Our stay was from a Tuesday 3/3/26, through Friday, upon check-in, we asked for an early check-in…read moreat 3:18p, since we arrived early, check-in at 4p, and Devon states they only had Building 4 available, we requested a 1st floor, but she said they only had 2nd or 4th floor available, so we opted for the 2nd floor. When we settled in building 4, we noticed the 1st floor looked blocked off, sign just stated Lounge coming soon, and one of the elevators was cardboard taped up along the walls, but still functional, so no biggie.
Got into our room and noticed the toilet handle on one of the bathroom toilets was loose and the sink handle (hot side) was a little off and the handle actually came off, so I screwed it back on, and the bathtub as big as it is, and which is why we liked this resort, appeared stained or not cleaned well enough, like room service please put some scrub worked into your cleaning, but it was stained.
We had to search for some kitchen utensils due to cupboards set up very different, but ok just weird, but still workable.
Wednesday morning around 8:30a, started hearing construction, hammering and some drilling, thought well it's ok because we had to get up anyways and gone til the afternoon.
Thursday the elevator was blocked off and we had to learned where the stairs were and actually use them, again no biggie. The elevators were working again by the afternoon.
We needed extra towels, so wanted to exchange used to get some new, but can hear my sister in law being drilled over the phone, just to get the towels, come on room service, we are "exchanging" the towels not asking for "more additional" towels, what's the big deal?
Friday at check out, I knew this would be a hefty review, as we were checking out there were a couple of guys checking in and I kindly asked them in front of the counter ladies if they given Building 4, and they said YES! I told them the building was being renovated and if they weren't informed, they may want a different building, they said, nope not informed, and the lady asked them if they wanted a different building and they said heck yeah, and they thanked me, I told them yeah I wish someone would have told us!
It really would have been cool if Devon would have told us our building she assigned to us was being renovated. She obviously didn't look out for us!
There was 4 of us and lots of luggage and baggage and no one wanted to repack up to move to another building. When you know you'll be staying resort style we prepare and bring items like food for the fridge and you unpack like you're home, now you're settled and ready to adventure, right! Not here!
Guests do a walk around your room here before you get settled in and unpack. Check everything, the bathroom toilet handle, the sink and tub/shower handles and tub itself, turn on the water to kitchen and bathrooms to make sure you have hot and cold and good pressure, we pay for this stay! Even during the week, you'd think we would have better rates, but it's still pretty costly, so make sure you're receiving your value!
You may need to request a different room or building if there are any signs up that some new is coming because that could mean construction/renovation, be aware there may be noise, and if you want to sleep in, you may not get that luxury in that building or on that floor.
So I ask you "Hilton" Cancun "Resort" why would you book your tourist guest into a building that's under construction/being renovated?!
Don't you want us to come back? Don't you want our business?!
Why would you chance/risk a poor review by putting us in a renovated building?!