Río Secreto

Great experience, staff are ready to serve you. Highly recommend!

My stay at Garza Blanca Cancun was unfortunately very disappointing, despite the resort itself being beautiful. One of the biggest issues was how pushy employees were about selling spa packages and promoting timeshare-related services. It became frustrating trying to simply enjoy breakfast, the pool, and the amenities without constantly being approached. The most upsetting experience involved a member of the security staff on the rooftop. My friend and I are two adults. She went to the restroom, and when I could not find her afterward, I checked our room and the lobby before returning to the rooftop. The security employee I encountered was extremely rude, disrespectful, and judgmental about the situation instead of simply assisting me. I made a formal complaint to management because I felt the way I was spoken to was completely inappropriate. I wasn’t asking for compensation or anything excessive—I simply wanted an apology. Instead, the manager on duty told me he could not make an employee apologize if the employee did not feel it was necessary. My complaint ultimately went nowhere. For a resort that presents itself as a luxury, all-inclusive experience, I expected much better customer service. The property is beautiful, but the aggressive sales tactics and the way my complaint was handled seriously affected my overall experience.