This hotel did not honor our reservation, even though we had made it through Booking.com and we had paid the first night in advance.
When we arrived from Chichen Itza in the late afternoon, very tired because of the long trip, we were politely told that some American family was sick in what was supposed to be our room and that therefore they would send us to another hotel of the Xperience chain, the Xtudio Comfort Hotel. Such hotel is worse than the Aqualuna in many ways: it's in a worse and noisy location, it has no garden, no elevator, no concierge, and no mini bar in the rooms. Just by looking at it, we had the feeling that it was not in the same category. And checking room rates on the Internet later confirmed it.
We pointed out to the staff that we weren't happy, but we didn't feel like searching for another hotel and in the end we accepted the new accommodation, especially because we had paid one night in advance and we had already lost more than one hour trying to sort the situation. During our stay, we heard other guests with the same problem and confirmed that the hotel was indeed overbooked.
Based on this, I'd definitely not recommend any hotel in the Xperience chain.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
We are very aware of the situation you experienced with your reservation upon your arrival. We consider important to inform you that, what could be seen as an overbooking was indeed a situation that was originated unfortunately by a series of incidents related to the spread of a stomach virus in Riviera Maya ( supposedly coming from the UK). As you may be able to see, even on many reviews posted in restaurants and hotels of the area during the last Xmas season, there have been so many cases of people thinking that they were hit by food poisoning. Amongst them we directly witnessed the cases of several tourists that caught such virus until the point to get admitted to the local hospitals and required their treatment to be controlled accordingly in order to ensure a satisfactory recovery. As our responsibility and compromise is to bring support to our guests in an emergency like this, and, in order not to cause further inconvenience, we had to extend their reservations in the same room they were occupying ( they were due to depart), which actually was the room you were originally assigned. This has not been the only case unfortunately, since, when a situation like this is originated, we had some kind of chain reaction. Furthermore, occupancy was very high and we managed to redirect the booking within the same group of hotels. This situation was quite challenging to handle considering the fact that we are not used to apply a book out policy as many hotels or airlines do.
We are very sorry to know that you remained with bad feelings towards us. At the same time, we also felt we had to help our guests who were deeply in need of us at that time. We would truly appreciate your understanding on the matter and hope to have the opportunity to serve you again in the future. We are sure of what we can promise and maintain and we are ready to keep our hospitality commitment towards you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.