Royalton Luxury Hotels review: discrimination hateful remarks

try to contact you before
i was at the royalton from june 13 to the 22 all went well except for an very disturbing and hateful indecent comments that has left me and my partner very perturbed and dis-trot . booked this vacation on Sunwing friend and family if you need the reservation number please call me or email.

answer supplied by hotel is not acceptable in any manner this is why we are taking this you to Sunwing Vacations If sunwing vacation does not return my email or call by the end of this week being july 12th, we will be forced to take this to court and post all email and comments on Trip adviser. looking for speeding resolution other than lame excuses and flimsy 2 day pass that we dont want to use.
bellow are all emails pertaining to the incendent.
Ralph Bossé
Jean -Philippe Pelletier Montréal
[protected]

Riviera Maya, July 8, 2019
Vacation Experiences RRC [protected].06.19 9NTS SUNWING VACATIONS [protected]

Dear Mr. Bossé and Mr. Pelletier

We want to thank you for the time taken to contact us; please apology any delay in the response. It was an honor to be entrusted with your recent vacation at our hotel. Please find attached our letter; we are sorry for any inconvenience experienced during your stay.

If you should have any further questions or require additional information, please do not hesitate to contact us.

Best regards,

Bettina Zimmerer | Post Travel Manager
Royalton Luxury Resorts
Hideaway at Royalton Luxury Resorts
Royalton Suites Cancun
Email: customersupportrrc@royaltonresorts.com
Address: Carretera Federal 307 Cancun Tulum,
No. Mza 03 Lt Int. No.Km 332+150
Tel: (52) 998-283-3939 | Ext: 13017

Este mensaje electrónico en todo su contenido y sus anexos, son de uso confidencial y destinado únicamente al uso de la(s) persona(s) designada(s) como destinatario(s). Si ha recibido este mensaje por error, sírvase de re-enviarlo a su remitente y destruirlo. Toda difusión, o comunicación, parcial o completa de este mensaje o parte de su contenido, queda completamente prohibida sin la previa autorización de su emisor//This email and any attachments and the information contained (herein the message) are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.
P Please consider the environment before printing this email

De: Bettina Zimmerer
Enviado el: lunes, 8 de julio de 2019 11:31 a. m.
Para: Ralph
Asunto: RE: RV: follow the email room 4202

Dear Mr. Bosse,

Thank you for your email communication; please apology any delay in the response. I found myself sick and out of the office.

I am currently working on all information and will respond during the day today.

Thank you very much and once again please apology any delay.

Have a lovely day
Best regards,

Bettina Zimmerer | Post Travel Manager
Royalton Luxury Resorts
Hideaway at Royalton Luxury Resorts
Email: customersupportrrc@royaltonresorts.com
Address: Carretera Federal 307 Cancun Tulum,
No. Mza 03 Lt Int. No.Km 332+150
Tel: (52) 998-283-3939 | Ext: 13001

Este mensaje electrónico en todo su contenido y sus anexos, son de uso confidencial y destinado únicamente al uso de la(s) persona(s) designada(s) como destinatario(s). Si ha recibido este mensaje por error, sírvase de re-enviarlo a su remitente y destruirlo. Toda difusión, o comunicación, parcial o completa de este mensaje o parte de su contenido, queda completamente prohibida sin la previa autorización de su emisor//This email and any attachments and the information contained (herein the message) are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.
P Please consider the environment before printing this email

De: Ralph
Enviado el: lunes, 8 de julio de 2019 5:25 a. m.
Para: Bettina Zimmerer
Asunto: Re: RV: follow the email room 4202

Mrs zimmerer,
We are now Monday July 8th you and you have yet to reply to your last email.
Hoping you will follow suit to your promise to come back to me by July 5th, failure to do so By the end of today July 8th, I will be under obligation to further my request to Sunwing and and requesting legal action with my lawyer.

Once again we sincerely hope we can come to resolution without going thru these costly and time consuming actions, but if need be we will.

Immediate action on your part is required.
Regards

Ralph Bosse
Jean-Philippe Pelletier
Montreal Canada
de mon iPad

Le 2 juil. 2019 à 12:15, Bettina Zimmerer a écrit :
Dear Mr. Bosse

On behalf of Royalton Riviera Cancun we thank you for your email communication dated on June 29, 2019 sharing the experiences of your recent vacation.

Be assured that coordinated effort is being made to address every issue presented. All our corresponding departments have been contacted to review the customer feedback provided. You will be contacted within the next 3 days, on or before July 5, 2019 upon completion of our investigations.

If you should have any further questions or require additional information, please do not hesitate to contact us.

Best regards,

Bettina Zimmerer | Post Travel Manager
Royalton Luxury Resorts
Hideaway at Royalton Luxury Resorts
Royalton Suites Cancun
Email: customersupportrrc@royaltonresorts.com
Address: Carretera Federal 307 Cancun Tulum,
No. Mza 03 Lt Int. No.Km 332+150
Tel: (52) 998-283-3939 | Ext: 13017

Este mensaje electrónico en todo su contenido y sus anexos, son de uso confidencial y destinado únicamente al uso de la(s) persona(s) designada(s) como destinatario(s). Si ha recibido este mensaje por error, sírvase de re-enviarlo a su remitente y destruirlo. Toda difusión, o comunicación, parcial o completa de este mensaje o parte de su contenido, queda completamente prohibida sin la previa autorización de su emisor//This email and any attachments and the information contained (herein the message) are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.
P Please consider the environment before printing this email

De: Ralph
Enviado el: sábado, 29 de junio de 2019 05:52 a. m.
Para: Pilar del Peral Gonzalez
Asunto: Re: follow the email room 4202

Good day Senior del Peral,
We have read your reply and brought this to the attention of a lawyer.
We do understand that you have taken action pertaining to the employee, and have extended your regrets toward us.
But regrettably, I will not be able to afford a 5star hotel again, this was a one time occasion, and has been ruined by a discriminatory and hateful comment. This was once in a life time dream, spoiled my dream, and has left us both with mental and emotional scars.

After speaking to my lawyer and as this situation is against the law, he suggest that we come to some kink of financial agreement between us, if not, we will be contacting Sunwing vacations and asking for legal action in court against Royalton and Sunwing vacations.

We sincerely hope this can be resolved between us and not have the situation escalate to legal sanction.
Awaiting for a prompt reply on your part

Ralph Bosse
Jean-Philippe Pelletier
Montreal Canada
de mon iPad

Le 26 juin 2019 à 18:02, Pilar del Peral Gonzalez a écrit :
Dear Mr. Ralph Bosse

Firsts all I would like to offer my apologies for this Incident, In Royalton, we are committed to providing the Best Service & hearing this incident it just makes me think how much we fail on your stay & the way we make you feel.

I was notified that the Management from food & Beverage He did take actions to make this mistake was nos repeat ever the person that you mentioned he doesn't belong to the Hotel & he not provide the Service anymore. I now mentioned this I will not erase the bad taste that this incident makes on your Vacations.

However, it will be a pleasure for me & my manager if you give us a second chance to change this expectation If you decide to come back in the Future we can Honor a Free Room Upgrade or see the Best option to make a perfect stay for you & you love ones.

I reminded at your Service an thank you for sharing this information so we can take actions to make someone else experience to enjoy it.

Have a great Day!

Pilar del Peral Gonzalez | Diamond Club Manager
Royalton Luxury Resorts
Hideaway at Royalton Luxury Resorts
Email: diamondclubcun@royaltonresorts.com
Address: Carretera Federal 307 Cancun Tulum,
No. Mza 03 Lt Int. No.Km 332+150
Tel: (52) 998-283-3939 | Ext: 13035

Este mensaje electrónico en todo su contenido y sus anexos, son de uso confidencial y destinado únicamente al uso de la(s) persona(s) designada(s) como destinatario(s). Si ha recibido este mensaje por error, sírvase de re-enviarlo a su remitente y destruirlo. Toda difusión, o comunicación, parcial o completa de este mensaje o parte de su contenido, queda completamente prohibida sin la previa autorización de su emisor//This email and any attachments and the information contained (herein the message) are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.
P Please consider the environment before printing this email

De: Ralph
Enviado: lunes, 24 de junio de 2019 07:23 a. m.
Para: Diamond Club Office
Asunto: Re: follow the email room 4202

Good day señor Del Peral,
Sadly this email is not one for the books as I was asked to relate the offensive vulgar encounter with one of the waiters at the Caribbean restaurant today june 21st around 1pm.
As we had seen that the Carribean restaurant was open at lunch we decide to treat ourselve one last time to the fantastic shrimps with coconut that we enjoyed twice rather than once.
Arriving at the restaurant, as mentioned around 1pm, we requested a table for 2 inside as we wanted to take advantage of the air conditioning. I gave my room number as well as my family name in Spanish as I have a fairly good understanding of the language.
Mentioned there where no alergies and where directed to the table directly to the right of the reception desk.
We were asked for our beverage order and order two mineral water.
As we looked at the menu we were sad to notice that no shrimps were serve at lunch but asked if we could still have some but our request was denied as prep work for evening items was not ready and was a different chef.
We had still decided to have our lunch and enjoy the beach view.
I ordered 2 plates of calmars and a césar salad and my partner ordered a plate of wings and a chicken and fries plate, he ate but 3 as even him found them to be to spicy.
Shortly there after he wanted an extra of guacamole and called the waiter : permiso ... the waiter held up both hands as to say ( pare) he came and we requested the extra with a please and thank you upon delivery.
As we where about to leave wad no smaller bill than a 200 peso bill and decide...well for once we wont leave a tip, as we did during or whole vacation.
We stood up and the waiter approached the table as we where stepping out and clearly we heard him say some vulgarity calling us ( maricon) along with some other words.
As we walk away i asked my partner did you hear that?he replied yes... and thought myself we should just brush it off... but the further away we walk the more and more i got upset.
Then i got nervous and anxious to the point i had to go to my room and try to relax, witch did not work. Thus i decided to bring this to the attention of the Diamond Club. This ordeal has ruined my last day leaving me and my partner with a very poor opinion of the Royalton and our whole vacation.
Not saying the whole staff is the same but none the less, one bad apple ruines the basket. We have save our money to come to a five star hotel once in our live. Ive spent a month of salary and a short of week worth for tips all this to have it ruined upon our very last day.
We have received excuses from Diamond club, our butler and his superior as well as manager of the restaurant this evening. But the répercutions will last a long time as we go back to our jobs and speak to our co worker friend and family about this as well as our self worth being offended and hurt for quite some time. Tonight we have got to sleep, but im sure the words pronounced will bounce around our head and will make our last night here an uneasy rest.
We sincerely hope that this will never happen again to another guest, NO ONE should endure this type of treatment.
Respectfully,

Ralph Bosse
Jean-Philippe Pelletier
Montreal Canada

de mon iPad

Ralph Bosse
de mon iPad

Le 24 juin 2019 à 08:15, Diamond Club Office a écrit :
hello Mr. Ralp,

This is Diamond Club Lounge

Paul Alvarez| Diamond Club Royalton
Royalton Luxury Resorts
Hideaway at Royalton Luxury Resorts
Email:
Address: Carretera Federal 307 Cancun Tulum,
No. Mza 03 Lt Int. No.Km 332+150
Tel: (52) 998-283-3939 | Ext:

Este mensaje electrónico en todo su contenido y sus anexos, son de uso confidencial y destinado únicamente al uso de la(s) persona(s) designada(s) como destinatario(s). Si ha recibido este mensaje por error, sírvase de re-enviarlo a su remitente y destruirlo. Toda difusión, o comunicación, parcial o completa de este mensaje o parte de su contenido, queda completamente prohibida sin la previa autorización de su emisor//This email and any attachments and the information contained (herein the message) are confidential and intended solely for the use of the addressee(s) if you have received this message in error please send it back to the sender and delete it. Unauthorized publication, use, dissemination or disclosure, either whole or partial, of this message is strictly prohibited.
P Please consider the environment before printing this email

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NOTICE OF CONFIDENTIALITY: This material is intended for the use of the individual to whom it is addressed and may contain information that is privileged, proprietary, confidential and exempt from disclosure. If you are not the intended recipient or the person responsible for delivering the material to the intended recipient, you are notified that dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please contact the sender immediately and destroy this message accordingly.

AVIS DE CONFIDENTIALITÉ: Ce matériel est destiné à l'usage de l'individu à qui il est adressé et peut contenir des informations secrètes, exclusives, confidentielles et exempt de divulgation. Si vous n'êtes pas le destinataire ou la personne responsable de transmettre le matériel au destinataire prévu, sachez que toute diffusion, copie ou distribution de ces informations sont strictement interdites. Si ce message vous a été transmis par erreur, veuillez contacter l'expéditeur immédiatement et détruire ce message en conséquence.

NOTICE OF CONFIDENTIALITY: This material is intended for the use of the individual to whom it is addressed and may contain information that is privileged, proprietary, confidential and exempt from disclosure. If you are not the intended recipient or the person responsible for delivering the material to the intended recipient, you are notified that dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please contact the sender immediately and destroy this message accordingly.

AVIS DE CONFIDENTIALITÉ: Ce matériel est destiné à l'usage de l'individu à qui il est adressé et peut contenir des informations secrètes, exclusives, confidentielles et exempt de divulgation. Si vous n'êtes pas le destinataire ou la personne responsable de transmettre le matériel au destinataire prévu, sachez que toute diffusion, copie ou distribution de ces informations sont strictement interdites. Si ce message vous a été transmis par erreur, veuillez contacter l'expéditeur immédiatement et détruire ce message en conséquence.