be sure to review the refund and cancellation policy of Pelicanos Grand
I wrote this for TripAdvisor to warn people to be aware of the restrictive cancellation policies of this hotel: READ THE FINE PRINT! Review of Plaza Pelicanos Grand Beach Resort Reviewed 1 week ago Do you think it cannot happen to YOU? Do you think you can't get sick or injured, or have some other calamity befall you that will cause you to not be able to go on your vacation? Yeah, that was me, too. I am 71 and I fell near the hotel crossing a construction site. I was badly injured and my wife was afraid of infection. We made the decision to return to the USA for treatment.
Have we gotten even ONE EMAIL from Pelicanos? No. Not even a response to our cancellation. They just kept our 30,000 MXN pesos. NOT ONE WORD! I have never even HEARD of a hotel that can work like this. Maybe a one-night penalty. I would be okay with that. What if I had reserved for 30 days? Are you going to retain the entire amount? I wonder why TripAdvisor and Booking.com even deal with companies like this.More
Date of stay: December 2020
Jose D. Uribe<email@example.com>Wed, Jan 6, 1:00 PM (21 hours ago) to me I am writing to you to find out what happened to your reservation. how can I help you?
me: I left ratings on TripAdvisor and Booking.com regarding the fact that I never checked into the hotel due to being injured. I have received no response as of today. My name is Irvin Harris and my reservation was Dic 19 - Dic 26. My email is xxxx.
________________________________________________________ me: My wife and I stayed for one week at the Crown Paradise Golden and we enjoyed it very much. Our intention was to visit TWO all-inclusives (Pelicanos being the second one). It was almost time to change hotels, so we took a bundle of laundry and dropped it off on the way to Pelicanos. We wanted to get an idea of how the hotel was laid out, so we continued walking in the direction of Pelicanos. I am sure you are aware of the construction going on in front of the hotel. I had to cross an area that was blocked. In the process of crossing, I caught my foot on some fencing material and I fell HARD, face-down, injuring myself in several places. I'm 71 years old so my wife worries about me a lot. My wife took me first to a pharmacy and then to a doctor near the hotel. I got four sutures. My wife was very nervous that the wound could get infected so we made the decision to return to the US for treatment. We went through Booking.com and immediately canceled our reservation.
I would like to know if it is the intention of Pelicanos to retain all 30,000 MXN or do the right thing and make a good faith refund? To be honest, I have never even heard of a hotel that keeps ALL of your money when you cancel a reservation. I can understand charging for the first night, or a small penalty, but certainly not 30,000 pesos. What if I had reserved for one month? This is unheard of in the US. Even TripAdvisor is ensuring that most locations are fully refundable. I can guarantee that I will NEVER use Booking.com again. My hope is that you will see that this was not a whim. It was due to a serious injury. We really wanted to enjoy our Christmas holidays at Pelicanos. What I would like is a refund to the credit card that I used to make the reservation. The expense of another flight to PV is out of the question. Your attention to this matter is greatly appreciated. _______________________________________________________
Jose D. UribeJan 6, 2021, 3:46 PM (19 hours ago) to me Dear Mr. Harris, I have investigated your case and the answers are as follows. The cancellation process and policies are very clear and specific to the agency where you booked. You should have received an email about it. we as a hotel are subject to and are governed by these same policies. unfortunately we cannot help you on this occasion.