The room was infested with cockroaches. As soon as I opened the door and saw them we walked out of the room. I advised the lady in the front desk and she offered another room, we could not stay in these conditions, it is not acceptable. I asked her to cancel my reservation and she said she did and that I needed to contact booking about the refund. I tried canceling in the app but it didn't give me the option. I contacted Carlos with booking who said he emailed the property because the reservation was not cancelled at the hotel and they needed to cancel it. Later, I talked to the property who said they had no email and they could not do anything about it. They asked me to contact booking to check the cancelation policy. I understand the policy, but it is inconveniente that the room was in an unacceptable condition, to which I could not stay in. The hotel is responsible to provide what they advertise. I wasted my time getting my family and my luggage in a place where we are supposed to be comfortable and it turned out to be in a bad shape. I would really appreciate if you guys could help resolve this situation. Thank you!

Pedimos cambio de habitacion al segundo piso y problema resuelto. Nos ayudaron, y ya alli todo estuvo muy bien. Los desayunos son muy buenos y abundantes, y el personal es muy amable. La ubicacion es excelente, queda a 5 minutos de la mayoria de parques y se puede caminar hasta la quinta avenida.

Las habitaciones del primer piso huelen mucho a humedad, pero es algo que al final entendimos debido a que las ventanas no abren por ser anticiclon.

Desayuno completo, buena atención del personal y pronta resolución a detalles durante la estancia. Habitación amplia y bien equipada. Alberca grande y con camastros cómodos.

Que el restaurante no tuviera opciones de alimentos por la tarde/noche.

Aardig personeel, zeer vriendelijk.

Gedateerd, niet heel schoon. Beetje cheap.

Todo muy bien, personal amable, ubicación muy buena y cómoda. El hotel y la habitación también fueron confortables. El desayuno estaba bueno.

Lo único que senti la falta fue de un mini freezer.

La habitación es amplia y es cómoda y el desayuno buffet muy bueno

El de la recepción no fue muy amable

location close to xcaret , very good bed and pillows. good AC swimming pool seems ok - parking

First I was giving room 205 which was in terrible condition, loose electric sockets, dirt, stains in bed. After spoken to receptionist a new room was given 333, much better but still very run down hotel, specially the bathroom needs attention, quite expensive for the very bad condition this hotel is, breakfast very poor too.

chilaquiles riquisimos

todo estuvo muy bien