What Apple is NOT telling you - Del/Mar rooms are closed

[Stevie]

The status Apple is providing on the Iberostar Del/Mar is VERY miss leading. The truth is only the lobby area and disco are open. Access to the rooms is barricaded and there are NO guest staying at the Del/Mar.



We were booked into the Del/Mar starting on 11/19. When we exited the airport the Apple Rep had a transfer for us to go to the Maya. Arriving at Maya, the receptionist informed us we were NOT at that property. After looking further, told us we were at the Beach property.



This was not an isolated incident, we had other family arrive on 11/20 and friends on 11/23 and both were sent in circles by Apple.



Iberostar personnel were great through out the stay but Apple reps were terrible – to the point of being rude. I will be interested in Apple’s response to the letter headed their way.

[paraiso10]

Stevie...it's just a free upgrade. Iberostar Parasio include: Del Mar, Beach, Lindo, and Maya. The Maya being top of the line, then Lindo, Beach, and Del Mar.

Basically, you are complaining about a free upgrade. I don't think most would have an issue with this. If you read any forums or reviews before you went you would have expected to be upgraded, as mentioned by other users, all of which were very pleased with their upgrade.

[Stevie]

Sorry you missed the point – I am not complaining about the upgrade but pointing out the extremely poor customer service by Apple reps.

All Iberosar staff was amazing – courteous and very helpful at every opportunity. If only the same could be said of Apple reps.

A sample of the Apple rep experience – 1 hour before we were to be picked up at the hotel for the transfer back to the airport, I checked with the Apple desk to confirm the time and location. Considering the confusion on the transfer from the Airport I wanted to make sure we were at the right location. The Apple desk reps dismissed me by saying pick up was not for another hour and it would be at the Del/Mar.

When the Apple driver arrived 15 minutes late, he chastised me for not being at the Maya.

Nice final impression –

[PlayadelSoul]

Until business picks up, a few of the multi-resort resorts have been upgrading everyone. It happened to me, and I was thrilled.

When I pay for hamburger and get filet mignon, I find little to complain about.

[Shammy]

Yes, they are upgrading people, because it just doesn't make sense to keep all sections of a huge resort open when you have so few people. Better to house them in one area and make sure all or at least most facilities are open, then to scatter them about and have different things closed so they can't use what they paid for. I guess the theory is if you are upgraded at no cost, and something isn't available, it's more difficult to complain about it.

None of this excuses the Apple reps if they were rude. But one thing to keep in mind is that things are VERY confusing right now for the Amstar reps as well (that is who Apple uses as their reps in Mexico). They may have told you something, and it may have been incorrect...but I highly doubt they told you something that wasn't right on purpose. That's probably what they were TOLD to tell you, and as it turned out, something changed and they didn't know. If there was a miscommunication between Amstar and the bus driver, that's probably not the fault of the rep...it was probably just like I said, a miscommunication. But again, if someone was outright rude, there's no excuse for that.

[schmerl]

Yes, they are only using the Maya and the Beach because of low occupancy. Here is an e-mail I received from the Iberostar when I inquired about it:


"Regarding your questions, the upgrades were not gave because we are in bad shape, we basically put all the guests in one resort because in that way it was easier to handle them all due to the fact that each resort (Paraiso del Mar, Beach, Lindo & Maya) has a few arrivals each day and it was not practical to have 10 rooms occupied in each resort and it made more sense put them all in only one hotel, this hotel being the one of a higher category.
Last Saturday, November 19th, we had over 100 arrivals so we start receiving our guests in the IB. Paraiso del Mar & Beach. we are first using the Ib. Paraiso Beach rooms and when it is necessary we will use the rooms at the IB. Paraiso del Mar, both resorts are the same, we share all the facilities and services.

[paraiso10]

I think that Stevie was just a bit confused regarding the status and classification of the resorts. I'm guessing he is mostly upset that someone from apple was rude to him, and not being aware to the fact that he actually received and upgrade he was using the switch as ground to complain. He did say the staff at iberostar was not a problem for him.

I'm also guessing that if he has read any replies he understands now what actually happened. I hope they are still upgrading next month when I get there!

[schmerl]

Originally Posted by paraiso10

I I hope they are still upgrading next month when I get there!

paraiso10 ,
When will you be there? We will be at the Del Mar (or where ever they put us) Dec. 24-31.

[paraiso10]

We will be there Dec.14th - Dec.21st. I am booked on the Lindo side for the first 4 nights, then the Maya for the rest. It would be nice though to stay at the Maya for the entire trip.

Hope you guys enjoy it...I've been to Iberostar Quetzal twice, and visited the Lindo last May when we were there.

[BuckeyeBeachLvr]

When I read Stevie's post I think what he's saying on the upgrade bit is that at the airport they were told they were being upgraded to the Maya. They then arrived at the Maya to check in and were told that they were not at the Maya but rather the Beach and then had to go to that property for check in. Then when they went to leave, they waited for transfer at the Beach and the driver was upset with them as he said they were supposed to be waiting at the Maya. At least that's how it appears to me what happened. Seems like the upgrade was then switched back to the original grade purchased. Is that the case Stevie ?

"We were booked into the Del/Mar starting on 11/19. When we exited the airport the Apple Rep had a transfer for us to go to the Maya. Arriving at Maya, the receptionist informed us we were NOT at that property. After looking further, told us we were at the Beach property."

[Tyk]

Why wouldn't Apple inform thier travellers BEFORE they even left? It appears they should be very aware of the status of the resorts and know full well that people are going to be moved. It just seems like this would be basic customer service to me. Sure things are confusing for the travel companies. However, travel is thier JOB. Why doesn't Apple know or tell thier people, or even at least give thier clients a heads up that they MIGHT be upgraded? Why let people land and go through the confusion of changing resorts, etc?

We've done 3 trips with Apple, and each time something has gone wrong. Not all of it has been thier fault, but when there is a problem, I have found them to be EXTREMELY unhelpful, sometimes even exacerbating problems that should be easily fixed. We now book through Expedia, who I've found to be very competent and helpful in all things related to booking and reservations. They don't have reps on the ground at the resorts, but ime the Apple reps were generally worse than useless, and tended to just piss me off before I would end up dealing with a problem on my own anyhow. Expedia is almost always cheaper, and I am at the point now where I will spend MORE to avoid giving Apple Vacations another dollar. Just my unsolicited .02.

Good luck dealing with them Stevie. I hate to tell you, but now that they've got your money, they aren't going to give a damn about your letter of complaint.

[paraiso10]

All of the Iberostar Paraiso resorts are in THE SAME PLACE! If he booked Del Mar, and then they took him to Maya (a few yards away), and then he stayed at the Beach, yet again a few yards away, then how is this the fault of Apple? I'm not saying that Apple is good or does a good job( I use Funjet ). His first sentence said that Apple is not telling you everything, we were booked at Del Mar and we really stayed at the Beach( they are in fact the same resort ).Upgrades are done by the resorts not the Travel Company. It is likely that Apple didn't know of an upgrade, but if they suspected it, one would think that it would be a pleasant surprise. If his issue was that Apple was rude, then why complain with "Apple is providing on the Iberostar Del/Mar is VERY miss leading. The truth is only the lobby area and disco are open. Access to the rooms is barricaded and there are NO guest staying at the Del/Mar."

I knew all of this info just by reading forums on Playa Del Carmen. I've read many complaints about Apple, and would never book through them. In fact, I've used Funjet 4 times and have been very pleased. I will continue to use Funjet while customer service is good. I will NEVER, however, complain that I have been upgraded....for free!

[Tyk]

Ahh, IC, I did not realize they were basically the same resort (I've never stayed there).

Well, that might change my opinion a little, not my opinion of Apple, but my opinion of the justness of Steve's complaint.

However, I'm sure in the past some people that should have didn't complain to Apple, so I still think he should give 'em hell.

[rugger]

i've been to the ib paraiso resort complex 3 times now. yes they are the same resort but to say they are yards apart is a little misleading in itself. the walk between lobbies would be quite round about and i would not want to make it without knowing where i was going and i definately would not want to worry about getting my luggage there.

i have used apple twice and funjet once. and feel that the funjet reps were head and shoulders above the apple reps. funjet staff were more like concierge then reps. they were very helpful to all our needs. apple reps just seem like all they wanted to do is sell me some kind of excersion.

[Shammy]

Originally Posted by Tyk

We now book through Expedia, who I've found to be very competent and helpful in all things related to booking and reservations.

I am so not plugging Apple, nor disregarding the problems you have had with them - but if you think Expedia will ever be there for you if something goes wrong while you're away, you're mistaken. Expedia people (or anyone who is a "self booker" actually) are the very first people to get bumped when a hotel is oversold because for one, they know you have no one in house representing you...you are on your own. If you go back and try to get Expedia to do anything about it after the fact, they won't. Not to mention that you have no agent who has your best interest at heart to back you up, or to help you if you do require any assistance.

Again, not saying you should ever go back to using Apple, but Expedia is not all it appears to be when it comes to customer service either! I have had an ear full of stories from clients who have used Expedia in the past! To travel in the USA, fine. International travel - buyer beware.

Everything is all well and good with most every company, until something goes wrong that is.

P.S. Not commenting on any one person's SPECIFIC situation, but in general......

I have to believe with all the confusion that is going down there at these large resorts with several different sections, that Apple did NOT know that the hotel was moving people around. If they did, they WOULD have said something. Apple did contact me about clients who were staying at a particular hotel, and they were being upgraded to a sister property - a hotel that was rated higher. The circumstances that are leading up to these upgrades are constantly changing, literally every day, and many of the changes are based upon occupancy. The hotels do not always notify the tour operators because again, most people wouldn't complain about an upgrade to a better property, and if there are enough people checking into a certain hotel on a certain day, they may decide to open that section. It's really a day to day thing. I do think everyone needs to remember that a big a$$ hurricane came through and blew the best laid plans to heck. The hotels are not confusing people on purpose, and taking them from the hotel they booked to somewhere else because they just feel like it - they are just trying to do the best that they can with what they have to work with. A little undertstanding and flexibility may be the key to a more enjoyable vacation.