Definity not a dream vaction
The total cost of this vacation was over $15,000, including excursions. We saved for years for this trip and were genuinely excited — this was meant to be our dream family vacation.
Instead, our experience was filled with unacceptable conditions, health concerns, service failures, and a complete lack of support from the resort and affiliated representatives. We feel deeply disappointed, ignored, and frankly cheated, given what we paid and what was advertised.
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1. Transfer to the Resort — Unsafe & Unacceptable
Upon arrival at Cancun Airport on March 9, 2026, we boarded the transfer bus and were left waiting for over an hour with no explanation. No other passengers ever boarded.
Shortly after departure, the driver announced that the bathroom could only be used “for number one.” Within minutes, an overwhelming raw sewage smell filled the bus. Passengers were gagging; our daughter vomited; and despite everyone trying to move forward or close vents, the odor only worsened.
After about 30 minutes, the driver pulled over, sprayed something to mask the smell (which did nothing), and again told us not to use the bathroom. We endured nearly an hour of these conditions.
The next day, both our children were sick, and my wife and I were also unwell.
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2. Attempts to Report Issues — No Support, Constantly Passed Around
I contacted my travel agent immediately, and was told to reach out to Nexus.
I attempted multiple Nexus chats, but they repeatedly disconnected. We searched the resort for several days and could not find a Nexus representative.
Throughout our stay, we:
• asked multiple members of staff for help
• attempted to speak with managers
• contacted different representatives
Every time, we were passed along to someone else, and no one took responsibility.
It wasn't until 8 days into our vacation that we finally spoke to Noe Novoa Madrigal, who told us there was no record of any of our previous reports — despite us making them multiple times.
Even after finally reaching someone, the issue was never dealt with at all.
This left us feeling completely abandoned by the very companies responsible for assisting us.
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3. Ongoing Issues Throughout Our 15 Day Stay
Our stay consistently fell far below the standards promised.
Basic Amenities & Services
• Repeatedly no chairs available, even at 7 a.m.
• No towels available on multiple days, even after informing management.
• On several days, because there were no chairs and no towels, our family was forced to sit on the grass like we were homeless, or lay our own clothes in the sand just to have somewhere to sit as a family. This was humiliating, uncomfortable, and absolutely unacceptable for a resort at this price point.
• Only allowed two pizzas at Gusto at lunch despite being a family of four.
• Took 8 days to receive the $500 coupon book — after we had already paid full price for excursions and a cabana.
• Took 3 days to receive pillows for the pullout couch and only received one asked for 2
• No hot water for 3 days.
• Low or no water pressure for another 3 days.
• No dark rum or Diet Pepsi at many bars, and staff refused to serve the premium rum that was clearly visible. Night time was even worse
Dining & Restaurant Experience
• Unable to book à la carte restaurants in advance as app didn't always work.
• When we finally secured one, we arrived early, were told to return later, and then waited 45 minutes to be seated — while Star Class guests with no reservations were seated immediately.
• Buffet food was repetitive and unchanged daily, except for green food coloring added on St. Patrick's Day.
• Our son was refused pepperoni pizza multiple days despite only zucchini or mushroom pizza being available.
• No beef available for an entire week, despite dietary requirements.
• On days it was available under cooked, even after repeated requests for well done was still red and almost raw. (we enjoy med/rare meat this was raw)
• Cooked sausage served to me raw and cold again after repeated asks, finally I just gave it back.
• Kids rarely received drinks when they went to the buffet alone.
• Our own drinks were often forgotten, even though we always tipped.
Entertainment & Activities
• Entertainment catered only to very young children; our teens were bored. Unless we paid for the extras
• We were told to leave the beach when trying to watch a fire show on the adult side.
• No beach party on the family side.
• Bars severely understaffed — 10–20 minute wait times every night.
• No shots available during the second week, despite us being responsible married adults.
• Mini putt course was unsafe — torn turf caused me to slip and fall.
• Only broken or toddler-sized clubs were available.
Management Support — Completely Absent
We asked multiple times to speak with management and were ignored.
Only when I refused to leave the front desk did a manager finally speak with me. He told me to message him on WhatsApp if I needed anything — yet he never responded to a single message.
For a 15 day stay, this level of disregard was completely unacceptable.
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4. We Feel Cheated — We Need This Made Right
We saved for years to afford this vacation. We trusted Sunwing, Nexus, and Planet Hollywood to provide the experience promised and to support us when issues arose.
Instead, we were:
• ignored,
• passed between staff,
• denied basic amenities,
• subjected to unsafe and unsanitary conditions,
• treated as an inconvenience rather than paying guests,
• and left without the quality or service we paid over $15,000 for.
We are asking you to make this right and provide appropriate compensation for an experience that fell drastically short of your advertised standards.
This was supposed to be our dream family vacation. Instead, it brought illness, stress, embarrassment, and ongoing frustration — with almost no help provided despite us asking repeatedly.
We sincerely hope you will take responsibility and address this matter appropriately
