Arrived and was greeted by the friendly staff. Because we have a 6-month-old baby, the hotel wanted to move our room. This is understandable due to another guest not wanting a crying baby next door, but we were offered a room upgrade to which didn’t impact our view of the sea.
They helped enormously, and we accepted the offer. The staff provided a cot for the baby who was clean and mobile on wheels. After being shown to our room, we settled into a short four-day stay.
Immediately we headed to the pool area, which is modern, lovely, and clean. Went to the beach for a dip but was told that the extra fee we paid for the use of the pool area doesn’t stretch to the beach area and we would have to purchase the deckchairs. After speaking to the beach manager Nate, a slim black guy who was very accommodating, he managed to waver the fee and set up some chairs and an umbrella to shield our son from the sun, and he also told us where to find cozumel trikes for our next trip.
He was polite and sincere for the misinformation given to us by the reception, and I wanted to say a big thank you for his professionalism. Every day we came to the beach he looked after us, and that’s the kind of service you expect from a hotel like Eden Roc. So, well done Nate, Eden Roc should look after this young man because the kind staff is hard to come by!
When we finally arrived and checked in on Sunday during a very busy check out, Shenika was lovely even though she had been checking people out for the past 3 hours non stop. She was welcoming and made us feel like we were the only guests in the hotel. We showed her our reservation, and even though they swamped we asked if she thought we might get an ocean view and be able to check in early, she did not have to but she had the room available so she gave it to us, 10th floor, beautiful ocean view, jacuzzi tub and early check in at noon! She was excellent and set us up for a wonderful time.
Then I called to ask for some additional hangers, towels and a mini-fridge. Audrey R. took my call, and within 15 minutes, Vanelson was at our door with the goods in hand.
Wonderful stay. They were all smiles, extra responsive, and made us feel like VIP’s it was an enjoyable experience, and we are so grateful. Eden Roc has my loyalty, and with service like this, they will keep it.