Fiesta Americana Condesa Cancun All Inclusive

I was so excited to come back “home” after 2 years, this was my third stay since the first two times were incredible. I always compared other hotels no matter where i went to Condesa and now after what seems like an unexpected management change things have changed a bit. First off when we arrived the main attraction of this hotel is the huge palapa in the lobby, it has deteriorated and is being fixed. After checking in we realized our “oceanfront” room is no longer considered that, this room used to be oceanview but is now being called oceanfront which is very disappointing. I noticed alot of areas say Live Acqua and club members only I guess they are part of the constant hassle to become a member. Honestly the only ones who keep this place alive are the employees(that I noticed many have left)but Im sure they continue to give the best of themselves even though they adapt to the changes. The bar by the pool that had fresh juices is now a shop, thai restaurant is now a brazilian type cuisine, ice cream and crepes are a sushi spot, the spa no longer offers the cold plunge in its circuit which i truly enjoyed. I believe if something is not broke why fix it, but I also understand some changes are needed in order to keep up with demand or just to be versatile. At the end of the day what matters is our experience and what keeps us coming back here in that case avoid changes that will affect returning guests and have our experience decline. Aside from all this, what really broke my heart was my cochinita only being available on Sundays, so the Mexican restaurant isnt open daily and its no longer on the menu. I actually got lucky and found it at the buffet breakfast midweek which made me elated. Even the Cevicheria that used to be my favorite the menu was changed and it tastes different :-( Honestly the highlight of our trip was Ramiro at the buffet who I remember from each visit and goes out of his way to accommodate us always. Yhoana at Robertos Taqueria was also outstanding and Brenda at the spa made my stress melt away with the best massage ever. I didnt get to see Eladio but wishing him all the best always as well. Being able to see the sea turtles at the beach was also an incredible moment, just wish there was more security and guidelines enforced for unruly guests who have no common sense or respect towards wildlife. Entertainment also lacked since I remember on my past trips there were fire shows, acrobatics and other shows to keep guests entertained. All that said, this place holds a piece of my heart and hope to return one day to improvements and the joy it offers!

DO NOT STAY HERE!!!!!!!!

Where do I begin? First I’d like to say that my trip was overall nice and the hotel is clean with good food and nice. My experience would have been much better if I didn’t feel swindled and constantly harassed. It’s a shame because the everything would have been a great experience and I would highly recommend this hotel but I felt like I was staying inside a used car lot with all staff members being desperate used car salesman. Every turn was a staff trying to sell me something or upgrade something. It was stressful for a trip geared towards relaxation. I was willing to overlook the harassment and give this a good rating but I drew the line at their deceit when billing me at the end. I am so beyond furious and feel so used and stupid by their dirty tactics. BE WARNED!!!!! When I arrived they asked if I would like to upgrade our rooms for $70/night. The receptionist then said he would lower the rate to $50/night so I agreed to upgrade my parents’ room only because I wanted them to have an amazing experience. They also asked if I wanted to place a refundable deposit in my room in case I need to purchase something and don’t have my wallet, I could charge my room. I put $200 in each (2) rooms and we ended up not using any of that money. I had confirmed with the receptionist that if I don’t use that money, it would be returned back to me and he said yes. I confirmed again when we checked out and the other receptionist said my money will be returned in 2-3 days. My money was never returned. Worse yet, I tried calling, emailing, and using their “chat” system multiple times to inquire about my refund but I got zero responses. I am LIVID. I dispute charges but they of course respond to my credit card company proving false information and claims stating that I agreed to pay $70/night for the room upgrade and that somehow a charge of $250 with taxes results in a $406 fee. I am still disputing this charge but unfortunately the documents I received from this crooked hotel is all in Spanish and I have no idea what it says. Yes, I’ve definitely learned a lot of hard lessons and absolutely will never stay at this crooked hotel ever again. But I would think a company that handles thousands of clients would offer documentation in English considering it’s probably the 2nd most used language there?!? Feels like they’re intentionally misleading people with Spanish only documentation to alter or write whatever they want. This was my first experience on my own to a Cancun hotel and my only goal and priority was to make this trip safe and amazing for my parents so I was naive in many ways but I trusted Costco and thought if Costco trusts them, they must be good. Wrong! If you do decide to go there, just be aware of allllllllllll their swindles and attempts to upgrade and sell and push their annoying membership on you - JUST SAY NO TO EVERYTHING or else you’re stuck. Also make sure to get ALL DOCUMENTATION IN YOUR LANGUAGE!!!!

This was my 3rd stay at this resort. Club premium room booked but the promised perks included a sad looking “fruit basket” that included grapes, apple and 1 plum on a plate. Promised chocolate covered strawberries: provided 2 tiny strawberries on a plate. Room smelled like mold, bathroom smelled like something died there, shower drain clogged badly, smart tv that had disabled smart option so you couldn’t open any apps except for live tv options. Phone broken. Promised private breakfast at Brasa that was supposed to come with the premium club booking never provided. I knew it was seaweed season, but this time there was no effort to clean any of it from the beach, making the beach not usable. San telmo no longer included, and was pricier than US steak restaurants. No attempt at providing celebratory service for the birthday despite me stating I’m here to celebrate my birthday and them asking if I was celebrating anything special. Basically booking premium club had nothing premium or club perks to it, I had a better room there before without paying for “premium club”. Staff trying to upgrade the room for extra $350/night at check in, another staff trying to get us to attend their timeshare sale the minute we walked in, tired and with our suitcases still in hand… overall quality of the resort went down. Buffet had half of food that ran out an hour into the breakfast service, leaving few options open. Most likely would choose to go elsewhere next time I visit Cancun.