Buyer Beware Finest Playa Mujeres All Inclusive - Trouble Booking with a child

Whodat Travel is taking little man to Cancun and Playa Mujeres. We booked with the Excellence group and have had nothing but problems. Learn from our issues and see what we have been going through with the Finest Playa Mujeres Hotel.

[@kaylascott4134]

Despite the other comments, I AM SO GLAD I watched this. We stayed at excellence in Punta Cana and Finest was a separate resort entirely. We booked at Finest Playa Mujeres, and noticed same issue but wouldn’t have realized it was because we picked club level. I’m calling them today to sort it but this is VERY helpful now that I know. Glad we can still cancel. Woof. Thanks for the video!!

[@WhodatTravel]

Glad to have helped. Good luck. We really did enjoy everything after we sorted all of the booking out.

[@kurtlilja1901]

they don't count children 3 and under in the reservation just got back from there. also just booked again for June, same thing they count my 8 year old son but not my 3 year old. if you booked an excellence room that's on you because its adult only. finest rooms except children like the normal suites.

[@nicoleclay3418]

Don't want to sound like a smart ass, but I have booked many times with Finest Playa Mujeres online with and without children. The only way it removes your child is because you chose an excellence club room instead of a finest club room. Since Excellence club is only for adults, it will automatically remove any children you had in your search. Hopefully, everything works out and your vacation is still wonderful.

[@WhodatTravel]

I've booked with the group before as well. The fact that I put in that I have a child there should be no way it removes it or even gives me the option for that room group. That is a problem with their system. I am an IT person and have been in charge of many websites that that is a major error on their part. I do understand your position but that is a major flaw in their user interface of their website and the handling of it after the fact has been abysmal

[@jpbarbian]

Exactly this. It is impossible to book an EC room with a child on the booking. Should have booked with your agent and. It had to wait on hold this whole time. Lesson learned. User error.

[@WhodatTravel]

The point is that it shouldn't be an option. Why does it make sense to remove the child from the search. It makes much more sense to not show the EC as available.it is bad UX all the way around

[@amyy9752]

I noticed all the club level rooms were adults only. I did notice the website removes your children, when you click on a club level room. I think they should only show you kid friendly rooms if you’re booking with kids.

[@WhodatTravel]

There is a Finest club level as well that accepts children. I agree if you put kids on your search it should only give you results that are child friendly

[@jordanarellano1519]

Sounds like this was entirely in your error🤷‍♂️ excellence is clearly an adult only resort. Which would remove your kid when you book. You should have booked finest. Finest club and excellence club features are interchangeable for guests with club level access.

[@joenewton9883]

Do you have an updated video sharing how things went? Would love to hear.

[@WhodatTravel]

Yes. Here it is. kzbin.info/www/bejne/g6XChpmQmLmXfKM

[@joenewton9883]

@@WhodatTravel Thanks! Also, you mentioned you have an awesome travel agent. Do you share their info anywhere?

[@WhodatTravel]

We use Unforgettable Honeymoons a lot. They have been fantastic to us for almost 10 years now

[@victoriam597]

Hello! How was the crib? Was it safe?

[@WhodatTravel]

Our little man was just under 3 when we went. We didn't have a crib. Sorry

[@travelvfamily]

The excellence room is alone for adults and each time you do a new search for different dates or rooms it will remove the children and I had to add back the kids each time and I had to double check each time. I believe they need better customers service and they need to fix the glitch online

[@WhodatTravel]

I agree. If I have a child on my search, one it should never be removed and two the website should never show rooms that would not be available to our party. The customer service after was not helpful at all either

[@jpbarbian]

Blaming the resort for you booking an adults only room and not verifying everything before processing payment is lame. Making a video trying to push blame on the resort is shameful. What's the point of the video? Letting us all (who understand how the website works and how YOU messed up) that you are can't accept responsibilities for your own mistakes? Yeesh.

[@WhodatTravel]

While you have your opinion I see some very big flaws in how the website works and the customer service that was provided post booking. When someone enters the party into the search availability the website should never take off members of the party and should never show rooms that are not available to the party because of a restriction. This is basic website UI and UX. (user interface and user experience) Now I will take blame for not double checking, I made an assumption that the information I entered had remained the same, one normally is safe in that assumption because of a standard of UI and UX in website making. However I will not take blame for the customer service that was provided after. I am at the resort currently and have spoken to other people that had the same issue we had. Another couple had even worse customer service than we did The point of this video is to let others know that this has happened to me and to others and to show the customer service is basically non existent.

[@edinjiklianfamily1770]

I'm glad i know about this glitch. Thank you