For years, my family has stayed at Cancun for family gatherings. This visit was beyond disappointing. I arrived at 4:00 pm to check-in and was told my room wasn’t ready. When I asked if they could give me an estimated time, I was told, “No.” At 5:30 that evening I was finally given a room. The next morning I received a text stating that the building I was in was being reprogrammed and I would need to go to the front office to exchange my keys. Upon exchanging the keys, I arrived at my room and was unable to get in and had to go back to the office. The next day, I had family arrive that I had included as room guest during the check-in. Security refused to let them in and I was called to the office again. The front desk explained that when they reprogrammed the room keys my guest list was deleted. The gentleman at the desk suggested that I call the front office from my room and update the list. That evening I called the front office and proceeded to give the lady my guest list. I was told I would need to come to the front office with a picture ID to complete the list. I once again arrived at the front desk (7/3/2025) with my list and a very rude clerk said that I should have added the guest at check-in. I tried to explain the situation to her, but she stated that she would make the change, but only once. I will never visit this resort again. I have never been treated so poorly at a resort.