Do not book if you 100% want to stay this hotel. There is a good chance you will get moved to another hotel far away.
We read the reviews and we were one of the unlucky ones to be sent to the other hotel.
When we arrived we were given a series of lies as to why there was no room. First we were told that the AC was not working so they did not have a room. So replied we just stayed in a room in Play Del Carmen without running the AC and we were fine so we will take the room. Well the lie changed and then the room was overlooking the tennis courts and we would not want that room. Again we said no problem we'll take it. Guess what? Lie changed again that that room was not available anymore and they did have a room but we would have to change after 1 night. So we said that's not a problem. And then more lies. She never said once they were overbooked. Just lies. On top of it all the lies were just delivered rudely. With the tone of "you guys are idiots for wanting that room". They are so bad at it they just change the lie right in front of you. Nothing like "let me talk to a manager" and then they come back with a new lie, they just change the lie on the fly.
We asked for compensation because we wanted an all adults hotel so we were told we were being put on the "all adults floor:. Another lie. There is no all adults rooms floor at the Great Parnassus. All adults pool yes but no floor without families. And we were given NOTHING for our trouble. Not even an apology! That really was the worst. They had no remorse for what they were doing.
We met 5 others that day alone that were also sent to the Great Parnassus. One of the worst things is the cab driver said they do it all the time and their scam was that they had however many beds to sell between the 2 hotels so they would just book that total no matter which hotel and just move people. I also overhear a "regular" at the pool that said they did the same thing to him and he had been coming for years.
So I say for peace of mind avoid this hotel and book another that has better customer service. I know a lot of people will say that this never happened to them but when it does it sure sucks when it does. It is unfortunate that they will continue to do this without any repercussions.
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