Premier Cancun Vacations
Complaint 124337 Details

I Received a phone call at home fromPremier Cancun Vacations saying they had a great deal on a Cancun and Florida vacation. The representative for the company had mentioned that for Cancun, the resort we would be staying at would be an all inclusive package for two adults and two children. I reconfirmed that it was an all inclusive package before I bought it, as my family and I have travelled to Mexico and that is the only way we travel is to stay at an all inclusive resort. I was reassured it was, then I received the following from the company via email.

According to our records your vacation package includes:
6 days and 5 nights in European plan (accommodations only) for 2 Adults and 2 children under the age of 17 in Cancun, at The Laguna Suites Golf & Spa Hotel or at the Ocean Spa Hotel.

You had 12 months to make your reservation and up to 18 months to travel. Today we are contacting you to invite you to set up your reservation and avoid a reactivation or extension fee that applies when you reserve outside your booking window of 12 months.


You will only be responsible for incental fees, such as on time activation and processing fee of $69 USD and hotel taxes of $110 USD, this are one time fees per room not per person and the activation fee will allow you to change dates without additional charges.

Needless to say, I was very upset to receive this email stating otherwise. An employee from the company phoned me, recognizing I have not yet booked my vacation, so I explained that the reviews for the hotels were not positive and I did not feel comfortable staying there. He then sent me an email with a new 5 star all inclusive resort saying that I could upgrade paying only the upgrade fees. I phoned to enquire and found out that it would be an additional $168.00 per person, per night because of the high season that I would have to travel in. At no point during the original conversation was I told there would be a problem with it being high season or that there would be an upgrade fee if I did not like where I was staying. Instead, they mentioned that they had sister properties I could always stay at if I wanted too.

In conclusion, what a great learning experience this has been for me. It's sad I didn't take the time to go quickly to the computer to research the company before hand. I could have saved my family $600.00 which could have been put towards another trip. Hopefully I can help save someone from giving away their money. Always check out companies before you commit.