6/10 Okay
Cynthia
Travelled with partner
29 Sept 2024
Disliked: Cleanliness, property conditions & facilities
This was our 2nd time staying at this property as we genuinely enjoyed our 1st stay however it was extremely disappointi. Prior to my check-in (the week of) I downloaded the app to make reservations for the restaurants as I know they book up rather quickly. I needed to attach my room number to make reservations which was not assigned to me until I arrived to the hotel. I tried reaching out in advance to try and solidify a room number but no response. This made it super inconvenient as we were pretty much left with whatever was left in date and times. I reserved a penthouse suite as we were celebrating 2 birthdays and I wanted something a little more extravagant for the trip. The penthouse was honestly not worth the money spent. It was tucked away in the very corner of the resort far from the amenities. This area looked rarely serviced and cleaned, animal poop that stayed on our staircase for days with dead leaves. Our room had a jacuzzi on the roof that we couldn’t use. The amount of bugs on the roof made it impossible to use along with the drain not properly locking so the water constantly drained out. The customer service is not in alignment through out the property. Bartenders in Sian Ka’an were a delight but the bartenders Akumal refused to serve us certain alcohol and hid bottles for themselves (Agavero to be exact). They also were extremely rude when asked for it and kept denying it until finally pulling a bottle out from the far back of the fridge. Wont be returning.
Cynthia
Stayed 6 nights in Sep 2024