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.
- Official Description (provided by the hotel):
- Aqualuna is a beautiful boutique hotel in the very centre of Playa del Carmen drawing its inspiration from the peculiarity of the architecture of the Greek islands, surrounded by a luxuriant tropical garden typical of the Caribbeans. Strategically located only steps away from the famous 5th avenue, the hotel offers to its guests an intimate yet refined ambiance ideal for relaxation. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Hotels.com, HotelTravel.com, Priceline and Travelocity so you can book your Aqualuna Boutique Hotel by Xperience Hotels reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Aqualuna Boutique Hotel By Xperience Playa Del Carmen
- Aqualuna Hotel Playa Del Carmen
- Aqualuna Boutique Hotel By Xperience Hotels Riviera Maya/Playa Del Carmen, Mexico