I’m deeply dissatisfied with how I was treated during checkout at Hotel Xcaret Mexico. While I enjoyed my stay, my departure experience was extremely disappointing.
My flight was changed to 6:00 AM the next day. I asked the front desk if I could take the latest airport shuttle, but was told it was only for same-day flights. No alternatives were offered. I had to pay $108 for a private car scheduled for 3:30 AM and was told I could lounge on the property until then.
When the car arrived, I had misplaced my checkout slip and requested another copy. I was met with confusion, accused of lying about being on the premises, and told by a manager that he saw me on camera and I had to pay for an extra night. At no point was I told staying on the grounds would result in a charge, nor was I offered the option to extend my stay.
Given the late hour, I paid under pressure to avoid missing my flight. I strongly believe this charge was unfair and should be refunded. The handling of the situation lacked clarity, professionalism, and hospitality. I hope this matter can be reviewed and resolved quickly.