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Brianporter stayed here on Dec 31, 2011 during their trip titled: Five Days in the Mexican Riviera.
Most of you experienced travelers can probably figure out the name of this entry. For you travel rookies, those are the airport codes I touched down in during my most recent trip to the US. Hyderabad - Doha - New York JFK - New York La Guardia - Okla City (via St. Louis) - Dallas Love Field - DFW Airport - Cancun - DFW- New York JFK - Doha - …
Just got in and boy is it hot. I was so perched I had to drink the champagne they gave me at the front desk. We met up with some of Brookes family an now are resting a little bit. Im scared to go back out there, its so darn hot.
The flight was Ok. I was stuck between two bobble heads with Brooke nodding off and then jerking her head up and …
... be home about 5 or 6, it was now 2. The lady below him let me in to the back with a pool and I waited. We ended up going to Walmart when he got home. I came to Mexico and I go to Walmart, what? His girlfriend which speaks little English and I who speaks little Spanish were left alone to cook pasta. Communications were rough but I made it through.
I wandered around downtown where I was staying and finally to the Hotel Zone by ...
... and "sometimes they can smell the krill they eat and work back upwind to find them". They can smell the krill swimming underwater? Seriously? I'm startng to get skeptical.
As we approached the shark area (almost out of sight of land in middle of the Caribbean Sea, by my reckoning) there are other boats. Apparently the other tour operators spread out and comb the area and collaborate a search pattern by radio. Ok, I'm feeling less skeptical now.
How has this resort rated in the past?
- Free High-Speed Internet
- Swimming pool
- Room service
- Fitness/Health center
TravelPod Member ReviewsME Cancun
Great food. Friendly staff. Modern and stylish. Lots of selection in four different restaurants. Good location in the hotel zone. Areas for improvement...painfully slow elevators and inefficient check-in/check-out....not enough staff on the front desk and process takes too long.
This review is the subjective opinion of a TravelPod member and not of TravelPod.com.
Historical Traveler Reviews ME Cancun
Contemporary new hotel
We booked an AI but discovered the hotel was changing over to European plan. We just had to bring a copy of our booking for AI and we got it. There were a few drawbacks - we couldn't order Baileys and special, premium drinks. They tried to tell us Kaluha wasn't a national drink, but we changed their minds.
The hotel smelled wonderful. They lit candles every night. The furniture was contemporary and cool. We found the bartenders were friendly and willing to make good drinks. The trick is to learn their names. Greet them every day. Treat them like people not dogs. We had no problems at the pool ordering drinks. I would give your waiter/waitress a $5.00 tip at the beginning of the day and tell them to keep coming back. It always worked for us.
We did meet with the director of ME, Johnny, to complain about a few things. He didn't budge a bit. We told him that we felt like we were getting a partial- inclusive. He just smiled and tried to explain why we were lucky to be there.
Sure there were a few complaints but the weather, rooms and staff were great. If you do go as an AI plan, make sure to bring your original receipt and ask up front what exactly is included - food and drink. Don't assume. This was probably the one and only time we will visit the ME. We can't afford the prices they are charging.
The ME will be a upscale, boutique hotel that caters to the pretty, rich and famous. They had their "men-in-black" patrolling the hotel grounds to make sure their guests were not bothered by beach vendors or future paparazzi. Good luck.
We loved the ME Cancun
My husband and I have just returned from the ME Cancun...and we were very impressed.
Before leaving, we knew that there we some issue's with the hotel's reopening...and were assured thru selloffvacation's and Airtransat that all AL plans would be honoured as the hotel is swiching to the EP plan.
Upon arrival we had a very quick checkin and were shown to a beautiful oceanview room. The lady at the front desk was very friendly and gave us a bracelete that proved we were with the Al plan.....it was never a problem. Although they ask that you sign for everything you order, including water.....we had no extra charge's on our bill.
We asked for a coffee maker which was promtly delivered.
We kept an open mind...and knew that the hotel was still under renovation's and you could see new addition's every day.
We learned that the hotel was only filled at 19% capaciaty and we were treated like king.s We were waited on hand and foot.
All drink's are served in glass...at the pool and the beach.
Did I mention they have bali bed's on the beach...Ohhhh so romantic. They were putting up beautiful hammick's pool side the day we were leaving.
They couldn't do enough for you...they alway's had a smile and they wanted to make your stay as enjoyable as possible,
There were some people who complained about everything, and we ignored them. Some people just don't want to be happy.
We loved the hotel...it was beautiful. We had no complaint's.
There is lots of construction in Cancun....on both side's of our hotel but we never noticed the noice...and found it really neat to watch. It's amazing. We were told it take's 6 to 9 month's, 24 hour's a day to rebuild a hotel start to finish...they work hard.
The food was fabulous.....we enjoyed our lunch everyday near the ocean. The Silk and Salt at night offeres all kind's of food..and athough were not big fish eater's.....we found the flank steak melted in your mouth. The waiter's just wanted to make you happy and they gave us excellent service. The morning breakfast was buffett...and had everything your heart desired...it was yummy. The internet cafe was free also...we'd enjoy a nice drink and email home every night.
Alex who is the lifeguard was alway's keeping a watchful eye on everyone....the beach was red flagged every day as the wind's were very high..and it was dangerous to swim in the ocean.
It was incredible to watch. We walked the beach everyday and was amazed at the amount of distruction still left. It makes you realise just how lucky we are.
We loved the pool's.......the main pool is huge, crystal clear and the infinity pool was beautiful.....flowing into the adult pool. We never had to worry about getting a spot at any of the pool's and moved all over the place.
I think you have to go with an open mind on any holiday, how can you be unhappy in Mexico....it's all what you make it...and your happiness is truly up to you.
We would love to go back to the same hotel again..but Im sure it'll be way out of our price range...we got an awesome deal.
The hotel is within a 5 minute walk to the La Isla Mall....it a lovely stroll at night, lots of security around..and we were never bothered like we have been on previous trip's to Mexico, or the Dominican.
You can take the local bus for 65 cent's.....we went all over the place. They have a Walmart..and Flee market 28...and a Luxuary Mall about 10 minute's down the strip.....they have Louie Vuitton, Fendi, Coach...etc...just like a mall from home.
Im sure you'll have a fantastic time....OLAAaaaaaaaaa
Loved the hotel
I stayed at the hotel over the Martin Luther King week end in mid January. We had a great experience. The hotel is beautiful! My favorite part of the hotel was the lobby. Very elegant but not overdone. We had no problems checking in and the bellboy took our luggage to the room.
The room was very spacious! We did not feel cramped at all. They give you a lot of closet space. My partner and I usually fight over closet space, not this time. Loved the shower! It's got a great shower head that makes the experience so relaxing! We had absolutely no problem with the air conditioner and any of our room service requests were done in a very reasonable amount of time.
The pool was beautiful! I loved the fact that they had an adult pool and a kid pool! Service at the pool was good! I have a really good waitress who kept the bloody marys flowing!
Can't wait to go back!
All about "no service" instead of ME
Booked the ME due to the fact that it was the new hip hotel in Cancun. Passed up booking The Ritz, Le Meridien or the JWMarriott where I would have gotten upgrades and perks with my Amex Platinum in order to experience the ME hipness. My husband and I are both early thirties New Yorkers with no kids so we assumed the ME would fit in well with our lifestyle for a 5 day vacation. Well I was so disappointed, the hotel is beautiful, very modern, but the service, oh boy, did they forget to train their staff.
First, I booked thru Melia and they were advertising a $100 food credit which so was expedia and orbitz. Decided to book thru Melia in order to avoid any problems with our reservations. Once I received the reservation via email called Melia and double checked that the reservation was all done and reconfirmed the food credit. Fine. Arrived checked in, paid to stay at the LEVEL. Beautiful room, Beautiful view however they promise IPOD docks, get this no docks, they would lend you a cable to plug your IPOD to the stereo system, the cable was requested but never located, the concierge was out of them the entire time we were there. They told me they were able to charge my IPOD since they did not have docks or cable but this also caused more confusion for the concierge/front desk because they did it once and the next day had no idea what I was asking of them. The Level lounge was non existing, or as they said "it is under development". Our room had a panel in the ceiling moved out of place everyday in the bathroom and everyday my husband would move it back into place. At the end of the stay I was paranoid we were being videotaped. The free internet which my husband needed was a joke. The wireless would disconnect every 3 minutes. Not kidding, every 3 minutes you would have to reconnect and log in.
The snack bar ran out of snacks every day. We ordered a frappucino the first day and it took 3 workers to make it and by the 2nd, 3rd and 4th day they were out of coffee to make it for us. Concierge, they called themselves the "department of everything is possible" well after dealing with them I called them the department of no customer service.
The food was very good, when you were served. Took 35 minutes to bring us appetizers in the restaurant at 6pm, only 2 other tables in use. Charged us $3 for water, a 10 ounce bottle of water. I asked to coffee packets for the room since they had a coffee maker, charged me for that too. Room service was fast and good, that is after I had to request a menu to be sent to our room- twice. The Rose Bar was beautiful but the frozen drinks were from can. Yes, a can, I saw them making my Mango Margarita, the worst ever!!!
The "vacation club" workers chased us as soon as we got out of the elevator everyday. My husband and I had to run the 50 meter to the pool because the lady would latch onto us and follow us around.
At checkout, they could not verify my $100 food credit, at all......I told them it was reconfirmed and when I checked in it was re-verifed and even told them to look it up on their website or let me speak to a manager and nothing. The clerk would not budge. Told me the manager was not there and there was nothing he could do. Pretty much read my reservation back to me in broken English which was an insult since I'm fully bilingual in both English and Spanish.
I paid the bill and decided to call Melia back in the states and they confirmed that the reservation does include $100 food credit; however they are not the customer service folk, they only take reservations and now I'm dealing with the corporate melia customer service which is again another joke. There is no customer service. They give you an email address for you to write an email with your complain and they will try to get back to you. Yes, that is exactly what the voice mail says. It's disgusting, now I know why the staff at ME does not know the meaning of customer service, it's obviously MELIA's motto, NO CUSTOMER SERVICE.
Totally disappointed, beautiful aesthetics but no service to back it up. And no I'm not writing this because of the $100 food credit, that was just another example of the lack of service at this hotel.
Just plain bad!
I've just read some of the latest reviews posted for the ME Cancun that were reported for the same time line as our stay. Sadly enough they're true! In fact, they may be a little generous.
My wife and I are in our mid 40's with no kids and the Me did sound like it would be perfect for us. We were supposed to be at the ME Cancun from Dec 30 to Jan 6 (we have stayed at Melia properties in the past) and then at the Gran Bahia Principe Coba for another week. However, the service and overall organization at the ME was so bad we had to approach the Transat Holidays representative (Jenny) on Jan 1 to find us options out of the hotel. I didn't go on a holiday for the opportunity to pay for a bad experience and thankfully Jenny arranged for the remainder of our holiday at the Gran Bahia and we left on Jan 2. We just couldn't get out of that facility quick enough!
Here are just some of the problems we encountered in our brief stay at the ME.
-It took from 8pm to 1:30am the next morning for the ME to get us into a room with air conditioning that worked.
-We were informed by the Transat rep. that there is some confusion as to the services that were to be provided to Transat All Inclusive customers and that Transat and ME Cancun management were currently in negotiations. We were told that the ME has changed and they are no longer providing AI programs; however they were suppose to honor our package. She also stated that "IT'S CHANGING BY THE DAY" and she should know more tomorrow as to exactly what is actually included in our AI program. This was not very reassuring!
-There is no pool side service (I mean none). The ME service philosophy "It's all about you" I thought it was kind of catchy! Unfortunately what should be a positive customer service statement is actually customer instruction (self serve).
-The outdoor grill restaurant follows the ME service philosophy, it's also self serve. Don't expect to get your order anytime soon, you might even have to reorder as we did. We were not alone! This experience was so bad we actually started making fun of it. Customers were obviously angry and one table was close to getting physically violent. It was so bad I thought a Just for Laughs camera crew was going to pop out from around the corner but this was actually for real!
I wonder how a Melia, or any midline hotel property for that matter, can be so messed up? We understood that the property had just reopened several weeks earlier following a major renovation and I can appreciate that some finer service details may not be in place. That stated, even the basic service details of a 2 star property or family restaurant were non-existent.
We would not recommend this property to anyone, including Transat Holidays. I truely hope that Melia management gets their act together because "NO ONE LIKES TO PAY FOR A BAD EXPERIENCE and thankfully our was only short lived"!
COOL Hotel! Leave the kids at home though...
My girlfriend and I stayed at this hotel from December 28th to January 4th. I'm pretty surprised at the bad reviews posted here. Yes, there are definitely things that need improvement but altogether we thought the hotel was very cool. They just opened a few weeks ago so we didn't expect everything to be perfect. We stayed at this hotel before it was renovated and we were blown away with what they've done to the place. It's like W on steroids meets a beach resort. The staff was super nice, and the rooms are really comfortable. Gemma, the British girl always took really good care of us in the bar and on the beach. We loved the showers! You have a regular shower but then on top of you there is this giant thing that drops water... like rain. very cool... The view from the room was amazing and you can see the big beds on the beach. There are a few too many kids around. I recommend getting a chair or bali bed at the Adults only pool. They constantly have DJs playing cool music, which we loved. We did speak to a lot of other guests that were staying there. The people that were complaining were either old, or had kids with them (this resort is definitely not for kids). Also the Canadians that paid hardly anything and didn't understand why they didn't get everything that we did (we paid around $300 per night). This place is for couples and singles that appreciate a cool atmosphere and good music. There are beautiful people everywhere, and some are topless on the beach, so leave the kids at home... The Silk restaurant is better than the Salt one. Try the spring rolls... even though they're not really 'spring rolls' because they have mostly meat in them, but they're really good. Also the breakfast buffet is great. They have someone making pancakes on the spot. most hotels just have hard crusty pancakes sitting in a tray. Also the Isla shopping mall is right across the street and you can just walk there. Try the Thai Lounge, really cool atmosphere, mediocre food. For good Mexican food try Casa de Margaritas.
Everything said about this 'new' resort is true...all true...listen to it and believe it. Our check in at 10pm at night took AN HOUR with only about 10 couples to check in...drinks ended at 11pm for the AI...we were treated like second class citizens because of thier new European Plan format and they were forced to honor the AI package with the contract they had with Transat Vacations. Took 5 mins to get hot water from the shower if you were lucky enough not to have concrete in the pipes, airconditioning wasn't working so we sufferent humind nights, got stuck in the elevator and had to pry it open, forced to 'sign away' everything we ate and drank so they could 'monitor' those who were AI, at which point there was a section to 'tip'...isn't he point of AI to not have to worry about money? Don't go here...it looks exquisit! looks wonderful! looks beautiful...and it is..but don't let it fool you...nothing works, nothing is open, and they don't have their act together. One bonus...free internet access in the rooms and the e-cafe...so bring your laptop! Just don't waste your time and go somewhere you're wanted.
What a joke!
We have just arrived back from the ME Cancun, formerly the Melia Turquesa. This is our second time in Cancun and we returned since we had such a relaxing, fun time in a great hotel ..the Riu Caribe.
Let me start off with saying we never complain..we didn't complain about new year's eve party or our broken air conditioner or the boring food or even whenthe snack bar ran out of food 2 days in a row at 4p.m but when we were told our last day that the Ai ends at noon with our checkout even though our flight wasnt' til 9pm i was not impressed..so for 9 hours we could not drink or eat ..unless we wanted to pay 40U.S per person for the boring lunch buffet
..unfortunately this time we had the opposite experience..we booked an AI trip with ME and were advised a week before departure that they are moving to a european plan but would honour the AI..well i was skeptical and rightly so as it turned out..
As AI guests we were treated as second class guests that had to be dealt with ...this is not a nice feeling when you are on vacation..everything was a battle ..when i'm on vacation I book AI so I don't have to discuss money or think about it everything should be all included...
That being said the hotel is beautiful but as other travellers have commented the service is lacking...the wait staff were friendly but management definitely needs to go on a customer service seminar...they kept saying the problems we were having were due to the fact that they are not an AI resort...but if you check on line they are still selling AI packages...this which the manager denied..but take a look they say they will honour AI until February
There are no activities..not billiard table in sight...they have a bar opened by Maxim but it's really just a lounge with dull music...if I'm going to sit around i might as well just sit in my room!...the AI drinks ended at 11p.m for us ...whoopee...and as for New Years AI guests were relegated to the cyber cafe..again whoopee...as the Maxim bar party was private even though they had told us we could attend we were turned away and told it was a private party...not that it was much of a party ..i counted maybe 20 people..and some of those i'm guessing were staff!
OUr room's air conditioning broke for 2 days, the shower leaked and the food was redundant...at 40 dollars U.S you would thinkyou would get more than a flank steak...isn't that just stewing meat! ...so if you aren't AI plan to spend a minimum of $250 U.S. in food for the boring and less than 5 star cuisine...
My recommendation skip the ME and try the Bahia Principe chain or RIU chain ..they know good food, beautiful surroundings and above all customer service
The 'ME' in the name must stand for 'All about ME - the Hotel Managment'
We have just returned from a weekend at the ME Cancun (a new "high end" hotel in the Melia chain.) The hotel design is ultra-contemporary in design and worth a look if you have time during your vacation. The reason I say that is that you should stay at one of the other hotels, perhaps the Ritz if you are paying rates at this level (we paid US$450 a night for our room) and would like appropriate levels of service.
We have never experienced such incredibly bad service before. It verged on the ridiculous and unlike many of the guests; we stayed the entire weekend as it became our only form of entertainment to the band of guests that did NOT check out early.
I literally can't list all of the issues, but here are some highlights:
Empty Mini-bar (when we asked for water, we were told it was in our mini-bar, when we explained that it was empty, they said they would fill it.) It never was filled. There is no Room Service Menu or any material that talks about their services. You have to call the busy front desk or already be in-the-know about what they offer.
(My personal favorite) We booked two massages at the very nice looking SPA. I was shown to the "water experience" area before my massage. I was literally blasted with ice cold water in the surround showers! I checked the hot tub, steam room and sauna's before getting in at that point and found them cold as well. I learned that the hot water had not been working for about a week - from the construction workers I met in the shower! Nice if they had told me before charging me US$320 for our two 50-minute massages!
Beautiful design and great fluffy towels but no not expect anything to drink or eat without planning a 1 to 2 hour wait. There are lots of employees everywhere, but only a few that will serve you. The squeaky wheel concept seemed to be a good strategy for some of the guests. I preferred to get my own server tray and take orders from the many people that banded together to start our own service model. They staff actually didn't mind me taking and delivering orders because as he put it, "I am too busy with larger orders to get to yours."
Two were open. One was near the pool, offering light fare but a 30-minute wait for a server was unacceptable as the tables were 2/3rd full. We were told by the manager that it would be faster if we went up to our rooms and ordered room service! We were intrigued - so we did. It was faster. In the evenings and for breakfast, we ate in the main restaurant - offering buffet only (however, we can also order from the ubiquitous Room Service menu and have it served to you in the Dining Room as a service option!) We ate the buffet-style meals and they were good.
I have found that the people of Mexico are very friendly - and the same was true of the employees here. The management however is not. They seem more like they were burdened with controlling a large 20-something night club than a full-service hotel as when any service issue was brought-up, their reply was glib and dismissive.
My suggestion? Take a peek at the hotel while in Cancun, the design is amazing. If you expect any kind of service, stay at one of the other hotels in Cancun.
Sleek, modern, sexy, design perfection........Someone forgot to include SERVICE!
I toiled for weeks (as I usually do when planning trips) on tripadvisor.com to pick a hotel for our holiday trip to Cancun. Narrowing the choices to Le Meridien, the Ritz-Carlton and the JW Marriott Resort, I felt these resorts would be too "stuffy" for a tropical, winter escape. I was looking for something that would evoke the sleek, sexy and contemporary feel of a "W" type hotel on the white sandy beaches of Cancun. Low and behold I stumble across the new ME by Melia website and excitedly book the hotel based on the photos and that the hotel would be "completely redone" in this very appealing style. Throw in beach and poolside bali beds and a promise of "Its All About You" as its service slogan and I was sold. I paid extra for the "Level" ocean view rooms which promised larger and more opulent accomodations than the standard rooms including a private "Level" lounge and preferential access to restaurants, bali bed reservations and late checkouts.
Upon arrival to the hotel the look and feel of the resort was there. The doormen rushed to receive our bags and greet us very warmly and personally. Upon approach to the check in desk we were warmly and eagerly received by check in staff. First snag of the trip was that my reservation was nowhere to be found in their system, which I found odd since I booked directly with the hotel and reconfirmed with a live operator prior to departure. Not to worry I had my confirmation number and confirmed room rate. After asking me and my wife to relax in the reception lounge while they unraveled the snafu we were promptly checked in and personally escorted to our room by an entourage of hotel staff explaining we had a "Level" suite and how that entailed all these special services. All of this pampering made the check in snag a quickly fading memory. We got to our room and it was exactly as the website had promised. The decor was gorgeous in a nautical boat theme, the only complaint being a single sink and no tub in the bathroom but when on vacation in Cancun, who'd ever care right? To compensate for no tub was a shower with a rainfall effect ceiling mounted shower head and a handheld shower head. We hurriedly changed into our beach gear and made a bee line for the pool and the beach to get our bearings. We chose the pool to start and quickly took our place poolside. It was a touch cloudy that day and like an ominous sign all of the service and white glove treatment seemed to evaporate for the rest of the trip.
As we sat poolside, we waited, and waited, and waited, and waited and waited some more for someone to take a drink order but that someone never came. Unless it is just a silly quirk that my wife and I have, but I generally like to have a constant flow of pool side beverages coming my way, with the server taking my order for my next drink as I am approaching the bottom of my current drink. Still a little tired from the flight and still in that "vacation euphoria" we didn't quite get that the notion of service was nowhere to be found. Because it was a little cloudy and cold we decided we'd retire to our room for the afternoon and go grab a bite to eat. On the way to our room we were oh so politely accosted by the Melia folks who try and rope you into a free breakfast to attend their time share sales pitch. (TIP: Make these folks GO AWAY!!!! I don't want to be an [--] while on vacation by having to be rude to these ever persistent folks who lure you in with a very kind tone under the guise of wanting to give you a map of Cancun and a "welcome gift". Sadly I had to be the [----]to get this one girl to GO AWAY) Leave the hounding to some other hotel but not one that purports to be a cut above the rest.
One huge plus of this hotel is its central location on the strip within a 3 minute walk of La Isla, a very good open air mall with a great selection of eateries and restaurants and shops including the marine and an aquarium. About 10-15 minutes afield is the Kukulcan Mall (super high end shops and a Ruths Chris Steak House among other places to eat). Going in the opposite direction you can arrive (by foot if you are looking for a little exercise) into Downtown Cancun in about 1.5 miles. The hotel's location relative to places to eat comes in handy as the food service poolside and beachside are severely lacking. The central restaurant and swim up bar by the main pool was still not open so that was out and an additional beachfront restaurant appeared to be open but my wife and I sat for 15 minutes with no one even acknowledging our presence. By the way, the entire pool complex is gorgeous. Bali beds under palapa huts abound. The outdoor bar and restaurants are impeccably designed, decorated and furnished. I couldn't even count the number of pools available (among them an entirely separate "adult pool area" with two huge pools, one of which a circular infinity pool drifitng off to the sea. My wife and I (while walking to get something to eat downtown) walked the entire length of the beach from our hotel all the way to "Punta Cancun" and decided that the ME Melia beachfront was by far the absolute best due to the maintenance of the sand (clean), the bali beds, the palapa huts and in general the gorgeous pool front which abutts the sand, oh yeah not to mention the music pulsating to give it that "sexy, vacation atmosphere". Most hotels are still in construction due to the hurricane while other hotels dont seem to bother about their beachfront. Hard to know, but the ME had an excellent beachfront set up. Before you ask if I am bi-polar (at once complaining and then complementing the hotel) let me assure you I am not. What I wish to convey is the very odd almost surreal experience we had of being the midst of an impeccably designed hotel with all the amenities we were looking for but with a complete and utter lack (and sometimes disregard for service). Its almost as if we showed up to a 5 star world class resort with a "Motel 6" operating philosophy. By the middle of the trip I grew incensed and quite indignant at the inability for this expensive hotel to totally be unable to deliver on their service promise of "Its all about You". I complained profusely to the hotel manager and he totally understood where we were coming from and our bill was generously adjusted. Being compensated did ease the pain and disappointment but the reality is I don't nickel and dime my vacations so my goal wasn't to get $$$s knocked off my bill. I'd have gladly paid even more to have the level of service this resorts portends to purvey. As a very seasoned world traveller (having stayed at Melia properties all over the world) I was very disappointed which the manager picked up. I indicated that perhaps I missed the point of their concept and that I had erred in selecting the hotel. I informed him that I chose his hotel over the Ritz and Le Meridien and other top shelf properties where service is so good it is invisible and that I wasn't some unsophisticated traveller who got corralled into the hotel by some travel agent selling some package. I told him his service was so bad it was invisible but with a different effect. He quickly informed me that ME was designed to cater to and pamper the picky / demanding traveller and he profusely apologized for falling short.
I could go on and on describing what would become a string of comedy of service errors. After the first three days my wife and I turned pointing out obvious service flaws into sport and began to laugh at the whole experience because underneath the laughter was a horrible feeling of deception and disappointment, which I have NEVER experienced. We always stay at great properties with great service. At the YHI Spa, which again was impeccably designed with excellent locker room facilities including a vast variety of spa amenities including a spa valet who attended to you while in the spa but prior to receiving your service. They had a host of hydrotherapy treatments that were part of the basic spa visit (a rock river water walk, a hydrotherapy shower, a rain shower a massive poolsize jacuzzi tub that started indoors and allowed you to float outdoors to be in the spa with the sparkling sea in the background. But where oh where oh where was the SERVICE? Thankfully we had a great spa valet who was bringing my wife and I heated neck packs and drinks and prepping us for our service but the entire ladies locker room was "not ready" so my wife had to use the mens locker room side which they'd block so no other men would come in while she was in there, a thoughtful concession but still not helpful in having her enjoy her spa experience. We would have loved to visit the spa multiple times during our stay but decided they just weren't ready for us.
OK i've vented enough. To be very fair, the individual workers were very aware of the growing angst among all guests (we overhead countless complaints of rooms on lower floors with no air conditioning) and were very apologetic about the lack of service, but the staffing was just lacking. One worker indicated they were meant to have some 50-60 service staff just for the pool and beach area alone but ultimately only had 7-10 on staff at any given time. They tried but without the support of the systems infrastructure (you could order food at the pool but not at the beach????) This and other service inconsistencies were quite silly and frankly embarrassing for Melia who knows how to deliver service the world over. My assessment is that they were not ready to receive guests (certainly not guests who are accustomed to staying in the type of hotel they are trying very hard to be). There were some guests (um, older) who didn't seem comfortable with their "hip / sleek" surroundings (we overheard an older woman in the elevator very sarcastically saying while using "air quotes" that this was supposed to be the "hip place to be"). I think these folks and some other um "bumpkin" looking people were here on a travel agent booked package and didn't know what they were in for. For them, perhaps their experience was like being at the Taj Mahal, but I don't think these are the type of people this hotel is trying desperately to attract.
If they can get their service delivery consistent and up to snuf, they will have success. But unfortunatley for me, the experience was too negative and while we will return to Cancun it will not be at this property. Having booked the "Level" room to assure ourselves of even higher service, i'd like to report there was no preference for Bali Beds, we got hassled for asking for a late checkout (which is an explicit benefit of being on the "Level" the 10th and 11th floor), and the "Level lounge" was nowhere to be found. The last insult was the New Years Eve dinner where we approached the restaurant (again where preference is given to "Level" guests) to arrive at a very empty restaurant and told they couldn't seat us for another hour. (Boo Hiss!!!) Our last day in town we had breakfast at the Fiesta Americana at Punta Cancun. They had a fabulous breakfast buffet spread that was the best meal we had though taking your wife to another hotel which is impeccable while yours was anything but, is a bit like taking her to the neighbor's house who has everything you have but just a bit better. The service we received with the hour we spent at Fiesta Americana blew away the entire week at ME. At this point, my wife (who was visiting Cancun for the first time) quickly said, "we are staying her next time".
Sorry ME. It should have worked out. I wish it would have worked out. I was looking forward to ME being our "go to" spot for visits to Cancun, but it wasn't to be.
Good luck as you slog through your severe service inefficiencies. I do thank your staff for being as accomodating and understanding and apologetic as they could be under the circumstances, but in the end, it just wasn't near enough to compensate for the utter lack of service. Good luck garnering those top tier room rates for your most beautiful hotel over the long term with this service level. You have created a beautiful property but you have proved the cliche to be true....."Beauty is only skin deep". The only thing keeping me from giving this experience one star is that the hotel was beautiful.