A group of 10 of our closest friends were on our way to Oaxaca to celebrate my wife's 40th birthday…read morefor a four day Mexican adventure, a once in a lifetime bucket list item for a once in a lifetime moment. We were all planning on staying at Quinta Real. We had booked transportation, restaurants, tours, tastings, a full four day itinerary that we had spent months crafting to try and make perfect for this very special occassion in a very special city.
This was all upended when bad weather rerouted our flight, missing our connection, with no viable options to rebook an entire group of 10 people in time to enjoy the trip. My wife was devastated, in tears, the trip she had been looking forward to all year completely ruined at no fault of her own.
I called to see what Quinta Real could honor our reservation by booking a different date, a credit, a discount, or ANYTHING to ease the pain. We wanted to come back (and we will be, just not with this hotel), and we wanted to continue working with Quinta Real to make this mutually beneficial for both parties. Instead, they could not care less and are keeping the entire thing, four nights to the tune of thousands of dollars in exchange for not having to lift a finger to do anything for 10 guests now. Most important of all, however, is the lack of any professionalism, sympathy, politeness, or kind words under these special circumstances--they simply don't care. The human element of compassion is what I care about when I consider or recommend a place. I do not recommend Quinta Real--they have shown that they lack this element when it matters most.
