YouTuber Ryan Walker has shared a distressing account of his experience attempting to enter Amanvari, a luxurious new resort located in Los Cabos, Mexico. Despite having a reservation confirmation, Walker claims he was denied entry, faced threats of police involvement, and received menacing online messages after his experience.
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Walker, a luxury hotel reviewer with over 150,000 subscribers on YouTube, had high expectations for his stay at the newly opened property, which charges approximately $5,000 per night. He has previously enjoyed stays at several Aman properties, including those in Greece, Bangkok, and Tokyo. His anticipation, however, quickly turned into frustration upon arrival.
In a video recorded on August 4, Walker detailed the difficulties he faced at Amanvari. After enduring a long journey through a “barren” desert landscape with his videographer and a driver, the welcoming atmosphere he had hoped for was nowhere to be found. Upon arriving at the resort, he was informed that his reservation was not valid.
Despite producing his reservation confirmation email, along with prior communications with a reservation supervisor, Walker claims security personnel repeatedly refused to allow him entry. His attempts to escalate the matter by requesting to speak with a manager were met with continued resistance, culminating in security suggesting they would contact the police.
In the nearly 11-minute YouTube video, which has since gained nearly 750,000 views, Walker stated, “Everything you saw in the video is exactly how it played out.” He emphasised the authenticity of the encounter, revealing that the security personnel insisted upon calling the police on multiple occasions.
After departing the resort, Walker reportedly checked his emails and discovered a message from Amanvari sent just the previous night. The correspondence explained that due to the resort’s recent opening, they had opted to limit arrivals, which regrettably included his reservation. Walker pointed out that the resort’s website still displayed availability for bookings, further complicating the matter.
Following the publication of his video, Walker claimed to receive a number of threats online. This prompted him to cancel an alternative booking at a nearby property and quickly arrange his return trip home. In a subsequent YouTube livestream held on August 8, he disclosed that although Aman had offered to refund his stay and cover his travel costs, there had been no apology forthcoming from either the resort or the hospitality brand.
Despite the unfortunate incident, Walker expressed his admiration for the Aman brand. He commended its ability to elevate hospitality standards globally, attributing his belief in the quality of the brand to his past experiences. “I think Amanvari acted in a way that was not representative of the brand as a whole,” he stated, advocating for a response rooted in empathy and understanding from the company.
Walker voiced a desire for dialogue with Aman, asserting that he anticipated a more dignified response to the situation. “I am surprised that none of those things have been true so far,” he added, prompting further curiosity about the company’s handling of the incident.
As Walker’s experience continues to draw attention, PEOPLE magazine has reached out to Aman and their public relations representatives for further comments regarding the situation. As the story evolves, it remains to be seen how Aman will address this matter and the implications it holds for their brand reputation.
With his report sparking conversations about customer service in luxury hospitality, Walker’s experience underscores the critical importance of clear communication and the impact it can have on guest experiences, particularly in a high-end sector where expectations are elevated.