My husband and I booked a 10 night stay in a swim out room at Hyatt Zilara in Cancun. We arrived on Sat evening Nov. 11th and when we woke up the next morning we found that we had a large puddle in the lower level room. Water was coming from inside the wall and out from under the baseboard. It started on the floor at the bottom of the steps and extended about six feet in length and two feet in width (you couldn't see the water on the glossy white tile). Mark and I immediately notified the front desk of our situation. The maintenance supervisor came, worked on the leak for an hour and then gave the all clear. The floor was cleaned up and we were told that our room was now safe and the leak was taken care of. We left for a short bit and when we got back in our room I was walking past the end of the bed and slid in a newly made puddle. My left leg slid forward, my right leg backward and I landed on my right knee. It hurt SO much! Again we immediately notified the front desk. I asked for an ice pack. I wanted to elevate my leg, ice it and take some Advil. I was asked if I wanted medical attention to which I said no. I explained that I would rather give it a little bit and see what the elevation and ice could do. The next day a manager asked what could be done to make this right and I replied "take care of the two nights we had already lost. No, was the quick response I got. I was asked if I would like a credit for the spa, I didn't. I work in that environment and am not interested in it on vacation. The next day, Tuesday, the same manager spoke with us and explained that since we weren't into the spa credit that they would offer us 20,000 Hyatt points. The points are collected and go towards free nights. The spa credit covered enough for two 25 min foot massages and the points would have gotten us a night at a comparable hotel. At that time my knee was swollen, bruised and really sore so I said I would like to see the doctor. I was confused when management said they would cover the cost of the doctor visit as a gesture of good faith. I thought that they should pay for it because it was 100% their fault. The doctor did his exam and said I should get an X-ray done asap to make sure that there was not a crack in my knee cap. That's when I was informed that Hyatt Zilara would not be paying for any further medical attention. Nobody bothered to tell me that if I didn't accept medical when first offered it would no longer be available to me unless I paid for it. We finally got a meeting with the hotel manager. He acknowledged that Hyatt Zilara was 100% at fault and that he wanted to make things right. He referred to the original two nights free that we had asked for and offered us an additional night back. This was the fourth day of our vacation and it had been horrible so far. Each day we were having to deal with the situation and we had become limited to what we could do because of my injury. This incident changed our vacation plans in a very negative way. My reply was to split the difference. We pay for 5 nights and Hyatt Zilara reimburse us for 5 nights. We really didn't want anything that we hadn't already lost due to Hyatt Zilara's negligence. It seemed as though we agreed on that. Then there was Thursday afternoon. The hotel manager informed us that the board didn't agree with our resolution. They were only going to offer us two nights stay at a future date with a free upgrade if we wanted to stay longer. Please help us. Big corporate is railroading us. What do we do now? Should we try and get all of the money that our vacation cost us?