Travis
Will refuse a refund, even if cancelling within policy
On January 30, 2026 I booked a 4 night stay at Desire RM for August, 2026. On May 24, I canceled via telephone and received a cancellation confirmation. On May 24, the customer service representative stated it would take 30-45 days to receive a refund. I spoke with customer service on July 6, 2026 after not receiving the refund yet. The customer service representative stated that the accounting department had "not heard back" from my bank and that they would "send another email." Customer service was otherwise unhelpful and refused to provide a date when the refund was initiated or any proof that the refund was initiated. I've spoken with my bank and they stated that the merchant (Desire, Original Resorts) is able to simply refund the money back to the card used for booking. With that in consideration, I have filed a case with PROFECO, Mexico's consumer protection agency. The resort group is legally obligated to provide to refund yet they have not. Use caution booking this resort or any of the other Original Group resorts (Temptation, Desire RM, Desire Pearl). They will hold your money hostage, even if you canceled well within the cancelation policy.