La Isla Paradise Experience — Attraction in Cancún

AMERICANS Beware before you decide to travel here during your trip in Cancun... today I had a really worrisome experience. I am in disbelief at how racist the staff were and how unwilling they were to help tourist. I have never ever ever been treated so disrespectfully. Specifically Regina ...... I was there today and my cellular service was not working to call for an uber. No one was at your taxi stand and I asked the young woman at the concierge desk for help. At first I asked if there was public wifi to call for a ride. She said no. I asked her if she could tell me the distance to my hotel Hyatt so I could judge if I could walk in the sweltering heat. I have several medical conditions and she said no. So I asked her to call security. I asked security to call my hotel so they could send a taxi to me and as he was pulling out his phone to let me use it she told him no. I was in disbelief. I lost it and called her terrible names but in my defense she took away the help another person was willing to offer me. I couldn't understand why she was being so cruel. Imagine 100 degree weather and needing a ride and someone taking away your lifeline to it. Clearly this young woman has no value of tourism and the life style it brings to your area. In my country when people are traveling and they speak Spanish and need help even though my skills are limited I help them. She is a horrible human being and she does not belong in the role you have her working in. Put her in a role where people who need help wont have to depend on her. She refused to call a manager and refused to call security. If my phone was working I would have called you all myself or ordered my own ride. I am in disbelief at the way I was treated. I would never treat another human this way. The mall itself was really pretty. It has very nice stores. The support for tourist is terrible and there is no support from concierge, security or leadership on site nor when I returned to my hotel and I called the main number. The website indicates they close at 7pm daily but when I called the main number no one picked up. I literally had to walk up to random cars in the Taxi drop off area that were not taxis to ask if one was an uber. Neither were but one mexican national heard my story and was kind enough to drive me to my hotel. Im lucky as a Texan I have some spanish skills. If you have none do not come here. I was also lucky nothing unsafe happened to me. Beware before you come here or have a ride back planned. If you dont your likely safer not coming until...

There were rude people all over the place, including people who worked at some of the stores. While we were shopping at Bershka, I watched as a worker there looked straight at my wife and then walked right in front of my wife, squeezing herself between the rack my wife was shopping on and my wife. She was completely rude, and did that on purpose with no intent to apologize. Also, while we were just walking around, we were constantly being given looks by random people who just seemed to have a dislike for us (maybe as Americans, I don’t know), and there were guards in some stores who watched us as if we were the absolute worst people on earth. In addition, there were some workers who would look after everything we touched as if they suspected us of something just by touching a pair of shorts that were hanging up on a wall rack at American Eagle. Then the lady working at Victoria’s Secret followed my wife around the store the entire time my wife was in there, FaceTiming with my daughter to shop for her. I watched that happen too as I sat in the only chair in there and waited. She was prepared to spend plenty of money in that store but left because the woman was annoying her so much. It was crazy behavior for sure!

Some places don’t have air conditioning, or they have very little air conditioning which makes it miserable to shop in those places.

The directories were confusing. There were no “You Are Here” points on the directory maps, so it was up to you to figure out where you were and which direction you needed to go. We had a hard time finding the crossing from one side of the mall to the other due to this reason and the language barrier.

Escalators were down.

You will still be bombarded by the people looking to sell you various things at the kiosks.

Prices there were reasonable but just know that some things are on sale there that you can get for the same (regular) price in the USA.

There was a wide selection of high end clothing and plenty of...

Subject: Urgent Complaint – False Accusation and Forced Payment at Zara La Isla, Cancun

Dear La Isla,

I am writing to express my strong disappointment regarding a very distressing incident at your Zara store in La Isla, Cancun (Mexico) on Tuesday, June 3rd, 2025.

On that day, I was wearing a white Zara skirt (photo attached) that I had previously purchased on May 22nd, 2025 for 949 pesos. While trying on new items in the fitting room, I noticed that the price tag was still on the skirt, so I removed it and left it inside.

After paying for the new items, I was approached by five security staff who accused me of stealing the skirt I was wearing. I explained that I had already purchased it, and asked them to check the security footage—but they refused to listen or investigate. Instead, they threatened to call the police and demanded that I pay again. Feeling scared, overwhelmed, and unable to defend myself properly due to the language barrier, I paid for the same item twice—something I now deeply regret. I am attaching a photo of the skirt to show the item I was wearing. Although I no longer have the receipt, I kindly ask you to check camera The date I bought the skirt was May 22nd and the date I came shopping with the skirt was June 3rd. I request the following: • A full refund of the second payment, • A formal apology for the aggressive and unfair treatment I received, • Assurance that your team at Zara La Isla will be properly trained in handling such situations with respect and investigation.

I hope you take this matter seriously and restore my trust Also, these are some of the other items I purchased on the same day I bought that skirt. Please check. I’ve never experienced anything this upsetting in my life After this incident, I wanted to go to the police and explain the situation myself, but this is a foreign country and I don’t speak the language. I was afraid of being treated the same way your Zara...