Aloft Playa del Carmen

Overall, we had a fantastic time in Mexico and truly enjoyed our holiday. The hotel was excellent – very clean, well organized, with great service and a wonderful atmosphere. It really made our stay special, and we were very happy with the accommodation and overall experience at the destination.

There were, however, a few issues related to the flights:

Our return flight was d...

Overall, we had a fantastic time in Mexico and truly enjoyed our holiday. The hotel was excellent – very clean, well organized, with great service and a wonderful atmosphere. It really made our stay special, and we were very happy with the accommodation and overall experience at the destination.

There were, however, a few issues related to the flights:

Our return flight was delayed by more than two hours, yet we were asked to leave the hotel more than nine hours before departure, which did not seem reasonable and resulted in unnecessary waiting time at the airport.

On the outbound flight from Amsterdam to Cancun, my entertainment screen was not working. I was informed that I would receive a €30 refund, but this has not yet been processed.

On the return flight to Amsterdam, the entertainment system was not available from the beginning of the flight, which was particularly disappointing on such a long-haul journey. I would like to formally raise a complaint regarding this as well.

Despite these flight-related inconveniences, our overall experience was very positive, and we had a wonderful time. Thank you, TUI.

Kind regards,
Radomir