My family and I were there during Thanksgiving week. My wife and daughter did parasailing with…read moreround trip pick up and drop off from our resort.
The online booking experience was straight-forward. Only suggestion for improvement is to ensure that auto-responses are sent in the language that the online forms were completed. There was at least two instances where I had to ask for English response since the original response was in Spanish.
The pick up was on-time, the vehicle was clean and in very good condition, the driver was friendly and helpful with my family. The drive was comfortable and short.
When we arrived, the front desk staff was welcoming and promptly assisted us. We were escorted to the waiting area, where there are benches and lockers for personal belongings. Room for improvement, they should extend the shading in the waiting area, as Mexico gets extremely hot and at times uncomfortable. More importantly, the lockers' key system needs to be replaced. It isn't secure, I can easily unlock it with either my fingers twisting the lock or taking any thin long object to unlock.
As for the actual parasailing, my wife and daughter said the boat captain and crew were helpful, professional, friendly, and focused on safety. It was a bit more windy that morning compared to other mornings. We greatly appreciate that they had our well-being as their priority.
The overall facility is safe with a security gate, and very well kept. There is a drink machine if you are thirsty. I did not see any "ready to eat" snack options, but perhaps I missed it. Sometimes after a long day of water activities, you get hungry.
After parasailing, there was a bit of mis-communication with the photo people and payment. We had to go back to the front desk to confirm payment already, as the photo booth was asking for payment that had already been made. Better communication would enhance the experience. If not through a computer system that shows payment, then perhaps colored wristband that shows we opted for photo/video package and whether or not if it have been already paid or not. Really easy/inexpensive/viable solution to enhance patron experience and customer review.
Additionally, the website and receipt showed we were suppose to get photos AND video in a disc format. Again, the photo booth said no, only email. I followed up via email later that night as it bothered me, and they apologized that their website was not updated. It should only be via website download. Again, in today's society, most if not all thriving and growing businesses rely on online presence, thus more attention should be spend focusing on relevant online content to grow and bring positive awareness to your business...similarly why you asked us to complete an online review for you.
Lastly, we did not get any video footage as we paid for (only photos). We were not notified ahead of time. It was only after I got back to my resort later that day when I emailed them, did they acknowledge their video cam was broken :-( To try and ratify the situation, on their own (no suggestion from me) they delivered to our resort a memory card with all our photos, and they refunded us the entire payment of the video and photos, since there was no video footage. I guess it helped a little, but I was willing to pay for those services, because it was worth it and important for my family and I.
The staff was super friendly and seem to genuinely love their job and care for their patrons. I think the issues pointed out were not malicious, and therefore can be easily instituted by management and executed by staff. Good luck and thank you!
