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I had the exact same experience just 10 days ago at the Grand Mayan Playa del Carmen. We were promised tours for free and a free week stay (they will email me...yeah that will happen). The salesperson Laureen was awful and was angry and insulting. To quote them We would like to be given the opportunity to investigate this further as this does not reflect the way we threat our guests. If you received such treatment from members of our staff, we would like to be able to report it and take the necessary actions to prevent this from happening again. It really does say threat our guests! How true.