in the one bedroom suite. The kitchen and bathroom near the living area are ridiculously small.
The kitchen was equipped with these tacky silverware trays because there was no room for a silverware drawer. The pots and pans (over the top of the stove) and some of the dishes were hard to reach.
There was a huge bathroom off the bedroom with a giant jacuzzi tub (Seems like I would make the bathroom a little smaller to have more living space). We were provided with 3 dishwasher detergent tablets and approx. 5 trash bags for our 7 days stay (our kitchen trash can was the size of a bathroom can). Exhaust fans in the bathrooms were not working and one sink drained very slowly.
Went to the Caribe Lounge for our discounted drink and the server added an 18% gratuity to our bill without our knowledge. This was for two of us and two drinks. No food. Loud music is played in the pool areas and is annoying early in the morning.
I have to mention that there are no trash cans in the hallways in the buildings. So when our tiny kitchen trash can was full we had nowhere to put it. When we checked out the front desk clerk never asked us how our stay was which I thought was important.
I hope this review will help management to focus on quality throughout their resort.
Hands down the most HORRIBLE accommodations and experience EVER!!!
We stayed at Cancun Resort in Las Vegas the first week of April 2016. Our stay started off good. The check in process was easy, staff was helpful and the appearance of the resort was good. We arrived in our room and for all outward appearances, it seemed as everything was in order. We were very disappointed in the tiny closet of a kitchen, though. There are no drawers in the kitchen so all supplies were in cupboards and left no room for any food, whatsoever. A utensil holder for utensils would have been nice instead of having them laid out in single file in all of the cabinets.
Things started to go downhill when our kids found there was no light in the bedroom. I called maintenance to advise them that we did not have any lightbulbs in the lamps. Two hours later we were still waiting. I saw the maintenance man on our floor so I approached him and asked him if he was the one to put our light bulbs in. He told me that he had knocked on our door and we didn’t answer. Since he did not have permission to enter (the do not disturb card was not on the door) the front desk tried to call our room. I said, “I called you to come put bulbs in, is that not permission enough?” He came to our room a bit later while I waited for him and left my family at the BBQ area. The bulbs got installed and we were on our way to a good time. Or so we thought. We were at the BBQ area trying to cook dinner for 4 kids and only one and a half BBQ’s were working and there was about 6 families trying to use the one and a half BBQ’s. We finally were able to finish cooking our dinner and the kids played in the pool for a bit afterwards. We went back to our room to put the kids to bed and found that we, now, did not have any light bulbs in the living room! We turned on the TV to let the kids watch TV while we waited for maintenance, once again. And…the TV did not work in the living room!!! Maintenance finally showed up and put bulbs in the lamps and got the TV working.
While waiting for maintenance to come and make repairs, my husband and I went into the closet kitchen to clean up and found missing a good portion of the supplies for the kitchen. We had already found that we were missing utensils and potholders now we find that we did not have towels a sponge or any starter supplies. I called the front desk, once again, and they sent housekeeping with the needed items. As we went along we had to keep calling for items that should have been in the kitchen. They were gracious enough and brought the missing items when we asked but it was incredibly frustrating to be trying to cook or clean and not have what we needed. After about the 3rd time calling for supplies I asked if housekeeping could come and do an inventory on our room and put missing items in there. I was assured that they would look into this. It never happened!
We got up the next morning to put coffee on and found that we couldn’t make coffee! Our coffee maker was missing all of the insides. Once again, I needed to contact the front desk. This time I had to walk there because our phone would not work to call out. The front desk staff assured me that they would get someone out there to bring us another coffee maker. I, once again, asked to have housekeeping come to take inventory and supply the room with what was missing. Nobody ever showed up. They just brought us what we were missing, one item at a time!
We checked in on a Saturday and was told that our room service would be on Monday. We had left the hotel Monday morning to return Tuesday night and our room had not been cleaned or serviced. By this time I had had it up to my ears with the service and our room. I, once again, went to the front desk and waited for quite some time to speak to a manager. After much ado and telling him all of my troubles, he moved us to a different room. This room was a little nicer, in that, the kitchen was a little bit bigger than a closet. However, the new room had broken cupboards, knobs that would not stay on the doors, the dishwasher had leaked enough that there was obvious damage to the side of the cabinet that it was installed in and the cabinet was missing a section of about 8” long and 2” deep into the cabinet.
Since this was spring break for our kids we had booked this hotel because of the pool and the entertainment for them on site. Had it not been for the pool and disappointing the kids, we would have left! And while on the subject of the pool….the website advised us of pool renovations but it also said that the pool/s and slides would be open for our enjoyment. Well….this did not happen. For two days that I know of the slides were closed along with the children’s side of the pool area. We spoke to management about having this type of renovations being done during spring break when there are lots of families there wanting to utilize the pool. I think that it fell on deaf ears.
On the last night of our stay, the refrigerator quit working in our new room. We called maintenance, they came and found that the refrigerator was in fact not working and brought us a “new one”. It would have been nice for them to have, at the least, looked inside the “new” refrigerator and clean out the last person’s belongings! GROSS!!!!
Housekeeping leaves a lot to be desired! The floors were dirty in the first room from construction debris and the 2nd room had medicine that the kids found in the second bedroom. This could have been very dangerous if the kids that had found this medicine were small and got into the bottle! DANGEROUS!!!
Beware of timeshare vultures
This is a timeshare property. You are mandated to sit and listen to timeshare salesman where they take no for answer. This place is like a car dealership where you don’t feel comfortable walking around. One plus is the water slides for the kids , however, there needs to be a bigger area of the pool for 3 feet for the kids to play in. Food is too expensive. Lots of retirees at property most likely snowbirds. Good luck!
I’m writing this review as I’m sitting waiting to order food in the caribe lounge. I’ve been sitting here for about 10 minutes with absolutely no help .
It doesn’t surprise me though with the level of service we’ve had this entire trip here.
This is actually the second time we have been completely ignored in this restaurant. Once the staff did finally assist us they were very nice. Until we started getting our food in to go containers? Apparently, they had run out of clean plates which coincides with the fact that they had also run out of clean towels for the pool two days in a row. We received our bill and instead of charging us the two for one happy hour they had charged every drink individually. Seems like an odd slip for something they do every day.
When we checked in we were directed to check in at the VIP lounge. Which I guess is code for you own timeshare so we’re gonna aggressively pressure you for an additional 20 minutes before giving you your room key into taking a seminar to buy MORE timeshare! My fiancé repeated numerous times that we were here with a group and would need to see what everyone did before we made solid plans.
We proceeded to get into our room and from that point, we received 2 calls daily for 5 days to ask us to come to the front desk for our welcome packet and when would we like to sign up for the tour?. No joke twice a day! Last night my fiancé said to the woman on the phone “as I said if I have time I’ll come down and let you know” her response….”well your on the phone now” at this point I’m tired and pregnant and not feeling well I have to be honest it’s lucky I handed the phone to my fiancé cause had that been me I would have lost it.
The rooms were nice good ac. It was awesome having a jacuzzi tub in both bathrooms. However, we had to put a service call in the one in our bathroom didn’t work. Also each room had a balcony which is nice but my fiancé’s brothers room had a faulty latch and he was locked out a few times and had to wait for the desk to pick up for about 15 minutes or so stuck outside.
The wifi service is terrible!! Absolutely horrible!! You may as well just stay off of it. When all was said and done this is a nice place with a big clean pool but we will not be staying here again check out Tahiti Village it’s right down the street.