My friends and I booked the hotel 9 months before we planned to travel through Bookings.Com. On the day of check in we travelled from Cancun to Tulum by taxi. The hotel was very hard to find and even our local driver had problems finding the location. We then called the hotel for the driver to get directions. Only for the hotel to hang up on us. Then as we were driving trying to find the location we received an SMS from the hotel stating that our booking had been cancelled and they were fully booked!
We had not received any prior notification that the booking had been canceled.
We of course called the hotel again to be informed that our booking had been canceled and that they had not had dealings with bookings.com for several months
We were then stranded in Tulum with no accomodation on the day we were supposed to check in.
Only then did I check my email and O Tulum had only emailed at 11am of the morning we were checking in to say they did not have room and that the booking was canceled
They had months to contact us and instead only informed us on the morning of check in
This is supposed to be a 5* property and this is the result which is absolutely appalling More
- Free Parking
- Breakfast included