Seadust Cancun Family Resort

Stuff extremely friendly and a ton of fun I’m definitely coming back again 10/10 would recommend to anyone. Auceli our waiter was the absolute best!

I had a wonderful time here, the views and facilities are amazing. Also the staff especially Auceli was fantastic, very attentive, always smiling and happy to help Will be back again and hopefully will see him and the other staff here

I am writing to submit a formal complaint regarding the unacceptable treatment we experienced after arriving at your resort on September 14.

We arrived by private transfer and also paid for a return transfer because we preferred the convenience and quicker access. Upon arrival, we were not given a tour, welcomed properly, or shown how to use the resort app. We were simply directed toward the elevator and left to find our rooms ourselves.

When we entered one of our rooms, we discovered that an air-conditioning unit was leaking. Water was dripping onto the floor and had formed a large puddle, creating a serious slipping hazard. The ceiling surrounding the unit was visibly wet and appeared as though it could collapse. We retained photographic evidence of the condition.

When reported the issue to the front desk and requested that our rooms be changed. Staff agreed to change one room but said they could not move both rooms and keep our group together at that time. We were told that we would receive a call when two rooms beside each other became available.

We then attempted to locate the swim-up bar advertised on the resort’s website. When we asked staff for assistance, we were directed to the second floor and told that the area was normally reserved for “Infinity Members.” The employees pointed to their name tags, explained that they worked with the Infinity program, and said they would “upgrade” us and provide complimentary access.

When we arrived at the second-floor pool, we were shocked by what we found. The rooftop pool appeared abandoned and looked as though it had not been maintained in years. Mold and mildew were visible, and the swim-up bar was completely inaccessible because it was covered in plastic.

Understandably disappointed, we returned to the front desk to ask why we had been directed to an unusable facility—especially after already experiencing problems with our room. Instead of addressing our legitimate concerns, staff accused us of being aggressive and unruly and called the police. Security personnel surrounded the lobby, making us feel as though we were criminals.

The police did not appear to have any concerns about our conduct. They indicated that the situation was not a serious police matter and directed us back to our rooms at approximately 8:00 p.m. We had only just arrived for an all-inclusive vacation, yet we were already being prevented from enjoying the resort.

Feeling frightened and humiliated, we stopped at the lobby bar to get a drink before returning to our rooms. A supervisor named Miguel followed directly behind us and instructed staff to refuse us service at the bars and restaurants. We were told that we were not permitted to be elsewhere on the resort and had to remain in our rooms.

The following morning, we approached the front desk and spoke with the manager, Enrique. He was extremely apologetic and offered to move us to upgraded, side-by-side rooms on the 12th floor. He also offered complimentary spa services and host-booked dinner reservations. Enrique advised us that the new rooms were not yet ready but assured us that we would be contacted once they became available.

When the rooms were eventually moved, we encountered another serious security concern. We realized that we had accidentally left our passports and other belongings inside the safe in our original room. When we returned to retrieve them, we discovered that the room was open and the safe was also open. Our passports and personal belongings were left inside the open safe, accessible to anyone who could have entered the room. This was extremely concerning, particularly given the importance of our passports and the fact that the room was accessible while our belongings were inside. We consider this another serious failure to protect the security of our personal property. We have concerns about who may have had access to the room and whether our belongings were adequately secured.

We returned to our rooms, packed our belongings and attempted to make the best of the day while waiting for the promised call. No call ever came.

We had a 6:30 p.m. reservation at the seafood buffet, so at approximately 6:00 p.m., we approached the front desk to ask about the room change. Once again, we were accused of being aggressive and violent, and the police were called. Before we had an opportunity to respond, the officers were already present.

We approached the officers respectfully and allowed resort management to explain the situation in Spanish, even though none of us speak Spanish and we were unable to understand what was being said about us. Once management had finished, Shauna respectfully asked the officer three direct questions:

Do you feel that we have done anything wrong?

Is there any warranted reason for the police to be here?

Am I not entitled to understand the conversation taking place about us in English?

The officer answered, “Yes, ma’am,” to all three questions. When we asked what we should do to prevent the situation from continuing, the officer replied, “I have to leave now, ma’am,” and drove away.

Although we were relieved that the officer left, we were deeply concerned. By only our second day, resort staff had twice used the police to intimidate us in a foreign country, even though we were simply attempting to have legitimate concerns addressed.

As we returned to our rooms, we stopped at the lobby bar for a drink. Miguel again followed us and instructed staff to deny us all bar and restaurant services.

On the third morning, we called the front desk and requested an in-person meeting with a manager to discuss everything that had occurred. we were told in an aggressive tone that if we approached the front desk, made another complaint, or continued to behave “violently,” the police would be called again and we would be removed from the property.

At that point, we felt threatened and genuinely unsafe. We attempted to contact our travel agent but did not receive a response. With no support available and fearing further intimidation or removal by police, we felt we had no reasonable choice but to leave.

We paid approximately $1,300 CAD to move to another resort so that we could feel safe for the remainder of our vacation in Cancún. We packed our belongings, checked out and attempted to salvage what remained of a trip that was supposed to be relaxing and enjoyable.

This experience caused significant emotional distress, fear, humiliation and financial hardship. We incurred substantial, unexpected expenses because the resort failed to provide a safe room, deliver the amenities it advertised, respond appropriately to our concerns, protect our personal belongings, or treat us with dignity and respect. Instead, the police were repeatedly called in response to our complaints, we were denied access to food, beverages and other services that were included in the all-inclusive vacation we had paid for, and our passports and personal belongings were left unsecured in an open room and open safe.