Cenote Secreto Maya Tours and Activities

Three stars because the property itself is nice, but the service made our anniversary trip stressful. Even with Privilege access, we felt dismissed. We spoke with at least 15 staff members, butlers and managers, spending around two hours a day chasing help. Managers promised to find us with updates and never followed through. Calls with Expedia and resort staff left us being passed back and forth without a solution. We were also subjected to a high-pressure pitch for a vacation membership costing around $30,000. When we explained our difficulties and questioned the offer, the salespeople became defensive and unprofessional. They told us we should not have booked through Expedia and made us feel blamed instead of heard. There were also problems with our catamaran arrangements that left us feeling forgotten, with poor follow-up. The butler service was disappointing, and we spent extra trying to enjoy our time. After days of raising concerns, the only remedy offered was a complimentary 30-minute massage about an hour before departure. A nice setting could not make up for the repeated broken promises and time lost trying to get help. We wanted to enjoy our anniversary, not spend every day escalating problems. I would not return.

Perfect Stay! Alexa was a phenomenal butter, and Jose was excellent Master Mixologist. Wonderful stay, we cannot wait to go again.