Wyndham Alltra Cancun

Booked this resort for our honeymoon as it was marketed as an all inclusive venue and their pictures looked great. The problems started from check-in.

We arrived a day late due to a flight connection failure but we attempted multiple times to contact the hotel via email to keep them updated. We provided updated arrival information and asked for airport transfers - the transfer was not arranged.

We had asked for the room to be kept available so that we wouldn't have to wait for checkin when we arrived and we had paid for it, so it should have been ready. Check-in took for ever.

When we finally got to speak to the reservation clerk, I asked about the honeymoon requests I had emailed the hotel about, prior to our delayed arrival. She had no knowledge of the requests & nothing had been arranged. She told me she was check-in staff and not reservations.

When I started to get very frustrated with her about this, she became very hostile and abusive, even calling on the phone & whispering to who ever she had called.

Eventually a manager came and after had to explain our entire story again she sorted out a room - which was another dissapoitment.

Paying for a suite and requesting a sea-view room shouldn't mean you have to stand on your balcony and lean off the edge to get a glimpse of water! And the sliding door was broken.

Later that day we finally got an email response from the concierge appoligising for the failed response to our emails. All of them!

I don't know who trains these useless front desk staff but telling someone to "calm down because this is not my fault" - when the person they are speaking to is clearly very frustrated - is NOT going to help. That is pouring petrol on a fire and likely to get similar results. Useless training and staff.

Do NOT waste your money on "Dining Experiences" - absolutely shocking waste of money.

We ordered a Surf & Turf with bottle of wine which in the description mentioned a bottle selected by their sommelier. Additional cost $1,800.

We had a tour booked for the second day and when we found out the tour returned later than our booking time for the dinner, it took multiple attempts with more than 6 different staff before we could get the time moved. Again, emails were not replied to in any form of responsive way.

The beef steak was tiny and so cold it was rubbish. The wine - that we paid $400 pesos for was some cheap rubbish you could get at the store for $50. No expert advice on the bottle either. Extremely disappointing.

To finish on a highlight - some staff went above and beyond and should be commended. Unfortunately the experience was ruined by the majority of staff not having the same level of dedication or professionalism as the few. The waiter at our first diner was excellent as were most of the bar and serving staff around the pool and main bar.

I do not know the name, but when we returned to our room after dinner the first night, one of the house maids had arranged the honeymoon welcome champagne and roses on the bed that had been requested in my first email. It made my wife's day, and after travelling 36 hours to get there really lifted her back into holiday spirit. What a pity it couldn't have been waiting for her when we arrived.

Sunscape is our go to & favorite hotel in Cancun! The others don’t compare! The staff is incredibly friendly. Javier from Viaggio is one of the best servers. We have made friends with a lot of people here and encourage people to check this hotel out.