I received an email several weeks ago about 20,000 points per night redemptions at the Holiday Inn Resort Los Cabos All Inclusive. I began thinking of the great weather, the sun, the beach, and booked 6 nights. Unfortunately, the rest of this trip report is the failures I experienced until I finally decided I had enough and left for the Hyatt Ziva Los Cabos.  Prior to my arrival, I was in contact with a manager by email, and he let me know I was entitled to an upgrade due to my IHG Platinum Elite Status (I was not expecting this), and for $45 / night additional, I could again upgrade to an ocean view room with a terrace and hammock. I upgraded as the limited photos available showed what I thought was a nice room.

CHECK-IN

Upon arrival, the check-in process was the first problem; we were told to go do “something” for an hour while our room was cleaned. This was odd since we arrived around 1:30pm and the manager was aware of my arrival time. We went to the one restaurant on property that was open and had a good meal. After an hour had passed, we returned to the lobby to find complete chaos. There was a line from the desk half way through the lobby, and only some of the computers were staffed for check-in. It appeared there may have been internet or connection problems because nobody was moving it seemed. I was given a key to my room and thought I had dodged a bullet – I didn’t have to wait in that line. My hopes were short lived as I tried to get in my room and the key didn’t work, the dreaded red light. I returned to the lobby and the same faces were standing in line, not on the beach or enjoying their free alcohol. I asked an employee what was going on and was told to come back in 45 minutes. I asked to see a manager.  A manager arrived about 5 minutes later and had keys to our room, and we were finally starting to settle in.

Continue reading →