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Best/Worst Service


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#1 Mike in STL

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Posted 14 July 2016 - 02:51 PM

I'm the type that I won't leave a review of a place unless the service blew me away, good or bad. Right wrong or indifferent. When I read other reviews. the one's that give 3 out of 5 and say "it was nice". That does nothing for me, so I don't bother myself. But if it was amazingly good, or terribly bad, i'll take the time to let them know. 

 

I experienced both the last few days. Here I'll list the best. Next post i'll go worst.

 

Best: Wife and I spent Sunday to Wednesday afternoon in Mexico. All-inclusive resort called the Excellence Riviera-Cancun. It was a gift from the couple that owns the bakery she manages for them after a stressful few months for her there. Also a bit of a bonus for sales beating expectations by a large margin with less staff than she is used to. From the second you leave the airport it was first class all the way, from the shuttle to the resort, welcoming you there with a drink right away, cleanliness of the resort. Food was top notch, nine restaurants to chose from, two had breakfast, five had lunch, most had dinner. So it was a different meal at a different place each time, except breakfast. Pool and beach areas were in great shape. Not pushy about pushing you to buy excursions and stuff. The nightly shows were well done. Fire jugglers and whatnot. No annoying wristbands either. 

 

One thing my wife appreciated is that they enforce a rule on not reserving poolside/beach side chairs. We stayed at another place a few years back where they had a clearly posted rule that reserving chairs was not allowed. But people would go down first thing in the morning and place a towel, books, beach bag, on a pair of chairs, and not return until they were ready. Hours later. We complained that so many people were not abiding by the rules, as we would go down to the beach in the afternoon, and not a chair to be had, but they said they couldn't move peoples personal items. So why have the rule? 

 

At this resort, if your stuff is unattended for a decent period of time, they place a time card on your chair. If probably 30 minutes, hour later, if that card isn't moved from where it was left, your stuff is gathered at taken to lost and found. Good. It's fair, and everyone can find a nice seat when they want.

 

This makes three paradise like trips we've taken in six years. All-inclusive to Dreams, in Punta Cana, which was sub-par. Service was so-so. Drinks were real weak. Just one pool, only four restaurants for dinner only. One large buffet for breakfast and lunch.

 

Next time we tried a timeshare in Mexico and it was much better than the Punta Can trip. For paying out of pocket for everything, maybe made for better food, amenities, etc... Had to rent a car for that one. There were I think four restaurants there too, but all but one had all three meals. We also with the rental car did a lot of sightseeing on our own instead of caving to the excursions. Drove two or so hours to Chichen Itza one day. Another day took the ferry to Cozumel. Things you can do with the excursion companies at the all-inclusive but for a much higher price than what it cost to rent a car and a tank of gas.

 

This resort in Mexico this time around was the best of both worlds. 5 stars in all facets, and all-inclusive. We were lucky it was a gift, but had we paid for it, no doubt you easily got your money's worth. Did not do the excursions. Maybe if we had more than three days. Amazing food. Top shelf liquors. Bartenders know how to make a lot of things the right way. I never order an old fashioned out in public because it's a pain in the ass to make. But they don't mind, putting it on a drink menu, and they were awesome. Gratuity was included, but we left extra everywhere anyway. (I mean, on top of the above average service, the trip was a gift).

 

Side note: Found it odd that on the television, porn channels were just on there, no warning, no blocks. I'm watching The Simpsons while my wife was getting ready. Show ends, I channel up...hardcore porn. So that was fun lol. Come to find out the resort was adults only (Didn't meet swingers or encounter public nudity or anything like that). No kids made it nicer for a relaxing getaway. Once we got to the airport to leave, kids were running around the check in area seemingly unattended. I don't have kids, but man, I can only imagine how much you parents value peace and quiet once you have them. 

 

So for all-inclusive, Excellence, Cancun was amazing. Well worth it. Plenty to do without having to leave the resort. But I would also recommend the timeshare route if you haven't done it, or maybe if you want to sightsee for yourself as you can come and go from the resort whenever you like. Mexico 2 - Dominican 0


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#2 NewMarketSean

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Posted 14 July 2016 - 03:14 PM

Mexico is awesome and the Excellence resorts are among the best out there, so no surprise about the service.

 

We've done the AI resorts before, they're great, but the last time we went we stayed in a condo on our own and rented a car, shopped, cooked our own meals, ate out at local restaurants...it's a great alternative to AI resorts and the Mayan Riviera is a great place to do it since getting around there is so easy. The grocery stores are great too...clean, cheap...they have everything too.

 

That being said, I'm going on a family trip with wife, parents, sister, boyfriend to an AI in the Dominican this December. The resort got great reviews, so I am excited to go, but I do agree...overall Mexico has the better reputation when it comes to service. Plus it's closer and about as cheap if not cheaper than the DR, too.

 

Mexico is the most visited country for Americans but it's still underrated in many ways. I really want to go to Merida and stay there a few nights, drive to Chichen Itza, stay a night in Valldolid, hit up some cenotes along the way, and then drive to the coast.


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I never had friends later on like the ones I had when I was twelve. Jesus, does anyone?

#3 NewMarketSean

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Posted 14 July 2016 - 03:35 PM

BTW it was the Now Jade resort that we stayed at...the NOW resorts are really nice too.

 

And we're staying at the Majestic Elegance in Punta Cana.


I never had friends later on like the ones I had when I was twelve. Jesus, does anyone?

#4 Mike in STL

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Posted 14 July 2016 - 04:01 PM

Worst: So we got back from our trip, left BWI around 9:45pm and starving. Wasn't going to cook, didn't want drive thru. So we were going to pick up a pizza and wings. My wife is looking up the local places near us we like on her phone and they all seem to close at 10. For not being near home until 10:30ish, we reluctantly placed a carryout order with Pizza Hut a few minutes from our place. Open til 11.

 

Serves us right for ordering pizza from a chain place. But we didn't have many options, and were pretty set on pizza after eating fancy meals and Mexican food for four days.

 

Placed the order a little before 10, gave us the option of it being ready at 10:15 or later. Specified 10:30. Pick it up hot. I walk in at 10:28 according to the famous big red numbered digital clock on the wall in all Pizza Huts. (Don't know why because the 20 minutes or its free deal hasn't been around since like 1994). There are about six furious people in the carryout area as I wait my turn. I don't know their story, apparently orders were wrong. My turn, super nice guy looks for my order. Says the pizza is coming out, will be just a couple minutes. Perfect. Piping hot out of the oven, right on time. I pay and even tip $5 on $17 for the carryout guy as he looked to be struggling with the other customers there. I've been in his shoes before.

 

Thats when it went downhill. 5 minutes went by, nothing. 10 minutes, I ask the guy whats up, and he looks again and says it won't be much longer. I'm thinking the wings and breadsticks were not ready or something since he told me 10 minutes ago the pizza was coming out. 15 minutes I come up and stay right at the counter. Stare into the kitchen. Listen to the other folks pissed about their orders they've waited on longer than me. Giving the impression that I want my order. 20 minutes I ask if there is a manager, one of the other customers informed me they already asked and the manager just never came out from wherever. I was stern about it, asked him to ask his manager again. Manager never did come out. 25 minutes my pizza comes out because I watched it come off the oven, and go in the box. It was given to me with the rest of my order...that had been sitting on the counter for at least 25 minutes as I could see it the whole time. I shook my head as I left and told the guy simply to get some help. Understaffed, poorly managed place. Wasn't about to ask for money back, or the cold food reheated, I didn't want to be there another minute. Since "a couple minutes" in Pizza hut time equals 25 minutes, who knows how long that would have taken.

 

So we get home, reheat the cold food. Open then pizza box, even that isn't cooked all the way! Soft crust. Cheese not melted all the way. We have a pizza stone so we finished it off in our oven. Had a slice, it was disgusting...I threw out 3/4 of a large pizza. Which I have never done in my life. Even bad pizza is still, okay. Not this one. Needless to say, I wrote up a really great survey they invited me to take on the receipt. 

 

Things I noticed:

1. 5 tables seated in the place, 2 servers on the floor. Pretty standard to have two servers at 30 minutes to close. 1 properly trained server can handle 5 tables in a simple pizza joint, but whatever.

 

2. The carryout guy doubled as a cook. 2 other guys cooking. Seemed like not nearly enough. This is where a manager needs to step in and help. But they were nowhere to be found. 

 

3. Servers were coming back to the kitchen to help make easy food. Sandwiches, salads. But didn't know what went on them. So much for servers knowing the menu. Poorly trained, servers really didn't care anyway, more bad management.

 

4. Because the servers were in the kitchen, customers who had issues came up to the front/kitchen/carry out area, to address their needs, send back incorrect food, etc... Tables are another place a manager needs to be...if the kitchen was doing its job and he/she didn't need to be back there.

 

5. Liars. Don't be a liar. My pizza was not coming out of the oven when he said it was. Because he said that it was, I handed over my card to pay for it thinking I would be out the door in a moment. Do not take payment until the order is complete. At 25 minutes, I'd bet my pizza wasn't even made when I paid for it. Unlikely, but if they ran out of cheese or something, what did I just pay for? 

 

6. I've been hit with an unexpected busy pop at the end of the night as the lone server left. It happens. This was not one of those cases. But in those cases, hustle. You're at work, so move with a sense of urgency. I was watching everyone. No one in a hurry. Kitchen taking it's time. Chatting, laughing, if people are waiting well past 20 minutes after their pickup time, you better be doing something productive that at least appears like you give a damn. If I knew the rest of my order was sitting there already getting cold for 20 minutes, I would have interrupted their gossip session to make them make me some fresh wings. Don't like it, get you're damn manager.....again. If you are hustling, I will have all the patience in the world for you. Liars and laziness I don't tolerate.

 

I made a joke to my wife after leaving Mexico that we should pick up Taco Bell. In hindsight, would have been a hell of a lot better. 

 

BTW: It's the one on Joppa Road by Loch Raven Blvd. Support small businesses instead when you can.


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#5 Mike in STL

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Posted 14 July 2016 - 04:05 PM

Mexico is awesome and the Excellence resorts are among the best out there, so no surprise about the service.

 

We've done the AI resorts before, they're great, but the last time we went we stayed in a condo on our own and rented a car, shopped, cooked our own meals, ate out at local restaurants...it's a great alternative to AI resorts and the Mayan Riviera is a great place to do it since getting around there is so easy. The grocery stores are great too...clean, cheap...they have everything too.

 

That being said, I'm going on a family trip with wife, parents, sister, boyfriend to an AI in the Dominican this December. The resort got great reviews, so I am excited to go, but I do agree...overall Mexico has the better reputation when it comes to service. Plus it's closer and about as cheap if not cheaper than the DR, too.

 

Mexico is the most visited country for Americans but it's still underrated in many ways. I really want to go to Merida and stay there a few nights, drive to Chichen Itza, stay a night in Valldolid, hit up some cenotes along the way, and then drive to the coast.

Oh yeah. We hit up Wal-Mart and couldn't believe how cheap it ended up being. Enough booze that would have been about $100 in the states ran about $60. 12-pack of Dos Equis (when in Rome) was equivalent of about $6-$7.


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#6 Chris B

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Posted 14 July 2016 - 05:17 PM

BTW it was the Now Jade resort that we stayed at...the NOW resorts are really nice too.   And we're staying at the Majestic Elegance in Punta Cana.

I'm at the Majestic Colonial right now
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#7 NewMarketSean

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Posted 15 July 2016 - 08:05 AM

I'm at the Majestic Colonial right now

That's right next door, right?


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#8 Chris B

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Posted 15 July 2016 - 08:28 AM

I'm at the Majestic Colonial right now
That's right next door, right?
Yeah you can walk back and forth, it looks like. Doubt you can eat at each other's places though

#9 NewMarketSean

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Posted 15 July 2016 - 08:29 AM

Yeah you can walk back and forth, it looks like. Doubt you can eat at each other's places though

Cool. How is it?


I never had friends later on like the ones I had when I was twelve. Jesus, does anyone?

#10 Chris B

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Posted 15 July 2016 - 08:36 AM

Yeah you can walk back and forth, it looks like. Doubt you can eat at each other's places though
Cool. How is it?
No complaints at all. Very nice. Heard Elegance is the better one for what it's worth

#11 BSLChrisStoner

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Posted 15 July 2016 - 09:31 AM

Check out this site about service... pretty funny...


Complaints By Andrew

https://sites.google...laintsbyandrew/


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#12 Mike in STL

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Posted 15 July 2016 - 10:02 AM

Check out this site about service... pretty funny...


Complaints By Andrew
https://sites.google...laintsbyandrew/



I read a few of those. Some people can actually be pretty condescending when writing a complaint and I don't find that really necessary. Just tell the story.
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#13 BSLChrisStoner

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Posted 15 July 2016 - 10:24 AM

I read a few of those. Some people can actually be pretty condescending when writing a complaint and I don't find that really necessary. Just tell the story.

 

I think it started off as a lark, mainly for the author's personal entertainment... nothing serious. And he was later surprised by the reactions he received from companies, and the audience he built.

 

Only know the site as he was a work friend of my wife at T. Rowe.

 

But laugh aside...  I do think it's best to be straight forward when contacting companies.



#14 NewMarketSean

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Posted 10 December 2016 - 06:58 PM

Just got back from my trip to the Dominican and reading what I wrote about Mexico having the better service I have to question that. I just received the best service ever for a resort/hotel. Tremendous service...like I bet it's better than the service at Disney.
I never had friends later on like the ones I had when I was twelve. Jesus, does anyone?

#15 Chris B

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Posted 10 December 2016 - 07:02 PM

Just got back from my trip to the Dominican and reading what I wrote about Mexico having the better service I have to question that. I just received the best service ever for a resort/hotel. Tremendous service...like I bet it's better than the service at Disney.

 

Majestic right?



#16 NewMarketSean

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Posted 10 December 2016 - 07:20 PM

Yup.
I never had friends later on like the ones I had when I was twelve. Jesus, does anyone?




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