Hotel is immaculately clean
Attentive to basic problems (had a minor room problem fixed immediately)
(Mostly) friendly staff
Smaller, more personal hotel
Lovely architectural details and common area in hotel with gorgeous ocean views and cooling breezes
But the bad:
Both hotel restaurants are indoors. I don’t know about you, but I just came from the longest, coldest, and most capricious winter in recent history on the East Coast. I don’t appreciate eating indoors in air conditioned restaurants when the weather is gorgeous. For God’s sake, at least for breakfast when the sun isn’t broiling everything alive – have some tables outdoors for those of us who came here to enjoy the weather, especially those balmy hours in the early morning and late afternoon (there is one outdoor table which I requested my first morning here, and was met with neglect or hostility for rest of my meal - and my stay - with one notable exception). Or shut down the a/c and open the windows.
There’s no chance of coffee before 7am (that’s 9am for you East coast folks) – not talking about breakfast, just that first essential charge of caffeine. And when you do get it, it’s astonishingly bad, even for me, and I’ll drink just about anything. I wound up buying excessively sweet “Andatti café frio” bottled coffee in town, which I don’t particularly like but can choke down, and keeping it in the room fridge for my caffeine fix (despite the hotel’s exhortations not to bring in outside food/drink.
The food isn’t good. Not happy? Too bad. You need to eat in the mall next door (a food court? On vacation? Really?) or get on a bus, taxi or drive to downtown Cancun three times a day. This is all just too much work for a vacation.
The one complaint that was mentioned fairly consistently in other reviews – charging for wifi. When I checked in I was told I could “negotiate the cost of wifi.” Newsflash, negotiating costs is not something I expect to do on vacation. Include the cost of the wifi in the room. Take a lesson from the repeated complaints here.
Lack of English with staff. I’m writing this shamefacedly. I speak relatively fluent French for work and usually make the effort to brush up on some rudimentary Spanish – but this trip I was tired and reasoned I’m going to a hotel with an international clientele – I’m not an “ugly American” for expecting English to be understood. But there was both desk staff and waiters who couldn’t understand.
If it’s cool enough to leave balcony doors open to let the waves lull you to sleep at night, your neighbor’s balcony lights will shine directly into your room. Hotel should ask guests to turn lights off when not in use. Streetlights are a problem for me in the large city I live in. Would love to be able to get away from them on vacation.
The food looked mostly great, but was a huge disappointment– take the emphasis off making the food look like it came from a three star restaurant and put it into quality. Simple and fresh should be your mantra.
Restaurant smells of stale cooking oil. Ocean breezes might wash that smell away, but won’t because the windows are never opened.
Lovely pool – but very few hours to enjoy it. You need to ask for umbrellas, imposing on the staff. Can’t towels after a certain hour. Just when poolside lounging becomes possible (late afternoon) the bar and lounge area are closed down, towels and cushions taken away.
If you find yourself here in spite of precautions, there’s a shopping center (a small mall, if you will) immediately next door with free wifi and a surprisingly good restaurant called “Tequila Grill.” Try the Aztec specialties – they are simple, fresh, excellent Guacamole is made tableside.
There is a card in the room info book imploring guests to address problems with the staff while they are here. This makes sense. But I’m not going to talk to a desk clerk about the ridiculous hours the pool bar is open, the terrible food, the indifferent-to-hostile wait staff that I don’t want to come on vacation and “negotiate” the price of wifi. These are management issues, not problems for guests to sort out.
People pay me to identify problems and issue recommendations. I’m on vacation. But I’ll give one recommendation without charge: My overall perception is that single largest problem in this hotel is that it appears to be run for the convenience of the staff – not the guests. If Casa Turquesa wants to stay relevant and competitive, they should proactively survey their guests over a representative time period, instead of reactively addressing complaints on trip advisor. What’s important to your guests? Ask them. Coffee at wake up? Outdoor or indoor restaurants? Pool/bar after 5pm? A convenient way to get into town? I’d never dream of making such a recommendation to a large box hotel – what they do (or don’t do) works for their clientele. I will for Casa Turquesa, as they could have something special – a boutique hotel, trying to provide more personalized service to their guests.
- Official Description (provided by the hotel):
- Welcome to our hotel! It's intimate, secluded, and fashionable. Guests come here to our All Suite Luxury Boutique Hotel to relax, rejuvenate, and go unnoticed in the midst of the Mexican Caribbean playground of Cancun. Reminiscent of a Mediterranean mansion, Casa Turquesa rests on one of the areas most pristine beaches and features only 30 suites, providing an atmosphere of privacy and tranquility. Spa and Art Gallery. ... more less
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- Also Known As:
- Casa Turquesa Hotel Cancun
- Casa Turquesa Tulum
- Casa Turquesa Hotel Tulum