This was all during a week of 102-105 degree heat. Stellar customer service from the time we pulled into valet area to when we left, a week later. We are deeply disappointed that the hotel turned a blind eye on the wrong doing of their staff.… Jewelry that I had inherited from my late mother-in-law when she passed. The jewelry was valued at about $3,500 to $4,000 dollars.

It's hard to believe that one of these jerks stole my jewelry and the hotel did nothing. Ridiculous! It's hard to believe that they were not able to locate anyone responsible for the theft of my jewelry! The day we checked out, I saw the hotel hospitality crew, saw their faces, saw the hotel security guys on duty, saw their faces. The report, according to him couldn't be filed over the phone and only could be done in person. They stated no one turned in the jewelry and that we needed to come in and file a report. She then referred us to the security office again. More days later, we finally spoke with another hotel desk manager who said she checked the room and there was nothing in the safe. We spoke with the boss there who said they would get back to us. After more calls and messages left, over the course of days, we were referred to the security office. After numerous calls and messages left, we finally spoke with a hotel desk manager. The person we spoke with stated that he would locate the jewelry and call to give us an update. Unfortunately, we trusted the hotel to believe that we didn't have anything to worry about. We were now two hours away from the hotel and had funeral arrangements that took presidence. We called the hotel two hours after checking out to inform them that I had forgotten my jewelry in the safe in the room. !!! HOTEL STAFF - NOT HONEST AT ALL!!! Do not take anything of value to this hotel. My family and I stayed for a week at this hotel casino before attending my mother-in-law's funeral. I know kinda lengthy, but worth the read. Planet Hollywood Cancun, An Autograph Collection All-Inclusive Resort.Sanctuary at Grand Memories Santa Maria.

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