2/10 Terrible
jamnisa
29 Sept 2025
Disliked: Staff & service, amenities
Union arrival the receptionist lied about giving me an upgrade. I got exactly what I paid for. Then said; once confronted, the upgrade was to the adults only building. King suite Ocean front, in a family building? Lie. Once I got to my room the view was obstructed by the roof of a restaurant. Since the hotel was completely empty I asked if they could move me to another room with a better view. She then lied again and said that all the rooms in my category were booked out. I went online and saw that there were 7 rooms available on Expedia alone, same room and same days booked! Sent it to them, they then changed my room after another lie saying that the other room wasn’t ready and that I could take a look at it, I might look clean but it’s not. I would have to have my bags brought to reception and stored. That never happened because the room was clean. And the only thing I could think was why didn’t you want to change the room if the whole entire hotel is empty and why cause so much unnecessary chaos if this is a wellness retreat? The mini bar was Not fully stocked. There was only a couple mixed bottled drinks. No beer, wine or spirits. Only Cenote worth seeing is inside of the spa which is an additional charge. Upon leaving the taxi tried to charge $100usd for a ride to Tulum. Been 10 times. I booked my own car and they wouldn’t let him in! Once I said that I was writing a review, she followed me to give a code to let him in. He already left. She then offered a cheaper taxi.
jamnisa
Stayed 3 nights in Sep 2025
