Sell Off Vacations review: Sell off vacation / El Tukan Hotel Playa del Carmen

Good Evening,

I would like to file a complaint with sell off vacations in regards to what is the worst experience I have ever had planning a vacation. This trip was booked online where it said ALL INCLUSIVE once ready to give credit card information the package switched to European plan once the money was taken from my credit card. I called immediately to have this reversed and was told I had to pay an additional 100$ cancellation insurance to switch the package. I went into to the sell off location in London Ontario to have this switched to all inclusive and as the agent went to switch the booking the same thing happened and she said oh sorry it is now saying European plan. There was no other deals in our price value on 3 thousand dollars for Mexico so we kept out trip and hoped for the best. We have just arrived to our hotel and it has been an absolute nightmare. The room smells of sewage, tiles are chipped and shower it absolutely disgusting. The hot tub advertised is cold water, and the rooms had no towels, when I asked front desk to send bath towels they sent up two hand towels. Also upon arrival it was raining and a transformer exploded and nearly electrocuted my husband and myself with sparks flying everywhere. It was the most terrifying thing I have ever experienced and my ears are still ringing from the explosion. We paid 3 grand for this and I can not even believe sell off vacations would even consider advertising this low budget motel at that price, it's so disappointing. We have used sell off for all our vacations in the past and I just can't believe this has happened. I would like to be accommodated for this or have my hotel switched If possible.

Merrissa Charkot

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