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| Despite the fact that all of their services are not yet available, it was still a very magical place....one of the best beaches ever, great food and sexy digs. I was disappointed the spa was not open as stated on their website. I only hope Different World consistently promotes only Esencia- type properties - if so I will surely use your services again. K. Tomasso, United States
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| We had an absolutely terrific time!!! Esencia was to die for. The property is new and it was truly beautiful. The service staff was very good and went out of their way to meet our every need. The food was exquisitely prepared. They are willing to prepare your food anyway you want and if you do not like what is offered on the menu they would have acquired and prepared what you desired. They pampered us beyond our expectation, the beach was superb and the room accommodations were over the top. We had the second floor Villa with the private dip pool. The electronics in the rooms were surprisingly cool. Flat screen TV, lights with dimmer systems, and a sound system that was out of this world. They had the foresight to wire the rooms for use with your IPOD (which we had) or if you did not they had IPODs for your use and enjoyment which we used and loved the music selections. We will go back there ASAP. Observations for improvement at Esencia - Realizing they are new some of this may go away after they are fully developed: They need to focus a little more on the intercommunication within the staff. For instance, I had planned to have a dinner in the room on Friday night, but Friday morning we met with the Chef to decide the menu and we then decided to have in the main dining. Well they set the verandah up for dinner at the room. Additionally, they charge $100 extra to "set up" for dinner on the beach or at your room which I thought was of no value. Another sample of poor communication was upon check out. We did our paperwork and afterwards I had to make an international operator assisted call and we wanted them to mail an envelope. The stamp cost $1.00 and the call was $3.33. I called the reception to pick up our bags to leave and told them I had made the call and asked if I needed to come and adjust the bill. Luis indicated that if I could please leave the cash in the room which I did. So off we go to the area for the limo to the airport and suddenly we are stopped from leaving that someone form the reception was coming out to see us. We waited there for about 10 minutes finally she shows up and wants to know about the money for the stamp and the phone call. I mean we are talking about $4.50. I told her I left the money in the room as I said I would to Luis and further told her how incensed I was that I was being held up over five bucks when I just spent over $3,000 at their hotel. I am not sure she gets it. The point is they should have never even addressed the extra money and even if I did not pay they could have chalked it off as bad debt or in reality hit my credit card. They need to expand their menu. It may be abbreviated due to the fact the restaurant area is not completed and their wine list was woefully deficient but I am sure that will improve once they have the storage etc complete. The SPA was not complete although we did have a message in the room for both of us and they did an outstanding job. All in all, minor issues that will improve with time. Escenia for us was week of bliss. We loved it!!! Thanks for your help, we will contact you when we are ready to go on vacation soon. C. Atwood, Mahwah, United States
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| I would first like to say that we highly recommended Different World to practically every vacationer we met while in Mexico, as not only your website but customer service was outstanding! As you know, we suffered a bit of a setback during our stay at Hotel Essencia with the break-in and theft of our credit cards, id's and Sarah's watch. Unfortunately, that inconvenience became the least of our concerns by the time we ended our stay at Essencia. Not only were we robbed, but it occured while we were in bed watching a movie! After reporting this to the front desk, Hotel Essencia dispached "Anna" the operations manager to our room to help with some sort of investigation. We wrote out a detailed timeline of the events as well as a description of what was stolen and both Sarah and I signed the document. We were told that the hotel would file a police report and investigate the break-in. We cancelled the cards in front of Anna as well as ordered replacements. Within a half an hour she wanted to know how we were going to pay for our transfer to Deseo. Long story short we had to call home and use our parents credit card to stay at essencia for 2 extra days as our card would not be replaced until then. Our next 2 days at Essencia were awkward to say the least. There were only 3 to 4 couples there and we were made to feel that it was our fault we were broken into and the inconvenience was on Hotel Essencia. Our only compensation was a free round of margheritas which I found to be pandering at best. Sarah didn't sleep well and the didn't offer to at least move us to another casita to feel safer. Neither of us wanted something for nothing because of what happened, rather some attempt at solace would have sufficed. We got neither. An addenum to this story- when we checked in we were not given a key to our room- only after the break-in were we provided with one. However, after waiting the rest of our trip for some answers, solace, friendliness??? We decided to talk to Anna on our way out. Sarah asked for the police report so it would be easier for her to get id's, etc. replaced in the U.S.- Anna got very nervous and said she "would get started on it". What we ended getting was a copy of what we wrote down- translated in Spanish so we have no idea what it says. Also we now learn an official police report was never filed. Anna than tells us we would have had to go to the Cancun police dept. at 6AM to file a proper report but they're still "actively" investigating the case. She blatently lied to us. She then claimed that Sarah had dropped our key off the day after we checked in. Another blatant lie. We never got a key before the incident and even if we did- who on earth returns a key the day after its given to you??? Then Anna insinuates that its our fault all this happened because we didn't use the safe. My thought is when I'm home I shouldn't have to lock my things up!! I'm sorry this is so lengthy but we are both severly dissapointed and upset with this hotel.We are also looking into whether we have any legal rights to do something about it.
Name and address withheld
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Comments represent the opinion of the relevant individual and do not reflect the views of Different World.
