TAMPA, Fla. — A Tampa family was detained in a hotel in Mexico after a billing error and were forced to pay to leave, they said.
Dan and Diana Zweifel say they had a great spring break at Hard Rock Cancun with their kids and another family.
“It was great. We had a good time. We stayed at the resort, that’s what we wanted,” Diana said.
The two families ordered an excursion package for around $1,200, but decided to cancel it before arriving in Mexico.
Told it was fixed but when they tried to check that charge was back. And the Zweifels say the person who identified themselves as the manager said they couldn’t leave until they paid the bill.
“That’s about when it started to get pretty nasty,” Dan said.
Diana speaks Spanish and says it was made clear they weren’t allowed to leave.
“I mean ‘secure exits’ was the literal translation. Sure enough, as soon as I saw this, I turned around and saw every exit covered by an unarmed security guard. But nevertheless, someone was there,” Diana said.
Their bags were removed from the airport shuttle and they say the manager threatened to call the police.
“I was like, ‘Wow, we’re being held. We’re being held in this hotel. It looked like they were going to forcefully arrest us,'” Dan said.
The shaken families decided to give in, pay and deal with it later. They were finally reimbursed when they returned home. But they still want answers as to why it happened in the first place.
“You never want to feel like you’re going to be held somewhere. I would like to know that someone was wrong and they recognize that it was wrong, ”said Dan.
But after contacting the Hard Rock this week, they finally responded. A spokesperson said they are concerned about what happened and are reviewing the incident at a company level to ensure something like this doesn’t happen again.
Dan also received a call and said a representative from Hard Rock Cancun had apologized and said those involved were held accountable.
Hard Rock Cancun is a Hard Rock franchise owned by RCD Hotels.