Pre Holiday Changes in prices from information booklets: During the planning of the wedding, we were referred to a company called Dezibel by the hotel. Dezibel sent us a brochure of their products with their prices. When we asked for an invoice for items for the wedding, they were substantially different from the prices in their brochure. It is incredibly disappointing that this is something which the hotel both advises and backs. Upgrading our luggage: When we came to check in the day before the holiday, the option to upgrade our luggage allowance had been removed. After speaking to a customer advisor in the TUI shop, they told me that this option gets removed 24 hours before take-off, something which we did not get told when booking the holiday, meaning some of our guests had to pay the extortionate prices at the airport for extra luggage. However, the information provided by the customer advisor in the TUI shop was not correct because some of our guests were able to add the extra luggage the night before the flight. When they informed us that they were able to add the luggage, we attempted to add extra luggage prior to checking in but the app would not allow us, this was a fault with the app as it was allowing some people to add the luggage but not others. In-flight entertainment: During both the outbound and the inbound flight I was sat in the exact same seat, I paid for this seat when I made the original booking. On the way out to Mexico the screen was not working, the flight attendants were made aware of this numerous times but could only tell me they had reset it. On the inbound flight back to Newcastle, the screen was still not working, nor was the charging port attached to the screen, again no solution other than one attempt to reset the screen. No offer of another seat was given on either occasion. During the holiday Accommodation Concerns: The room I was assigned was not up to the standards I expected. The air conditioning didn’t work correctly in the first room and the door couldn’t be securely locked, as well as plugs and switches hanging off the walls. The second room we were moved into, the air-conditioning again did not work. We were finally, after 2 days, moved into a room where the basic functions worked. This meant that the first 2 days of our holiday were trying to get a room with the basic functions we had paid for. Being moved from the pool area: On one of the days, both myself and my 28 guests were told we had to move from the pool area within 1 hour due to a sunset dinner happening for premium members. However, 5 minutes later the staff came and moved us on. This is completely unacceptable as we had all paid a lot of money to be able to use the resort as any other paying customer. Some of our group were not present at the time of moving so other people had to move their stuff. Inadequate Customer Service: The resort management team displayed a disinterested and unhelpful attitude throughout my stay. Requests for assistance were often met with delays and unprofessional behaviour, with no willingness to come to a helpful solution. This negatively impacted my experience and left me feeling unwelcome and unvalued as a customer. Changes in invoice prices and deposit amount: On paying the final amount of the wedding, I realised that the deposit of 10,000 Mexican Pesos we had already paid had been changed to 9,331. On questioning, we were told that this was due to the exchange rate. No other prices changed on the invoice. This increased the remaining balance we needed to pay for the wedding and frustratingly we had to pay this for the wedding to go ahead. Something we had previously paid for, had now been changed and a further payment of the same payment had to be made. We were at no point in any communications made aware that this could be done. When we questioned the wedding planner, she said this was sent by the hotel's finance team and she acknowledged that we had never been made aware that the price could change on the invoice. This is something which I might potentially look further into. On the wedding day Upgraded room was just the same as our room: Due to being moved rooms 2 times on the first 2 days of our holiday, the hotel offered us an upgraded room to get ready in on the wedding day. I got a message from the TUI wedding coordinator on the app saying I should go to reception the day before. When I got to reception, they told me I had to go back at 09:00 the next morning. On speaking to reception, they would not tell me any details of the room, which created extra stress as both the wedding coordinator and the photographer needed to know these details. Another member of staff at reception told me it was the Presidential Suite. When I spoke to reception again that afternoon and they claimed they had no record of us getting an additional room on the wedding day (even though I had the conversation with them that morning). I went back to reception and spoke to a supervisor, they told me I would be given a normal room, the same as the one we already had and it would be from 09:00 in the morning until 11:00. Which was completely unacceptable. After complaining to both the hotel and the TUI wedding rep, they agreed to give us the room until 16:00 and then for the night. The lack of communication and the poor service from the reception staff left me feeling extremely stressed on my wedding day. In the end, I declined the room as it would cause more of an inconvenience having to move everything we needed for the wedding 3 blocks away, for what was the exact same room we already had. A complete insult and nothing in terms of compensation. Inadequate location set up: I arrived at the wedding location 30 minutes prior to the allocated time to ensure everything was set up. However, I was incredibly disappointed in how the set-up was being carried out and how the location looked. I was met with what was ½ a wedding venue and ½ a wedding reception. The tables for the evening reception were ½ set up in the rear. The BBQ for the food was set up down the side of the seats where the guests were meant to be sat, and where the bride was meant to walk down the side of, leaving a tiny amount of space. I was incredibly disappointed with how it was set up for what was meant to be our perfect day. As a result of this, myself and the groomsmen had to assist in the set up the venue, please see details below. The groomsmen had to reset the venue up: As a result of the horrendous set-up and not many staff around, both the groomsmen and I had to help move the tables. We needed to re-align all the chairs and finish off the set-up. We also had to finish putting the favours on all of the seats as this had not been done. This should have been completed prior to my arrival, if we had not done this, the wedding would not have been set up in time for the bride arriving and would have completely ruined the wedding. The wedding was late in starting: Due to the photographer running slightly late (due to the weather) and the set-up being all wrong, the wedding started later than planned. Which led to the next problem. Canapés were not served: After the wedding ceremony we had 30 minutes of toast and canapés. The prosecco was served with the canapés left on the side. We had to move down to the beach for photos. During this time guests asked if it was possible to have the canapés, which they were told they were not allowed because it was outside of the time for them (16:30-17:00). The canapés for 30 people were completely untouched and not offered at any point, then were removed during the upgraded drinks hour. Cocktail hour was slow: We paid an additional charge to upgrade to a cocktail hour so guests could get drinks whilst we were getting photographs and waiting for the reception to begin. During this cocktail hour, guests of the wedding were not allowed to go to the bar to get a drink as the reception was being set up, we were not told this would be the case when we paid for the additional hour. The waiter was taking orders in 2’s or 3’s, taking a long time for guests to get a drink, some guests got drinks they did not order or want. Within the hour, most guests only got 1 drink. Some guests, including myself and the bride, did not even get one drink due to the service being so slow. Breach of contract: When we arrived we signed a contract to say we did not give consent to the hotel using our photos on any of their social media platforms. In the month after the wedding, our photos were posted on the grand Sirenis' social Instagram. After admitting the hotel was in the wrong they offered to take the photos down. It is clear that this hotel does not follow any standard law or value the customers. They have shown no remorse for their poor practices and shocking customer care. Please do not fall into the same trap.…