First night the sheet was stained requested for them to change after 5 hours calling numerous times and going downstairs got sheet from the mantiance guy the manager no duty actually all was at front desk no help at all then next day they took towel in morning. I went out and and was no towels in afternoon another day the cleaning person left there products and my wet towels I went Front desk to give them and get towels they told me no towels u get in the morning no customer service. I have stayed in hostel that was better than this places. Also money and my watch was stolen the room is horrible the pillow has been used for years and towels aswell. Also no shuttle service the upside is the spa is awesome they are separate but at same property the hotel need to learn service skills from them. Don't stay at this place
I liked the look and location of the property. It has a nice Mayan vibe to it and there is a feeling of space. I liked my room. The beds were comfortable and the air conditioner worked okay although it was pretty old. My main complaint about the property is a non-functioning elevator. Going up and down two flights of stairs was pretty tedious on a person with sore knees. Also there is no Wi-Fi in the rooms, only in the lobby area which was very inconvenient as well. Compounding this was the fact that the TV in my room did not work. Upon checking in I went down to the lobby and told the man behind the desk and he said he would send somebody up soon. They never came that day or the next day. I can live without Wi-Fi in the room if the TV is working but it wasn't. I would stay here again but only if they fix the elevator.
This hotel has a very beautiful architectural structure. However, the outside beauty does compensate for the sheer rudeness of the young lady receptionist (there was only one) at the desk. I was quoted a price ($17,000) by her manager via email when I reserved the room and when I got to the hotel she told me that it was an error and proceeded to make me pay the new price of ($17,100). When I told her that I only had the old price in Mexican Pesos and that since that was the price quoted to me that is what I should be paying. I also asked to speak with her supervisor. Of course, he wasn’t there!!! After giving her more than $1000 in USD for the six rooms I reserved, she told me that she wasn’t going to give me the 6 rooms if I didn’t give her the $100 pesos of the new price. She got out her calculator and asked me if I knew how to use the calculator so that I could see that her boss made a mistake. (That was about to get her neck wrung from over the counter!!!) When we first arrived, I asked her what the exchange rate was from USD and she told me $17 pesos. So then I calculated how much the 100 pesos would be in USD to give it to her. It was about $5 USD. I gave her the five dollars and she told me it still wasn’t enough. I said, “you said that the exchange rate was $17 pesos.” She said no, we exchange at 16 pesos. I gave one of my student’s money to go to a casa de cambio and get me more pesos. She said that because it was far that she would take my $5 dollars and I could just pay the rest of the money tomorrow. I then asked, if I could pay the rest of the money tomorrow, why couldn’t I pay the 100 pesos tomorrow after speaking to your boss. One of my students said, I have pesos, how much do you need. I told her we needed 100 more pesos. The receptionist asked me if I could her the 100 pesos in coins instead of a 100 dollar peso. (I started to feel like she was trying to steal the other 100 pesos.) I let her know that I would be speaking to her boss about her behavior.
This same receptionist started to take out keys for all 3rd floor rooms. Her porter began to tell her in Spanish that there were rooms available on the 2nd floor and ask why she was giving us 3rd floor rooms if we had that much luggage with us and the elevator was broken. Then I asked her, “Is your elevator broken?” She ignored me. I asked her again, “Is your elevator broken?” Again, she ignored me. I then said, “I am asking if your elevator is broken because he (porter) is right. Why would you give me rooms on the third floor when we have a party of 11 students with more than 30 pieces of huge luggage. That is a great deal for us to carry up the steps.” She responded, “he will carry your bags upstairs.” I looked at her and said, “why would you make this older gentleman carry all of that upstairs by himself. That is too much for him.” The receptionist says in the nastiest tone, “we reserve the lower level rooms for ancianos (old people) y descapacitados (disabled people) so if there is any of your party that fits the description I’ll give them a different room.” Interestingly enough, all of the parties that were checking in after us had no anciano and no descapacitados; they were all white Europeans (the blonde haired, blue eyed kind). I was given room 321 (I’m sure not by accident). If I had one of her best rooms, why was the plumbing and pipe to the sink broken. We came back to our room with the whole floor flooded with water and our suitcases soaked. I also saw a roach in our room and advised my roommate to make sure all of his stuff was closed as not to have roaches in his stuff.
The next day I talked to the manager, who said he would talk to his boss about the money and the receptionist about her behavior. While he did talk to the receptionist, I don’t think he spoke to his boss at all because there should have been some compensation or discount back (maybe that extra $100 pesos) to me on my room for the broken elevator, the rude behavior, and my bags getting soaked with water. My group had been coming to this hotel for many years on their way to Havana. This will no longer be the case!!!! Why is it okay for a receptionist to be completely rude to your guest, in the same token, completely disregard her own colleague (that older gentlemen), and give me a room with a broken pipe? And with all of that, you find it difficult to refund 100 pesos? This hotel is not worth having my business—especially, if they keep that receptionist. I would find another location that appreciates the business.
Rooms come from an era well past,but are clean and adequate
Air conditioners are noisy
The BEST Swedish massage and steam room(500 pesos)
Best cafe in Cancun is over road(100% Natural)
Slowest lifts in town
Hallways were dark. Auto lights came on when walking down the hall but you had to actually be in the dark hall. Room didn't feel clean. Was not comfortable to stay there so I left. Check-in was fine. Just mostly didn't feel safe and clean.