This was our second time here, and we will probably return, even though, for the second year in a row, the check-in was a nightmare. I have never been so conflicted about an establishment. Instead of the usual litany of likes and dislikes, I refer you to other reviews found herein, that I generally believe are accurate. What I wish to do is give you three areas of the checkin experience that I will focus on, in hopes that you will not experience the same issues as I did:
1. I am a Gold Amex holder since 1977. This hotel either does not know how to process an Amex card, or this is by design to disuade one from using it. Suffice to say my Amex did not work after repeated attempts. Their sole solution was to have me go the bank the next morning and withdraw cash. I even phoned American Express who told me my card was fine, even spoke to the front desk clerk who still insisted there was nothing they could do.
2. I checkin to an average of 20 hotels a year, on business and pleasure. The way it works is that the run the card for authorization, so that I may charge meals, bar tabe and incidentals to the room. Second year in a row that, the first time I went to charge something, I was denied as I had not setup authorization. I had specifically mentioned this concern on checkin. By the way, my wife, who was with me, speaks fluent Spanish and acted as translator, so there was no language issue.
3. Finally, they will attempt to give you the worst room in the hotel. Make sure you see the room before you drag your luggage there. I had to go through three rooms. What amazes me is that they are so doubtful of my efficacy. When they gave me a room key to the second shot, the key didn't work. When I came back to the front desk, they went with me to show me how to use the key, like I didn't know. Presto, it didn't work. They had to call maintenance.
Once we were settled and had resolved the three issues above, for the second year in a row, the rest of our stay was delightful.
Wow, what a wonderful place. Right on the beach. The resort is keep spotless by all the hard working staff. Special thanks to Edewel and Matais. Always stopped to have a chat with a smile. So knowledgeable about the area and that made my walks very enjoyable and long!! The apartment was fantastic - fully equipped. The bed and pillows ensured a good night sleep. Spotless white towels. Televisions that can be converted to English on some channels. Had two balconies with chairs and table. Edy made sure it was kept tidy. Left us water and toiletries. Laundry room on every floor with washer and dryer that can be used by guests for free. The gym was great too. Fluffy huge white beach towels are provided. The life guards were great. Food can be ordered on the beach. All the things we had was very tasty and good size portions. Special thanks to Rafeala. Very sad to be going home today. Will definitely be coming back. Must also mention hand gels were available at all the desks. Very important with the Coronavirus at present.
Our family of 6 spent a week at Fiesta Americana Villas Cancun and loved every minute! We had a 2BR-2BA suite with nice living space. The outdoor patio was huge! We enjoyed morning coffee overlooking the beautiful water every morning, very relaxing. Staff was superb from check in to check out. Edwel provided useful information upon arrival and even visited us poolside to see how everything was going. Ana, the housekeeper, was the best! She was honest (our daughters accidentally left their room safe open one day and a cell phone out, nothing was stolen) and always willing to accommodate us. Our daughters loved seeing the bed art every day, after Ana had cleaned our unit. Kids Club staff was very interactive and friendly. The spa was amazing, locker rooms are a little small but the massages were wonderful. The fitness center was clean, spacious and offered a nice selection of resistance and aerobic activities, along with yoga mats, one wheels and BOSU board. Laura, reservations manager, ensured we had a great stay and wished us well upon check out. Thank you FA, we will be back!!
I recommend this place for the Hotel and their staff. From Ada, Juan, Daniel at the front desk, Daniel at membership, Cesar, Pedrito, Lupita, Jorge , Wendy, Rafael, Matias, Ignacio, the person that made sure my Room was always perfect. Erick at the Spa and there was another lady at the front desk I can remember her name Huge THANK YOU,,, Love my stay and you guys made it possible.
I hope this review will at least get read by the property manager and also help a few Tripadvisor fellows to make a wise choice.
I have been living in Mérida, MX for close to two years (for work). Before moving in, I was always booking at Fiesta Americana Mérida given their high standards and top-of-the-game customer service.
Luckily, this year, I was able to convince my parents to come visit me in Mexico. We've been traveling around, including visiting Mérida (of course!). We visited the Fiesta Americana Mérida since this is where my Mexican "story of life" started... we even took pictures in there!
For the last two days, since my parents were flying back from Cancun, I decided to book the Fiesta Americana Cancun... it was a complete no-brainer for me.
Unfortunately, the experience has been totally awful, and now I am doubting whether I will still have Fiesta Americana tattooed on my heart so much.
Being in business myself, I am always doing introspection, trying to understand what would explain such a difference in the service. I thought, maybe they are very busy for XYZ reason, maybe there's this, maybe there's that. However, when speaking with one of the staff, they did mention that they had 600+ cancellations in the past few days given the outbreak of the Coronavirus (COVID-19), thus no imminent reason why the service was so poor.
First, you check in, they tell you that you cannot bring any food or beverage from outside the resort... what's the point in having a full kitchen then?
Second, they have a few restaurants on site, we did have La Palapa for all the meals, which was great food... unfortunately, service was awful(!). The waiters had more fun speaking to each other, than doing their own job. I had to run for people to get water, extra service or even my own bill.
Third, we got on site (in the evening) with my mom using crutches. We did ask for a wheelchair, which they had available (great!). We used the wheelchair a good chunk of the evening and the concierge came to us saying if we wanted to get out of the resort with it, that it was fine but that it would be USD$45.00 for the 2 days (OK, fine). I told him it was fine and that we didn't need it for now, we were going on Isla Mujeres the next day anyway. The next morning, we changed our mind, we called to get a wheelchair - much safer and useful than crutches. They brought up a chair to the room, and we told the concierge we would like to rent it for the day to go outside the resort. At that point, she told us that she (the hotel) couldn't rent it as she would need it for other guests coming in. The only plan was to wait 4 hours and rent it from a company in Centro (note here: this just blew up the entire plan of going to Isla Mujeres). In the end, we basically just stayed on the resort all day (with the chair ?!?!) - no questions asked. When I told the concierge it didn't make any sense and that I wanted to speak to the manager, she just refused and turned us away.
I could go on for the night about this experience (cleanliness of the room, etc.).
Hopefully this leads to something.