Check In was 30 min after 15 p.m and there was no excuse for that like a drink or even a verbal excuse. No Breakfast included. Staff hardly greeting the hotel guests. The interior was beaten up, the room not spotless clean, towels and bed-linen had stains, no hot water in the shower, bed was smaller than booked Queen size, the chairs on the balcony old and torn and no table. Clearly NOT the standard of a 4 Star Hotel. Recommend price 105 USD, we paid 173 USD a night! We were absolutely disappointed as this was supposed to be our holiday treat.
We chose to stay here because we visited several years ago when the hotel was newly built and it was beautiful. Good prices and good location. Unfortunately the property has been really neglected and a lot of the details that made it great are now missing. The rooftop pool was dirty and unusable, the restaurant was closed, and there are a lot of repairs needed in the rooms. But we still enjoyed our stay - the view from the balcony is gorgeous, and we got a great sleep on the comfy bed. It's been an extremely difficult year for Mexico tourism and hopefully when things pick up again the hotel will get some much-needed attention!
This hotel is a 2 star in my opinion. Pleasant front of house staff, very standard room -not much attention to detail. Cracks in the walls in the bathroom and no lightbulb in the lampshade and stains on the bedding. Bog standard and a bit overpriced for what you receive. No lift even though there are 4 floors. My advice to management would be to pay attention to the small details, -a bit of filler, replacing a lightbulb and buying new sheets goes a long way. If you can get this hotel on a cheap deal great but not worth what we paid for 3 nights.
This pristine turquoise front beach hotel sounds great on the paper, clean rooms, great air conditioning, good rates. Unfortunately, Costa Maya Port operators (a private company) #COSTAMAYAMX bought a party place aside the hotel, they turn music at a crazy volume since eight or nine every morning that cruises arrive at the town, which is almost every day. Which means you can't rest at this hotel!. The hotel manager was trying to do her best to convince Costa Maya's employe to keep the volume down. He agreed and tried to convince his bosses to let him take out the speakers they had at the public beach, unfortunately, big bosses of this huge Costa Maya Port operator don't care for local tourists, they only care for the cruise passengers, so most likely if you come to this hotel you won't be able to sleep.…
This is a review for the the RESTAURANT. We were served by Pedro. He kindly offered to make a chicken salad which was not on the menu for a pre-agreed price. He described it deliciously but we were served a tiny plate of a few pieces of lettuce with a bit of chicken on top. Nothing to fill a man. We had to ask for sauce many times. We did not want to order anything after since it was clearly overpriced for the quality and quantity of we got. And the worst was: When we were given the bill it was higher than previously agreed. We mentioned the mistake to Pedro but he stubbornly insisted and did not want to correct the mistake making us feel like we were the stupid ones for not hearing the price he said in the first place. We will certainly not recommend this place!
After reading some of the negative reviews I was tempted to cancel our reservation (we booked several months ago) - I'm glad we didn't! Our sea view room (yes, spend the few extra $) was very large, clean, and bright - and had a constant breeze from the ocean. A/C worked great, good water pressure in the shower, and the bed was probably the most comfortable during our 10 day trip through southern Mexico. The restaurant/bar was very convenient, good food and reasonably priced. And it's a short walk down the malecon if you prefer a more active nightlife. Quinto Sole is close to the cruise ship port, but apparently the ships don't dock on the weekends - you'll have that stretch of coast to yourself.... Daniel at reception was wonderful, he spoke perfect Spanish, English and German, spent about 30 minutes chatting with us about positive & negative things about the cruise ship port, why he preferred working in Mahahual instead of Cancun or Play del Carmen, gave great directions to anything we wanted to find, and warnings - "Don't walk along the jungle road after dark, the kitties (jaguars) like to come out".... So the {very few) negatives.....Most of the beach is unusable due to seaweed at this time of year, obviously beyond the control of a hotel,,,,,there are beach clubs further down the malecon that do clean the beaches (by manual labor),,,,,wifi & cell service were nonexistent (we're on vacation, so who cares???)....rooftop Jacuzzi could use some love & attention ,,,,,that's about all - we thoroughly enjoyed our 2 night stay and will happily return :)…
The hotel is really a fraud. The "ocean view" room that we booked was next to the reception and the restaurant with a minimal view of the ocean! Just a little strip of blue was visible trough the window. The proximity to the restaurant made the room very loud. Since the door didn't close correctly (there was a large gap between door and frame), we heard every word spoken at the reception. The interior looks nice on the webpage, but is made very cheap. If you want hot water, you need to wait 15 minutes. WiFi is free, but you have to log in again every time you open your laptop or smartphone. So in summary: avoid at all cost!
No se queden aquí- cambio de administración y es un desastre. No hay agua caliente, la comida es asquerosa, las cortinas están rotas, dejando así entrar el sol, la almohada tiene bolas, tiene el peor servicio. Do not stay or eat here- this hotel changed administration and new admin doesn’t care. Food is disgusting (we had to send back quesadillas- how do you get that wrong!). There is no hot water, pillows are horrible, drapes are torn therefore letting sun in, service is really bad.
I am a travel agent in Mexico at the west coast. Have travelled hundreds of times to the east coast but was not familiar with Mahuahual. The village was nicer than I expected and had some good meals. This hotel however is average at the most. They were a Koox hotel but since a few weeks they do not belong to that chain anymore. In my reservation system I got a message just that the hotel changed names. When I arrived they said I had to go to the hotel next door since they are Koox but they are not. Went next door but the name had nothing to do with this. So the guy at the reception of the hotel next door was very polite and went with me back to this hotel since this happened twice... on the same day. Again they good not find the reservation but said they would give me a room anyway and would check it tomorrow. They told me to check with my travel agent, but I am a travel agent myself and this was a booking for me. They never contacted me. When they gave me the room they gave me a room on the back side. I asked if it was possible to get in the front but they replied "no, since your reservation is for the back side". huh, suddenly they did have my reservation I asked? No, but that is the way it is. Did not use any other amenities. But if this would have happened to one of my clients they would have freaked out very likely. Room was basic but ok, beds were very comfortable and the bathroom was good. Overall experience just ok…
Where to start?? Unfriendly front desk, shower didn't have hot water, bathroom sink didn't work, room is filthy, common areas look like they haven't been cleaned in a year... I would have asked for my money back if I could but I was there on a busy weekend and didn't have more options. This property is in dire need of a remodel and serious maintenance. It is not a boutique hotel AT ALL. Avoid it at all cost.
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