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“A beautiful little hotel - but not for everyone.” 4 of 5 stars
Review of Koox City Garden Hotel

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Koox City Garden Hotel
2.5 of 5 Small Hotel   |   Av. Constituyentes entre 1 y 5ta Avenida, Playa del Carmen 77710, Mexico   |  
Hotel amenities
Ranked #64 of 113 Playa del Carmen B&B and Inns
Wisconsin
Top Contributor
99 reviews 99 reviews
22 hotel reviews
Reviews in 39 cities Reviews in 39 cities
104 helpful votes 104 helpful votes
“A beautiful little hotel - but not for everyone.”
4 of 5 stars Reviewed March 30, 2014

This is the former Posada Las Iguanas, which used to be run by the family that still owns it. Read their reviews, then read these, and you will see what has changed since it was taken over by Koox.
Understand, this is not and never was the hotel for everybody. If it is your first time to Playa, or if you are looking for new, luxurious rooms and multilingual, always-available staff and instant hot water and manicured garden, don't come. If you are looking for a little place with local character and lots of green space in a fantastic central location, with good A/C and windows that will open to catch the sea breeze, and wifi that works in the garden though maybe not in your room and don't mind waiting for hot water, you may fall in love with this place. It's a step above a backpacker hotel, a laid back place where your fellow guests tend to be Mexicans and Europeans.
I hope the management reads this review and addresses the concerns. They are basically trying to run this hotel from the Koox Caribbean Paradise, a half block away. That's not working very well. The grounds used to be tended daily, but are not as well kept as they used to be. Not having round the clock staff on site is worrisome. They haven't even posted a sign telling you to go to Caribbean Paradise for check in or other assistance. The friendliest staff person is the night watchman, who also worked for Posada Las Iguanas. He doesn't speak English, but at least he smiles and greets us, and remembers us from previous visits.
Although we asked at the desk for certain items missing from our room (hangers, more soap) we didn't get them until we left a note for the maid 2 days later. Sometimes we had new towels, sometimes raggedy old ones. And the sheets were too small for the bed, they were always pulling out and there was no mattress pad. Room safes would be appreciated. These are little things and could be easily fixed. The big thing is that someone needs to take responsibility for THIS wonderful little hotel, Two things saved our visit from being a total disappointment: the physical hotel, still a very calm and pretty place (we never heard music later than midnight, and it never was loud in our room with the windows closed), and the excellent service from Omar the morning desk man at Caribbean Paradise, who not only helped us with a big problem unrelated to the hotel, but also listened to our concerns and suggestions to bring it up to a better standard.

Room Tip: The second floor rooms have windows facing both east and west for great breezes.
See more room tips
  • Stayed March 2014, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KooxHotels, E-Business Manager at Koox City Garden Hotel, responded to this review, July 13, 2014
Dear guest,

Thank you for write your review of your stay at Ko'ox City Garden Hotel. We want to thank you specially the bad points of your words, because they help us to improve our services and facilities.

Ko'ox Management read this review and want to apologise for all the inconveniences you had suffer during your stay. We are working to improve our daily work with effort and a good job.

Thanks for chosen us and we look forward to welcome you again!

Best regards!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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17 people have reviewed this hotel

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3 of 5 stars
  • Service
    3 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room Tips
Date | Rating
  • English first
  • Spanish first
  • Any
English first
Buenos Aires, Argentina
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
1 of 5 stars Reviewed November 8, 2013

This was my worst experience in a hotel ever. The Koox has a few hotels, I don't know where to start this review about the Koox City Garden. Maybe for the management. What an arrogant and pathetic people they have as staff. I.e: the hotel says they have internet connection but it doesn't work and when they say they fixed it, the router didn't reach my room so I have to go to the front desk. When it comes to breakfast, they offer me a complementary voucher for all my group (12 people) and the next day, suddenly they regret to offer and don't explain anything to us. Rooms are old, dirty, uncomfortable and there is no hote water!!! Oh yes, there is hot water, but only in the lavatory! That means there is no cold water in the lavatory!!! So be prepared to wash your teeth with burning water. Sleeping is very hard because the hotel is next to live music bars, so you can't rest until 3 or 4am.
Definitely, RUN AWAY for this hotel.

  • Stayed October 2013, traveled on business
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Koox City Garden Hotel

Address: Av. Constituyentes entre 1 y 5ta Avenida, Playa del Carmen 77710, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Hotel Style:
Ranked #64 of 113 B&Bs / Inns in Playa del Carmen
Price Range (Based on Average Rates): $
Hotel Class:2.5 star — Koox City Garden Hotel 2.5*
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Also Known As:
Koox City Garden Hotel Riviera Maya/Playa Del Carmen, Mexico

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