Grupo Cerra

We have just returned from our second stay at the Grand Mayan in Nuevo Vallarta (February 4- 11 2011). We will never stay there again and will post our negative comments on the internet wherever possible. We demand a full refund of our exchange funds and a week timeshare unit exchange refunded to us.

Here are our serious complaints in brief. The Grand Mayan's reservation/concierge methods are unprofessional and deceptive. It is completely dishonest to let prospective patrons feel that there is any chance whatsoever of attaining an Ocean Front Unit at the resort when the units are completely filled with Timeshare Owners. Both RCI Exchange and the Resort know this. As Ocean Front Timeshare Owners in Maui, HI, we are owed a comparable unit with the resort on our trade. We also deserve to have this confirmation made to us BEFORE we make a reservation at the resort. Both RCI and the Mayan Resorts make it seem as if such units may be available, "depending on the inventory," when there never was the remotest possibility that there would indeed be Ocean Front Units available at all. This is the second time this has happened to us when reserving with the Grand Mayan.

We were frustrated and humiliated at check-in while we were bounced between the reservation staff and the timeshare staff trying to find a supervisor who could help us. All we were offered was a bottle of water and an invitation to the timeshare presentation breakfast. The check-in staff member went into some sort of act, pretending to go backstage somewhere to check on cancellations when he knew there was not chance we could get the unit we wanted at any time during our week. We even offered to take a smaller unit for a chance of an Ocean Front unit. We did every thing we could do to confirm an Ocean Front unit before, during, and after our arrival, short of the monetary bribe that some guests were forced to offer. Before check in, we emailed the resort's concierges and were never told that all the Ocean Front Units were booked by owners so that we might be able to exchange elsewhere. This is deceptive and dishonest.

Moreover, daily noise from loud lawn equipment and pounding jackhammers, plus the terrible views of a parking structure and street did not allow us to enjoy our balcony unit or our plunge pool. There was never any sun and needless to say, sunset, available from our unit. This is NOT what we paid extra for when we purchased our Ocean Front at top dollar in Maui. The "Marina View" in the "New Building" offered to us at check in offered no view of a Marina whatsoever. Only the bobbing tops of sailboats appeared in the distance. It would have been funny if it weren't so humiliating, frustrating, annoying and deceptive.

We were frustrated and upset the entire week of our stay. I spent every night in sleepless frustration with no help from any manager or supervisor. Even when we complained when insincere timeshare calls asking if we were enjoying our vacation were ignored, no remedy was offered. We remain extremely angry, frustrated and humiliated from our experience. No apologies will help. Only a complete refund of our exchange money and refund of our timeshare exchange week will be acceptable.

I saw the commercial were they offer original perfumes at wholesale prices. I called and a person with the name of Rocio ** took my call. She told me there was a special going on, where you get 24 original perfumes for $200. I decided to go ahead and buy it, since I talked to some co-workers that agreed to buy some. I send them a $200 money order. I received a box full of **. I received a box with 24 cheap piece of ** fake perfumes. I called them back, and they never answer. Most likely they have my number stored, and they know I'm calling to complain. My husband called them, and they told him they were going to get back to him, and they never did. My husband called the local news, and they said they will do a coverage on it to uncover this crooks. We are thinking of suing them for false advertisement. I was so disappointed because I had already told my kids they were getting a perfume, and they were all excited.

We ordered perfumes from there because they offer original perfumes and when I received them, they were all fake cheap perfumes. They didn't send a receipt and every time I call they hang up on me. They charged me $288 and I need to find a way to see if I could get that money back.