Costco,**This is the first time I booked. a trip with Costco Travel and overall I am very pleased. I booked a trip to Playa del Carmen at the Paradisus Hotel at Playa del Carmen owned and operated by the Melia company.**I wanted to bring to your attention various issues that I had during my stay which were disturbing and negatively impacted my trip:***)*P***ion Restaurant Incident: Through the Concierge I booked dinner at the * Michelin Star P***ion Restaurant. The fee is extra because it is a Michelin meal. **First issue was that the restaurant did not have my reservation, even though I had a card evidencing the reservation.**When we were finally seated, we were placed near a drunk. ** It was obvious that he was annoying the staff because he kept getting up and leaving the restaurant. In addition, for reasons I do not understand, the staff had his phone, which he kept requesting.**While I was talking to my son, he made some comment. I ignored him, but the activity with the staff was quite apparent. **At one time when he got up again, he tapped my son’s shoulder and asked him to meet him outside. The restaurant staff saw this, were shocked and did nothing.**I asked the staff what was the deal and their only response was “ did I want to move”. I asked them why they did not move the drink. My son, *who is *** and I liked our table..*He was their problem and they should handle it as the drunk was annoying the staff and the guests. The drunk was the one who should have been moved or removed.*The staff continued to do nothing.**I had to go to the ladies room and I asked the staff to watch the drunk and make sure that he did not bother my son again.**I was gone for only a few minutes, and when I returned the drunk had his arms on my son’s shoulders. I lost my temper and yelled at him to get his arms off of my son. Finally the restaurant staff interceded and moved the drunk away and put us at another table.**I asked the staff what happened and they advised me that my son starting talking to him. When I asked my son, he had a different story. He told me that the guy kept saying nasty about me — the drunk thought I was my son’s girlfriend. My son lost his temper, and got up and told the drunk to mind his own business - that he was talking about his mother. The drunk then came over & put his arms on my son’s shoulders and apologized. That is when I came in.**Needless to say the whole meal experience was ruined. I was also embarr***ed because I lost my temper and yelled at the drunk. When I calmed down I apologized to the staff for losing my temper.**When I got the check I noticed that they charged me for the champagne, which I had received a voucher for when I went on the sales tour for the vacation share - *copy of the front and back of the voucher attached*.**Unfortunately I forgot the voucher in my room and advised the waiter. I told him I could bring it back later that night or the next day. He would not budge and charged me for the champagne.**You would think that after the negligent behavior of the staff that caused this problem and the fact that I was upset that they would have comped me the champagne, but they refused to do so.***)*The next day I spoke to a Ailed who was with the concierge service representative who we were ***igned to. I told her what happened the night before at P***ion. **I asked for at a minimum that I would like to have the champagne comped. I advised her that I would be out all day at an excursion and then leaving early the next day to go home. She advised me that should or someone on the staff would get back to me before the end of the day. I never heard from anyone and first called Maria at Guest Services who did not get back to me. I then called the front desk and asked to speak to the hotel manager. I was told that he or she would call back shortly, but never heard from the manager. I called * times until then I realized i would not get a call back. **At around **- ** at night, Maria finally called back and told me that they would comp me for the meal **% ONLY if i would sign a Release and agree not to give the hotel a bad review. I felt like i was being blackmailed. In all my years of travel I have never had any comps or courtesies come with conditions.**I told her to forget it that I would not sign anything. I also wondered why they would ask for a Release. I am an attorney and thought more about this unusual request and realized that P***ion was negligent in not controlling the drunk and allowing him to touch — ***ault — my son. **When I thought it could not get an worse, Maria then went on to tell me that my son was at fault for talking to the drunk and that since I apologized I was wrong. ***)*If things could not get any worse, this morning when I went to check out, included in my final tab was a charge for a Tequila tasting and a local phone call. I had a bad stomach flu and had cancelled the Tequila tasting. Since I was ill for * days, I had to call the concierge doctor. It was worth paying the $*** fee * medicine fee. **Regardless of the above, the front desk said they had no record of the cancellation. After what happened at P***ion I was floored! We are talking about a $** fee, which I can easily afford. But I was not going to pay for something I did not attend and I had cancelled. **The man at the front desk, Luis, *who was on duty *:** am today*, just kept on arguing with me. When I realized he was an idiot, I asked to speak with the manager, Sergio. Sergio advised me that he was the night manager. **I told him what happened and also that I did not make any local calls and that I would not pay the fee. He also commenced arguing with me! The airport van was waiting so I gave them my cell phone number and told them when they took those * fees off of my bill, that I would pay the remainder of the bill.**When I got into the van, Sergio then decided to take off these * charges — totaling an estimated $** US dollars. Meanwhile he had dela*** the airport van and the driver was threatening to leave me.**OVERALL, the customer is not respected in this hotel and confronted when there is a question or disagreement. In other hotels I have sta*** in Europe and the US, when I dispute a charge and it is taken off without any comment. Not in this hotel, it is an invitation by the staff for an argument and an opportunity to in effect insinuate that you are lying.**The hotel property is beautiful, food great, but because of the arrogance and unprofessional is of the staff, I will never book a stay at a Melia property again.**I wanted to bring this to your attention because I have never experienced anything like this in my years of traveling.**If you want more information, please feel free to contact me at ***-***-****.**Thank you,**Ivette Santaella****Sent from my iPad
I trust that Costco Travel will make this right and come up with a resolution that is fair.