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Reef Club Playacar Traveler Review :: "We simply left 3 days into our 7 day visit...."

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Summary of All Property Reviews Ratings based on answers from a total of 8 reviews (All Reviews) 10 is best 1 is worst
Feature	Ranking	Feature	Ranking
Cleanliness of Property	6.00	Quality of Property	5.25
Privacy & Quietness	4.25	Quality of Service	5.00
Courtesy & Hospitality of Staff	5.50	Accuracy of Website (marketing hype) VS. Actual Experience	5.38
Food and Dining Experience	5.38	Price/Value of Property	4.88
Safety Factor (Did you feel safe at property)	4.75	Quality of Beach (ranked closest beach if property is located off the beach)	7.75
Total Property Score: 5.41 | Average Star Rating: 2.62 out of 5

• 50% (4 visitors of 8) said they would go back to Reef Club Playacar again.
• 50% (4 visitors of 8) said they would recommend Reef Club Playacar to friends.

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Unfortunately, we had some serious problems at the Reef Club resort that I would like to outline at this time.

Upon our check in, we arrived at what we thought was our room and opened the door. Amazingly, our key for room 1123 actually opened the door to room 1023, which we had gone to by mistake. (As our key easily opened room 1023, one can reasonably assume that the key to room 1023 will also open the door to our room, 1123.)

Upon discovering our mistake we immediately departed for room 1123 where discovered a nicely decorated and clean room. However, unfortunately this room is located directly over the main swimming pool and its accompanying pool bar. I immediately went back to reception and informed management of the security issue with the keys and also asked that we be permitted to switch rooms as we had feared that the music and noise from the people gathered around the pool and its bars would keep us awake at night.

With respect to the security issue, I was told that maintenance would be visiting our room to check the locks and was also told politely that we would not be able to switch our room, but that we would be able to have the music turned down at the pool bar if it was too loud at night.

Sadly, no action was taken on the lock on our door and events proved our fears of loud music from the pool bar. Despite us both having used ear plugs and using the air conditioning fan to create “background noise” the music from the pool bar was very disturbing to us both. As a result, during the late evenings and nights of 15-16 December, I made multiple requests via the telephone, in person and in writing to have the music turned down at the pool bar. After first being told that no one had the remote control to turn the volume down, I was assured that the volume would be turned down. In short, it never happened. (However, there was a strong rainstorm on the night of 16 December that halted the music at approximately 11:40.)

As all of our attempts to resolve this matter with hotel management had been fruitless we had left a message for our travel company representative on 17 December to discuss our concerns. Unfortunately, the representative did not contact us.

During the mostly sleepless night of 17 December, we decided to salvage the remainder of the week by departing on the morning of 18 December. (I quickly made arrangements to stay at a hotel in Cancun.)

During our checkout of the Reef Club on the morning of 18 December, I was asked to complete a written questionnaire of why we were departing early. I did so and asked for a copy of the questionnaire for my records. However, I was told that it would not be possible to obtain a copy.

While I understand that a resort is a complex operation, requiring a great deal of time and effort, I believe that the focus of a quality resort should be it’s guests, and that the management should have budgeted a small amount of effort to resolve the severe noise issues with our room by permitting us to move, or keeping the promise of reducing the volume of the music from the pool bar. Additionally, in our eyes, the security issue remained unsolved as to our knowledge no one did anything with the locks. I firmly believe that the key to room 1123 will still open the door to room 1023.

These events, combined with how poorly they were handled, have tarnished the Reef Club image.

Fortunately we did receive a full refund from our travel company, which went a long way to compensating us for the sleepless nights and frustrations we encountered during our abbreviated stay at the Reef Club.

Property Review
10 is best 1 is worst

Would you stay at this property again?: ... No
Would you recommend this property to your friends?: ... No
In your opinion, how would you classify the "style" of this property: ... Family Oriented
Possible Anwswers: Family Oriented, Couples Oriented, Mixed/Diverse in a Good Way, Mixed/Diverse in a Bad Way

• Cleanliness of Property: ... 5
• Quality of Property: ... 2
• Privacy and Quietness: ... 1
• Quality of Service: ... 1
• Courtesy and Hospitality of Staff: ... 3
• Accuracy of Website VS. Actual Experience: ... 2
  
• Food and Dining Experience: ... 3
• Price/Value of Property: ... 2
  
• Safety Factor (Did you feel safe at property): ... 1
• Quality of Beach (ranked closest beach if property is located off the beach): ... 3

Destination/Island Review
10 is best 1 is worst

Would you visit this destination/island again?: ... Yes
Would you recommend this destination/island to your friends?: ... Yes

• Cleanliness of Destination/Island: ... 7
• Options of Activities in the Area: ... 8
• Ease of Transportation (air, taxi, bus, shuttle): ... 7
• Quality of Beaches in the Area: ... 5
• Courtesy & Hospitality of Locals: ... 7
• Safety Factor (Did you feel safe in the Area): ... 7
  
• Local Restaurant Experience/Options: ... 7
• Price/Value of Destination (Does your dollar stretch?): ... 7
  

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