We spent only one night here, our last night in the Yucatan, after we had a horrendous experience with a little family run hotel in the town of Vallidolid which we had hoped to experience rather than just staying in the resorts.
When I booked, they had club level and ocean view rooms available. After the disaster we had in the previous hotel, we opted for the club level rooms, figuring it was the best way to ensure we’d get the best rooms in the quietest location.
We requested a quiet room, and booked the “business plan” rate that included internet and breakfast for all in the room (including our kid).
So now we check in. Again I stress that we want a quiet room.
They take us to the room. I realize quickly there is a loud humming sound. I mean it was very loud. So I turn off the AC. That wasn’t it. I’m going crazy to trying to find where the sound is coming from. I give up and open the door to the balcony.
And that’s when I figure it out. Other reviewers have mentioned this, but folks, you cannot understate this. The hotel across the street has some kind of insane HVAC system that is ridiculously loud. Across the street, in our room, with the sliding doors to the balcony firmly shut, it sounded about as loud as an airplane flying overhead if you were standing along the approach path.
So I go back up to the Club level check in and ask Carlos, the guy at the desk, how on earth he can call this a quiet room. He says he will look for other rooms, because, as he says, he knows that there are widespread complaints about noise in the rooms on that side of the hotel.
What the heck?! He *KNEW* there are widespread complaints about noise in those rooms, and yet he put us in those rooms when we asked for a quiet room!?!
So I ask him to find other quiet rooms. He says he will, and will send a bellman to our room to show us the other rooms. The afternoon hors doeuvres and cocktail service in the club lounge is under way, and we will clearly miss it with all this about reassigning rooms. So I try to get a glass of wine for my wife and myself while we wait for the bellman. Not allowed to take our glass of wine into our room. Because those are the rules. And rules are rules.
After you’ve screwed up our room assignment and check in?
Yes, I am told. Because those are the rules.
Are you kidding?!
How come there isn't a rule that check-in cannot be an hour-long trail of tears?!!
So then the bellman comes to show us the room (BTW, Gustavo the bellman showed more professionalism and hospitality than the rest of the hotel staff put together, *including* their “managers”).
First piece of news – they have already given away the quiet room they had in mind to someone else.
HUH? How can that be? No explanation.
Now poor Gustavo leads me on a wild goose chase for a quiet room all through the hotel. First stop, a room on the 2nd floor. Faces the noisy hotel HVAC across the street, and faces this hotels own kitchen ventilators. So it is twice as noisy, smelly from the kitchen exhaust, and has a lovely view of the commercial flatroof entrance.
This is what they propose as our premium Club level quiet room.
Poor Gustavo is clearly embarrassed that they made him take me to this room. So now he is talking to the front desk, and they are coming up with various other rooms. All of them are on the noisy side of the hotel, on lower floors. We’re walking all over the hotel, checking various rooms, none of which work (no rollout beds available for our daughter).
Finally, I thank Gustavo and tell him that enough of his time and my time has been wasted by this ridiculous wild goose chase that the reception desk has sent us on, and it’s time to end the farce.
So I go back up to our room. The Club Lounge afternoon reception is just ending now. And all of a sudden all we hear in our room is the screeching of chairs and furniture being pulled across the tiled floor of the room above us. I mean it is hideous.
What the heck? We now figured it out. Not only was our room on the noisy side of the hotel where the hotel across the street has a crazy loud HVAC system, but our room was DIRECTLY UNDERNEATH the club lounge, which has a tile floor so that all we hear is a cacophony of furniture scraping across the floor.
The furniture in the room was beat up and tawdry. The table/desk is made of cheap fiberboard and the laminate veneer is bubbling and peeling (see picture). That’s your club level room????
The bathroom is small – not at all what you’d expect for $675 per night (see picture). And the shower drain is clogged, so that the water backs up and gets all over the floor of the rest of the bath.
The décor and service experience and physical plant were more like a $100 a night motel than a $675 a night full service resort hotel.
At 7 am, as the club lounge opened for breakfast, again we were treated to incredibly loud and annoying squeals and scratches of furniture being dragged over tile floors, as our room was directly beneath the club lounge.
So we wake up (impossible to sleep, and actually impossible to be in the room – it was like sitting underneath someone scratching their finger nails on a blackboard VERY loudly).
So we go down to the restaurant for our breakfast. The hostess refuses to seat us because she says our room rate does not include breakfast at the restaurant, club level guests only eat the continental breakfast in the club lounge. I am trying to show her we have the “business plan” rate with breakfast at the restaurant included. Nothing doing.
Off I go to the reception desk and talk to a manager. She apologizes and comes down and convinces the restaurant hostess to do things right. We get seated.
The restaurant is wildly understaffed, folks. I mean wildly understaffed. The staff were running around like chickens with their heads cut off. They are literally throwing silverware, plates and serving dishes around, so it is just a chaotic, loud mess in there. Great view of the ocean and beach, but a painful experience with the disastrous service. It was impossible to get an omlette – the omlette station had literally 8 people backed up, and the cook was taking something like 3-5 minutes to take care of each person.
As we leave, the waiter comes up to us and presents us with a check. What?! We already had this discussion, and it was resolved, right? He says it is just for our kid’s breakfast, which is not included. But this is simply wrong, the room rate includes breakfast in the restaurant for ALL residents of the room. He argues about it for a couple of minutes (seriously, argues about it!) and then says OK, just sign it and we won’t charge you.
The final unpleasantness was at lunch. No restaurant is open for lunch at the hotel until 12 pm. What the heck? Really? They have multiple restaurants, but NOTHING is open to get even just a sandwich or a burger until 12 noon. Fine, we wait. We get seated and order. The food takes 20-25 minutes to come out – we only ordered burgers. 25 minutes to bring out a burger? When it finally comes out, the fries are stone cold. They’ve clearly been sitting on the counter for at least 15 minutes.
OK, so let’s close with the good part about the hotel. It is on a nice beach, and water is nice, there is a breakwater that protects this little cove from rough waves, and the ocean is clean, and the floor is soft sand that is mostly free of rocks and seaweed.
The rest of the place is way below average.
The hotel zone in Cancun is chock a block with gigantic properties with jillions of rooms.
You can surely do much better than this.
Insist on not facing the lagoon/city -- the loud noise from the HVAC of the hotel across the street...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.