It’s a shame that such a beautiful property with gorgeous beach is so purely run! Read other bad reviews re service, didn’t think it really could be a 1 star bad. Oh yes, it totally was!
1. To my surprise, the staff didn’t speak English. With the exception of a front desk employee.
2. We could not even order a meal! Hotel was very slow, no guests and still we had to wait on average 45 min. One night for 1.5 hours for a simple meal for 2.
They encouraged to order online since there were no waiters to be found. But then no one replied to online orders either. Saw a guy from the kitchen cleaning sea weeds on the beach around lunch time, as a result, lunch order wasn’t placed. And it goes on and on.
Found much better places outside the hotel to eat with very good service (ex. El Tabano 0.2 miles away).
3. Everything is overpriced which we already knew, so the expectation was to get at a minimum decent service so it is worth it. That did not happen.
4. Rude unapologetic unwelcoming staff. (Language barrier perhaps).
Traveled to Mexico a number of times, to the Cancun area. Never had an issue! This was a weird place.
I would not recommend it based on service.
El Hotel es increíble y si personal brinda un muy buen servicio al cliente. Pase la estancia de mis vacaciones increíbles. Gracias
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Joshua
入住於 2023 年 4 月
其他
1.0/5
發布於 2023 年 4 月 8 日
This place will try to tip you off and charge you for things they should not charge for. My GF got makeup on the blankets towles and pillow cases and they tried to charge me $400 at checkout for it and I had to argue with them for an hour to get them down to $200. Avoid!
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Jazmín
入住於 2023 年 3 月
家庭出遊
5.0/5
超棒
發布於 2023 年 3 月 21 日
Nos súper encantó!!! Samara fue de mucho apoyo y nos ayudó a resolver algunos temas. Los chicos del restaurante y bar muy agradables. La vista desde la alberca es increíble y el mar wooow!!! Definitivamente cumplió con las expectativas y esperamos regresar pronto. **Amamos a Milo, la mascota de la casa.
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Verified traveler
入住於 2023 年 2 月
其他
1.0/5
發布於 2023 年 2 月 12 日
Your glass doors closure and lock design is flawed. These have been obviously worked on mechanically. Your glass sliding door shattered on routine closure, with normal and not excessive force. Your night clerk informed me that you would charge me for the door, a full 12 hours later at 2 am . At 5 am he called the police to ensure I pay for damages, instead of calling his supervisor.
The doors are defective and do not close normally. I did not cause the damage to your glass which shattered during routine door closure.
That you did not inform until I was departing and had called the police on me is beyond disturbing.
Please return my $1500 and maintain/ repair your own defective doors.
Please tell me who no one informed me that I would be charged? Why no one was available at night. Why the obviously poor design and defective closure are being overlooked as causative, when it is obvious that they have all been repaired at some point, and please let me know why on earth your desk clerk would call the police and not his superior.
I paid rather than go to jail and not because I caused damage.
Please fix all of your doors.
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Adithya
入住於 2022 年 12 月
家庭出遊
2.0/5
發布於 2022 年 12 月 23 日
This is NOT a five star property. The amenities are close to zero and it has none of the basic or extra touches for a 5 star property.
First the pluses : the beach setting and vibe is amazing. The rooms have a treehouse feel that is very nice too.
Onto the many negatives. It started with them not honoring the ******* food and beverage credit for the 2 restaurants on property, apparently this was only for the rooftop bar (nowhere is this specified on the reservation). That turned out to be the least of the issues.
The water was unexpectedly cut off multiple times during our stay!! I understand it could be a plumbing emergency but the communication around it was bad. When we went to ask at reception, one of the front desk especially seemed least interested in responding and told us ‘Atleast half an hr more’ and that’s it. We also had no hot water during our stay, all our towels had holes in them, no hand soap in the room etc etc I could go on about the other amenity issues.
The other reviews say good things about the concierge service. We had a terrible experience. We had been trying to reach the concierge and front desk since we arrived and we had not received any responses. I have to call out Renato, who was an exception and really helped us out on the last day. However it turns out they had set us on mute/archived our chat prior to that!! If we had been in an emergency, we would not have been able to reach them and that is really terrifying for a tourist destination.
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Christina
入住於 2022 年 5 月
其他
1.0/5
發布於 2022 年 5 月 17 日
Where do I even start. This 'hotel' (more like hostel) was a nightmare of a trip for my sister & I from start to finish. Firstly, the staff are very dis-organise - for example, we were told we had a $350 credit to spend on one of the two restaurants, and that any drinks / food we would order at the hotel beach loungers would also be covered. However, at the end of our first day when I got the bill I was informed that I had to pay out of pocket because our waiter actually came from a café (which is confusingly sat at the entrance of the hotel owned but separately owned) not included in the credit. This was very frustrating for us because the food we had ordered actually came from one of the hotel’s restaurants, but because we hadn’t asked for a hotel waiter we couldn’t pay using our credit. When I raised this with the manager he was not understanding of the matter and did not try to resolve it by putting the bill on the credit as would be expected. Another key example is on our second day when my sister and I rented bikes from the hotel to go visit one of the cenote’s. These bikes were clearly in very poor condition, as my sisters rusty bike chain came off whilst we were cycling next to the highway. I had to borrow a locals phone to contact the hotel to send someone to pick us up, and it took an hour for them to do this despite the hotel only being a 15 minute drive away. As two girls travelling alone we were very upset with the hotels lack of urgency in dealing with this as t
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Nicolas
入住於 2023 年 1 月
其他
4.0/5
很好
發布於 2023 年 1 月 18 日
Hotel muy bonito y estancia muy agradable, el único tema es que la alberca estaba en mantenimiento y no pudimos hacer uso de ella.
翻譯
SABDY
入住於 2022 年 4 月
家庭出遊
1.0/5
發布於 2022 年 4 月 18 日
I picked an oceanview room but it was not oceanview. This should definetely be labeled as partial. It was very dissapointing to me because that ia what i wanted. In the past i have rented many times and have never had an issue. I went to talk to the staff and they were very unhelpful. They wanted me to pay more even though i had already spent a good amount on a room that was falsely advertised.
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Brittany
入住於 2021 年 10 月
其他
1.0/5
發布於 2021 年 10 月 14 日
It saddens me to write this review; as Hotelito Azul was an extremely special trip for me and my Fiance. This is the place where my boyfriend proposed to me - and it holds a very special place in my heart. The staff in the market was fantastic, and they were able to recover from the hurricane in a rapid speed. With that said; unfortunately - there is very bizarre stuff going on behind the scenes as we were charged TWICE for the same hotel reservation. This was a very large charge that I have been fighting since June. My bank has been contacting the merchant as this charge is being disputed and Hotelito Azul is refusing to pay this money back. I worked with the hotel when I was on my vacation to try and solve this as I saw the double charge the day we arrived in Mexico - and they let me know they did not see this charge on their end, however, it is apparent with their messaging to Chase bank that they did indeed see both charges. I really did not want to write this, but I feel it is very important to let people know this prior to booking as I have been now been out the money since June and neither Chase or the hotel is working with me to resolve this matter. I have tried contacting the hotel and unfortunately no-one will help out. Surely do hope this changes and no-one else has to go through this very stressful situation.
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Angel
入住於 2023 年 11 月
其他
5.0/5
超棒
發布於 2023 年 11 月 7 日
Excelente servicio
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jose luis
入住於 2024 年 3 月
其他
5.0/5
超棒
發布於 2024 年 3 月 5 日
Incrível
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Donald
入住於 2024 年 3 月
家庭出遊
4.0/5
很好
發布於 2024 年 3 月 12 日
Very nice room, comfy bed and hot showers! Lighting could be better in bathroom. Would like more normal food on menu. Drink prices very high. And you can take your own beer outside of your room.
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Spencer
入住於 2024 年 3 月
其他
5.0/5
超棒
發布於 2024 年 3 月 9 日
Everything was perfect from the beginning to end.
Our rooms were tidy and clean and also air conditioned.
We had a jungle view room, on the treehouse.
Our shower ran hot and cold water and was clean. No bugs, clean towels.
The pool areas and the beach area felt clean and private.
We heard music the first night but it stopped around 9 pm.
We highly recommend.