TUI customers beware - this is neither 5* nor Premium! - Principe New York - Reserveringen te koop
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😒 3/5 - TUI customers beware - this is neither 5* nor Premium!
By 👻 @Jenny S, 03/09/2024 3:00 am
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We returned from the Sian Ka’an, nearly two weeks ago, and I wanted to leave sufficient time before writing to gain a little perspective and hopefully provide a balanced review. Food – the food at the resort was plentiful and varied, lots of choice in the buffet and the two a la carte restaurants at Sian Ka’an – Alux and Maiko - were excellent. It was nice to have the option to eat at the other 3 resorts, but make sure you download the app and start to book restaurants as soon as you are able, because the nearer we got to the holiday the a la carte restaurants had less availability. As I said we ate at Alux (3 times) and Maiko (once) then we went to Le Gourmet (Coba) and Don Pablo (Tulum) which were both excellent, Cosumel (Coba) was good, but lacked a bit of atmosphere and Katok (Akumal) which was a big disappointment. Unlike all the other a la carte restaurants who offered you a starter, soup, main and dessert, at Katok we were told we could choose starter or soup. We waited 55 minutes for our starter and when it arrived the main course was brought at the same time (needless to say we left before the dessert). We chose to have breakfast at the little restaurant by the pool (it's name escapes me) less choice but usually very quiet and nice to have waiter service for a change, the lunch buffet was good here as well. Staff – the staff at Sian Ka’an were helpful and pleasant, occasionally you’d get one having a bad day – but don’t we all have those! The maids worked hard and our rooms and the public areas were kept spotless. Surprisingly, considering the setting, very few creepy crawlies in the room – maybe that is because we were coming out of winter. The ratio of staff (across all the departments) to guests was very high. Resort – Set amongst dense foliage this really is a ‘jungle’ setting – infact walking back to our room at night you really felt that you were trekking in the Amazon amongst the palm trees, geckos and racoons (I know you don't find racoons in the Amazon!!!). With temperatures around 27 degrees you had to remind yourself that this was winter and that the dead leaves and foliage were to be expected. While we were there the hibiscus and bougainvillea started to bloom and I would imagine in another month the whole resort will be a riot of colour. Unfortunately, it is the resort that has prompted this review and ‘warning’ in the title. The large, open reception area was pleasant gleaming tiles and nice servicable bar area – walk through to the open entertainment area which housed the stage and more tables and chairs and it starts to look a little rough around the edges. This was made more obvious if, as we did, you visit the other resorts close by which were far plusher and more modern – Sian Ka’an really does look like the poor relation. This was even more apparent in the bedrooms. We booked a ‘junior suite superior penthouse’ and whilst factually the photograph online is correct, what is obvious from having been there, these are photos from several years ago and the actuality is very much rooms needing updating. Paintwork on the walls had been touched up with paint that didn’t quite match the original colour, the sofa bed looked old and not very inviting to sit on let alone sleep on, the backs on the mirrors in the bathroom and over the ‘kitchen’ sink were starting to disintegrate and the blinds at the windows were tatty - all in all the room did not have a 5* feel to it, in fact we’ve stayed in 3* Spanish hotels that have been this standard. American guests that we got talking to told us that the resort is advertised in the US as 4*, and many agreed that this was a stretch. The terrace – we’d booked one of these suites because of the roof terrace, our own private sunbathing space, unfortunately our terrace was in full sun all day (a positive, you might think) but as there was no shade (i.e. and umbrella or canopy) it was completely unusable, we spent the first day trying to chase strips of shade provided by the walls and the ‘pergola?’ which I assume was meant to serve as protection from the sun, and then gave up and joined the bun fight for recliners by the pool. (Be aware that there are now approximately 3 times as many recliners round the pools as are shown in the photos). Other suites with terraces facing the opposite way to ours may have benefited from more shade from the walls surrounding them, but ours (40924) definitely didn’t. We didn’t use the hot tub for the same reason, there was no incentive to spend anytime up there, it was a very uninspiring space. Walking passed the lower rooms which had terraces on the ground floor, and were very much overshadowed by vegetation, they seemed to have the opposite problem – too much shade. On arrival after nearly 20hours on the go, we were met with a disappointing room as I‘ve said, then to top it all we stared getting a noise like a generator echoing down the stairs from the roof terrace, our a/c we thought, so turned it off – unfortunately not so. We went down to reception and eventually managed to speak to Iago one of the managers who did the right thing and came back to our room to listen for himself, he arranged for the maintenance team to go up on the roof the next day and it was reported that the mountings on an a/c unit from one of the other rooms were loose, this was fixed and for several days we heard nothing and Iago and his staff were very diligent in checking that everything was ok, ringing our room or stopping us when they saw us in reception – the noise started up again at the end of our first week, but was intermittent, it was mentioned to a couple of the staff, but nothing more seemed to be done. We heard several people say how this was their 5th / 6th time back, and some of the trip advisor reviews say the same – maybe if we’d not paid north of 5K for the holiday, to stay in a 5* Premium TUI resort we wouldn’t have had such high expectations, but we certainly wont be returning which is purely down to the accommodation – staff and food, 5* all the way, but you can’t make a silk purse ...... as they say.
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