4/10 Poor
Patrick
Jun 6, 2024
Disliked: Cleanliness
While the staff is friendly IN PERSON, overall the customer service is horrible!
For the sake of time I will quickly run down EVERYTHING that went wrong with this place in chronological order. First, they ended up leaving me STRANDED at the Canacun airport!
As result, as opposed to paying the $60 for hotel transportation, I was expected to pay the taxi drivers there $170-$220 USD to drive me ONE WAY to the hotel!
After ultimately paying the grossly inflated taxi price, I arrived at the hotel to checkin and receive a rather tacky letter stating that they planned to charge me for any linens they deemed to be "damaged or dirtied" beyond repair. They even included specific prices for sheets, comforters, towels etc.
Yet despite them giving guests this letter, never in life have I been to a place with so many tattered and dirty sheets, towels and comforters! Even a couple of the pillow cases were stained by lord knows what!
It was so bad that to replace the dirty hole filled sheets on my bed they gave me MORE sheets that were dirty and stained WITH random hairs on them!
There were visible mold spots underneath the glass kitchen table, stains on the walls and furniture, large amounts of dust on bathroom surfaces, and the most grungiest toilette brush you've ever seen! Lastly one of the pools had a disgusting yellow film on top of the water!.
This hotel could be so nice but housekeeping and customer service MUST be improved significantly!
Patrick
Stayed 4 nights in May 2024