I wanted SO badly to love staying at Casa Violeta. It looked so beautiful and was in such a stellar location…
I'm including the full story below, but the short version is this:
We ended up having to break into our hotel room in the pitch black, in the middle of the night even through we called multiple times and spoke with someone about our scheduled late arrival. My husband pulled a neck muscle carrying all our luggage through the sandy beach since I couldn't help him much as I'm 7 months pregnant.
The owner, once she was notified about the whole situation, gave us a whopping 15% off our first night stay…. which ended up equalling about $30. Did I mention that our bill was over $2000 for the week?
Yes, the rooms are beautiful, the hotel is beautiful… but I don’t think I can recommend anyone staying here.
Here’s the whole story:
Making a reservation ended up being a lot harder than just picking up the phone and calling. It was more like picking up the phone and calling several times a day for multiple days till everything was finalized. The owner Karla kept saying she would call me back with information and then later confirmation, and she never did. So I had to keep calling her.
Then, 2 weeks after making our reservation I received an email from a manager stating that the room we had booked for the later portion of our stay had "become available" and were we interested in it. I wrote her back explaining that we had already booked the room she was offering us and that it should NOT be available to anyone.
But this isn't even the good stuff...
Our inbound flight was significantly delayed due to weather. I emailed management several times updating them to our new arrival times. I even called management once we arrive in CUN international speaking with someone and informing them of our further delay and our 1am arrival. I was told it wouldn't be a problem and they were informed etc.
We arrive at Casa Violeta at 1am to the hotel being completely dark (no lights at all) and the front entrance and 2nd entrance for parking padlocked shut. No one responded to our calls (both phone and aloud). I ended up finding a way to walk to the beach through the adjacent hotel (Hotel OM) walking on the beach, using my cell phone as a light, entering Casa Violeta. I continued to call both on my phone and aloud. No one was there.
Long story short we ended up having to break into our hotel room in the pitch black. My husband pulled a neck muscle carrying all our luggage through the sandy beach, I couldn't help him much since I'm 7 months pregnant.
The next morning I found the Manager who listened to my whole story and responded "But the room was ok once you got in right??". Really?! I was then further assured that the owner, Karla would be informed as to what had happened and they would figure out how to turn our stay around into a positive experience.
Well Karla, the owner, ended up giving us a whopping 15% off... our first night stay. This ended up being about $30. My husband and I were pretty blown away that she cared so little about our experience.
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- Also Known As:
- Casa Violeta Hotel Tulum