We booked Garza Blanca Cancun to celebrate my 40th birthday and my parents’ 43rd anniversary. I prepaid everything—rooms, all-inclusive, transfers—so my family (partner, 2 kids, parents) could fully relax. Upon arrival, we were warmly welcomed, but the check-in took over an hour. I was told the all-inclusive wasn’t applied for my kids, even though my Expedia confirmation clearly showed it. I was forced to pay an extra $1,860 to check in—exhausted and in tears, with no support from staff despite showing proof and contacting Expedia.
Throughout the stay, we had issues using our $90 daily resort credit and 20% discount—even after confirming details during billing. I returned to the front desk multiple times and was told the policy had changed recently, and no refund could be issued. No manager was ever available.
Concierge rarely answered calls. A pre-arranged birthday flower delivery never happened, and my coworkers’ and mom’s attempts to plan surprises were ignored.
That said, the food, drinks, pools, and service from Arcos (our butler), Antonio at Davino, and Spa Imagine were truly amazing. The resort itself is stunning.
Unfortunately, the unjust charges, lack of follow-through, and refusal to assist after multiple attempts left us deeply disappointed. I spent over $20K on this trip and expected better. Until this is resolved, I can’t recommend this resort.