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Reviews of Hotel el Moro

2.5 out of 5
Hotel el Moro
Av. Javier Rojo Gomez, SM 2, M. 5, L. 17, Puerto Morelos, QROO

Reviews

8.4

Very good

Rating 10 - Excellent. 73 out of 182 reviews" "
Rating 8 - Good. 79 out of 182 reviews" "
Rating 6 - Okay. 18 out of 182 reviews" "
Rating 4 - Poor. 5 out of 182 reviews" "
Rating 2 - Terrible. 7 out of 182 reviews" "

8.8/10

Cleanliness

8.6/10

Staff & service

8.0/10

Amenities

8.0/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

10/10 Excellent

Helen

Travelled with partner
Liked: Cleanliness, staff & service
Sweet, comfortable, convenient, modest hotel close to the main square. This location makes it a little noisy since there are a lot of bars and restaurants nearby. It’s a great value for the money if you are not looking for luxury. Staff are friendly and helpful. Eggs, toast and fruit for breakfast. We felt very safe.
Stayed 1 night in Mar 2024

8/10 Good

Michael

Travelled with partner
Liked: Staff & service
Great for a short stay. Close to the beach. Nice breakfast. Helpful staff. Basic amenities. Stairway tough to maneuver with luggage. Noisy during the day.
Stayed 1 night in Nov 2023

2/10 Terrible

Tian Marie

Stayed 2 nights in Nov 2023

10/10 Excellent

Estefany

Stayed 6 nights in Jun 2023

10/10 Excellent

Dustin

Liked: Cleanliness, staff & service, property conditions & facilities
Great little hotel. Super close to center and very helpful staff!
Stayed 2 nights in Jun 2023
Response from Costumer Service Hotel Casa el Moro on Jul 1, 2023
Dear Dustin, we appreciate you taking the time to provide us with your review. It is a pleasure for us to receive the kind comments from you.

10/10 Excellent

Pamela

Liked: Cleanliness, staff & service, property conditions & facilities
great
Stayed 1 night in Jun 2023
Response from El Moro on Jun 12, 2023
Thanks Pamela.We are happy that you stayed with us

10/10 Excellent

Martha

Liked: Cleanliness, staff & service
Muchas gracias atencion de primera estuvimos muy agusto
Stayed 2 nights in May 2023
Response from Costumer Service Hotel Casa el Moro on May 24, 2023
Estimada Martha agradecemos que se haya tomado el tiempo de compartirnos sus comentarios, nos llena de alegría que su estancia haya sido agradable. Esperamos que nos pueda visitar en una próxima ocasión.

10/10 Excellent

Shaylene

Liked: Staff & service, amenities, property conditions & facilities
Stayed 2 nights in Mar 2023
Response from Costumer Service Hotel Casa el Moro on Apr 21, 2023
Dear Shaylene, we greatly appreciate your rating. It has been a pleasure for us to host your experience in Puerto Morelos. We send you kind regards.

10/10 Excellent

Mark

Stayed 1 night in Mar 2023
Response from Costumer Service Hotel Casa el Moro on Apr 10, 2023
Dear Mark, we appreciate the rating you have given us, we are glad that you completed your stay with us satisfactorily. Thank you for sharing your experience in Puerto Morelos with us. It will be a pleasure to have your visit on a next occasion.

10/10 Excellent

Kara L

Stayed 1 night in Mar 2023
Response from Hotel Casa el Moro Customer Service on Mar 14, 2023
Dear Kara, we appreciate you taking the time to give us a rating. It fills us with joy to know how satisfactory your stay with us was. We hope you visit us next time, best regards.

10/10 Excellent

Stephanie Ann

Travelled with group
Liked: Staff & service, amenities, property conditions & facilities
Charming hotel you knew you were in Mexico. Not for people expecting modern and new. I would not hesitate to stay again. Staff beyond friendly and helpful
Stayed 3 nights in Mar 2023
Response from El Moro on Mar 13, 2023
We appreciate your preference! We are glad that you had a very pleasant experience

10/10 Excellent

Ernesto

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Goo stay
Stayed 2 nights in Mar 2023
Response from Moro on Mar 10, 2023
Agradecemos su preferencia.

10/10 Excellent

Ivan

Stayed 1 night in Mar 2023
Response from Moro on Mar 7, 2023
Gracias por su referencia

10/10 Excellent

Janice

Stayed 3 nights in Feb 2023
Response from Moro on Mar 4, 2023
Muchas gracias por su preferencia

10/10 Excellent

Barry

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Great hotel..old mexico ..charm location is perfect ..near the beach and may places to eat!!
Stayed 1 night in Jan 2023
Response from Hotel Casa el Moro Customer Service on Feb 6, 2023
Dear Barry. We are very happy that you enjoyed your stay, your comments make us continue providing an excellent service that we hope day by day can be better. Thanks for visiting us

10/10 Excellent

Thomas, Bellingham

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
a
Stayed 1 night in Dec 2022
Response from Hotel Casa el Moro Customer Service on Dec 28, 2022
Thank you for your rating, dear Thomas!

10/10 Excellent

Rosalie

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I have this hotel excellent ratings. I would like to mention to readers it is not the Ritz or Hilton by far, due to the age of the property, however, the courteous staff, location and onsite pool cannot be beat on this strip of Javier Rojo Gomez. It is very true to the old days of Puerto, when there was a dirt road leading into the portside from the highway, that was my first visit to Puerto in the 80's. We booked a return trip before we checked out. The staff is very helpful.
Response from Hotel Casa el Moro Customer Service on Jan 10, 2023
Dear RosalieIt fills us with joy to know how satisfactory your stay with us has been and we are pleased that you decide to share your experience with future guests. You are always welcome, it will be a pleasure to have your visit next time.

8/10 Good

Vicki

Stayed 1 night in Nov 2022
Response from Moro on Jun 12, 2023
Estamos felices de que se haya quedado con nosotros

8/10 Good

Daryl

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property was greatonly issue wass noise from drill machine out back accross the road
Response from Hotel Casa el Moro Customer Service on Nov 16, 2022
Dear Daryl, We're sorry you've had this issue with noise, we hope we can do something about it, thank you for helping us improve our service.

8/10 Good

Joseph

Stayed 6 nights in Apr 2022
Response from El Moro on Jun 12, 2023
Agradecemos su preferencia

8/10 Good

Judy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Convenient, clean and friendly
The location is very close to the beach and the town center which made it a bit noisy on a Saturday night during spring break but the bands at the clubs/restaurants stopped around 11:00 pm.
Stayed 1 night in Mar 2022
Response from Hotel Casa el Moro on Apr 4, 2022
Dear Judy, we greatly appreciate your comment and hope to have your visit once again. thank you for your preference, comments like yours help us to improve the experience we provide.

10/10 Excellent

jessie

Stayed 1 night in Mar 2022
Response from Moro on Jun 12, 2023
Muchas gracias por tu preferencia Jessie

8/10 Good

Barna

Liked: Cleanliness, staff & service
Seen better times…
A classical style estate complex with large, comfortable rooms at a very good location. Once the music from two neighboring restaurants were over, 10:30, not bad, we got a pleasant night. A good breakfast, then the day started with the comfort of being close to the center of town. There were several noncritical inconveniences which could have been avoided if the place were better maintained. A stuck window, broken AC, forever-closed safe box etc., the hotel cries for maintenance.
Stayed 1 night in Mar 2022
Response from El Moro on Mar 29, 2022
Dear Barna, we appreciate your preference and trust, we are sorry that you had a bad experience, we hope you will give us a second chance since the comments of our guests allow us to improve our service, we will pay close attention to the aforementioned inconveniences. Thank you again for your preference.

4/10 Poor

Vladimir

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 8 nights in Mar 2022
Response from El moro Sheila on Jun 12, 2023
Esperamos contar con su visita nuevamente

8/10 Good

Susan

Travelled with partner
Liked: Cleanliness, staff & service, amenities
We like that is was small and close to everything. Staff was very friendly
Stayed 5 nights in Feb 2022
Response from El Moro on Mar 25, 2022
We appreciate your preference and trust in us, we are glad you had a pleasant experience with us.

8/10 Good

Christie

Liked: Cleanliness, staff & service
Property was very close to the main square and the staff was very friendly and accommodating. The rooms were clean but dated. The pool area is small but sufficient to cool off.
Stayed 7 nights in Mar 2022
Response from El Moro on Mar 16, 2022
We appreciate your comment and preference, comments help us improve our services, we hope you give us another opportunity to improve your experience

6/10 Okay

Cristi

Travelled with group
Liked: Cleanliness
The clerk named Muncie was consistently rude. The rest of the staff was very good! Our room was quite suitable but they never did bring us promised third towel, mug, and glass although I did pay for 3 people to be there. We believed we were getting breakfast included when we booked the room but it was not included once we got there.
Stayed 5 nights in Mar 2022
Response from El Moro on Mar 15, 2022
Dear Cristi, we appreciate your preference and your trust. We are sorry for the bad experience and we appreciate your comment, it is very important to us as it helps us to improve our service, we hope you will give us a second chance to improve your experience.

8/10 Good

norman

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
clarify pre-payment from Hotels.com
the staff was unsure whether to charge my card onsite, and so they do. later they credited the double payment. if they understand that the Hotels.com transaction is pre-paid, they could work with greater confidence. this has happened at more than one hotel.
Stayed 1 night in Mar 2022
Response from El Moro on Mar 15, 2022
We appreciate your comment and your preference, unfortunately it was the first time this has happened to us, thanks to your comment we will proceed to provide further training to our staff so that it does not happen again! We are sorry for the misunderstanding and again we appreciate your preference.

8/10 Good

ELIZABETH

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Feb 2022
Response from El Moro on Mar 15, 2022
We appreciate your preference and your rating

8/10 Good

Frances

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
There was a sheet cover but no blanket. We realized we were chilly during the middle of the night but found no blankets.
Stayed 2 nights in Feb 2022
Response from El Moro on Feb 18, 2022
Good morning, we have a 24-hour reception. Without any problem we can help you at any time, sorry for the bad experience, we hope to have your visit again and improve your experience with us.

10/10 Excellent

Danyel

Travelled with family, Travelled with family and small children, Travelled with pets
Liked: Cleanliness, staff & service, property conditions & facilities
We really really enjoy this property wish we could have stayed longer.
Stayed 1 night in Jan 2022
Response from El Moro on Feb 4, 2022
We appreciate your preference, we are glad to know that you had an excellent experience, we hope you will visit us again and enjoy the renovations that we will do over time.

8/10 Good

Kate

Stayed 7 nights in Jan 2022
Response from Alexia El Moro on Jun 12, 2023
Gracias por tu preferencia Kate

10/10 Excellent

Trevor

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The location is excellent close to shopping and restaurants..rooms are a bit small but doable
Stayed 1 night in Jan 2022
Response from El Moro on Jan 18, 2022
We appreciate your comment and your assessment we are glad to know that you had a pleasant stay.

8/10 Good

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Authentic old hotel and courtyard in excellent condition. Good location in town. Nightlife music in town can be a small negative factor for some.
Stayed 1 night in Mar 2021
Response from Friend on Mar 9, 2021
Thank for your opinion!!

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very charming property, exterior and public space well maintained. Staff very friendly.
Stayed 6 nights in Dec 2019
Response from El Moro on Jan 18, 2022
We appreciate your comment and we are glad that you had an excellent experience.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Nov 2019
Response from El Moro on Jan 18, 2022
Agrademos su puntuación.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very pleasant surprise in Puerto Morelos!
Quite pleasantly surprised. Very clean and room was in good condition. Excellent location.
Stayed 1 night in Apr 2019
Response from Jackie on Apr 22, 2019
Thanks for your preference Regards

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff at this hotel are very warm, friendly and accommodating. it feels like a place where people enjoy coming to work and enjoy the guests. I plan to return to this hotel. The staff treat each other and the guests with kindness. Susanne F.
Stayed 14 nights in Mar 2019
Response from Front desk manager on Apr 5, 2019
Hi Susanne Many thanks for your comment and preference We hope to see you back soon at our cozy little hotel. Warm regards

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2019
Response from Front desk manager on Apr 5, 2019
Many thanks for your preference

8/10 Good

Marvin

Liked: Cleanliness, staff & service
Stayed 2 nights in Mar 2019
Response from Front desk manager on Apr 5, 2019
Hi Marvin Many thanks for your preference

10/10 Excellent

Jacquie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2019
Response from J Perez on Mar 17, 2019
HI Jacquie How can we assist you?

10/10 Excellent

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Was small and in centre of town. Pretty property. Large rooms. Free eggs and toast for breakfast. Staff amazing. Had some issues with the room and was fixed immediately.
Stayed 7 nights in Feb 2019
Response from Jackie Front desk GM on Feb 12, 2019
Dear Guest Its our pleasure to make your stay the most pleasent. We appreciate your feed back and would love to have you back soon. Warm regards

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was exceptional. Little details and genuine care for their guest make all the difference. Rooms and linen fresh and clean. Quite little oasis in the middle of town.
Stayed 7 nights in Jan 2019
Response from Jackie on Jan 29, 2019
Hi We appreciate your comment and preference. Thanks

8/10 Good

Verified traveller

Stayed 4 nights in Dec 2018
Response from Nohemi on Dec 20, 2018
Dear Guest Thanks for the coment but we do not understand, can you please kindly write in english. Thanks

10/10 Excellent

Patrick

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Quaint
Adorable place. Staff are great
Stayed 4 nights in Nov 2018
Response from front desk manager on Nov 20, 2018
Hi Patrick May thanks for your preference, we hope you visit us again in the near future. Warm Regards

8/10 Good

Lin

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Refugio in Puerto Morales
Recognizing that Puerto Morales is a jam-packed beach party town this hotel is so designed as to give the impression of solitude in spite of it's very small size. This is not a sprawling resort property but a collection of artsy buildings with a tropical garden in the central courtyard.
Stayed 2 nights in Aug 2018
Response from Front Desk Manager on Aug 29, 2018
Hi Lin Thanks for your prefference and your visit. We appreciate it. Come back soon Regards

8/10 Good

Mike, Yorkshire, UK

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
A good to stay and relax for a few days.
Friendly small hotel close to beach and shops/local restaurants. Traditional style hotel with good facilities . Quiet and very clean with attentive staff.
Stayed 3 nights in Jul 2018
Response from Front desk manager on Aug 9, 2018
Thanks for your preference. Warm regards

10/10 Excellent

Juliana, Roseville, CA

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Perfect for the place
If you are looking for luxury in Puerto Morelos you need to go to one of the resorts. El Moro is just perfect for the cute little town Morelos is. Clean, great staff, amazing complimentary breakfast, nice little pool, great restaurant, steps from the plaza... big and comfy room. Loved it!!
Stayed 1 night in Jun 2018
Response from Front Desk Manager on Jul 2, 2018
Hi Dear Guest Many thanks for your preference. Have a nice day

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Jun 2018
Response from Front Desk Manager on Jul 2, 2018
thanks for the preference

10/10 Excellent

Chris

Liked: Cleanliness, staff & service, property conditions & facilities
My husband and I visited Puerto Morelos in March 2018. Hotel El Moro was a wonderful place to stay. All the staff was very friendly and accommodating ( we do speak Spanish but some employees speak English). Our room was lovely. The only downside was the hot water was finicky, at times. I enjoyed walking up the spiral staircase yet others may have issues with the climb. The pool was although small was very relaxing , refreshing and enjoyable. I highly recommend this quaint and charming hotel!
Stayed 3 nights in Mar 2018
Response from Front Desk Manager on Jun 5, 2018
Hi Chris We are so glad that your experience was lovely. Please come back soon. We are working on a remodelation so hopefully for your next trip we will have more space and lovely gardens. Warm Regards