We purchased a Palace Elite membership at Moon Palace Cancun based on specific representations that the Imperial Week benefit could be used by our family of five, with an addendum presented as addressing the two-adult limitation.After purchase, the benefit has been applied in a way that does not provide a room suitable for five occupants, instead requiring additional fees in a room designed for four. This differs from how the benefit was presented during the sales process.We made extensive efforts to resolve this through reservations, legal correspondence, and executive escalation. The matter was ultimately declared “final” without addressing the core issue raised.Since then, we have continued to be directed back to the same initial contact channels, resulting in a repeated cycle without substantive response or resolution.Formal complaints have been submitted, and the lack of engagement at this stage is notable.
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