SuitesMB

The constant smell of cigarette smoke in the hallway.

Only 1 soap , 1 toilet paper and no shampoo was provided for 4 nights stay.

Habian muchos mosquitos, me la pasé matando mosquitos, cosa que no me pasó en otros hospedajes de playa del carmen. No tienen personal de recepción, pero responden los mensajes que envias por consulta.

El pésimo servicio al cliente, llegamos el 23 de diciembre y el servicio sanitario no tenía agua, escribimos para que nos resolvieran y no contestaron, tuvimos que llamar a booking directamente, le mintieron a booking que iban a resolver de inmediato y resolvieron hasta el 26, tampoco nos quisieron pasar de habitación pese a que la que nos asignaron era distinta a la que reservamos en booking, por tema de fechas y demás no nos pudimos pasar de hotel porque todo estaba lleno y lo poco que había disponible estaba muy lejano y con mala ubicación.
Si reservan en este hotel se arriesgan a esta situación u otras y no resuelven, otra cosa en la recepción es pura fachada porque nunca hay ninguna persona.
Yo nunca me volvería a quedar en este lugar donde arruinaron nuestras vacaciones

Nada

Communication and WiFi

Internet didn’t work properly (we had WiFi signal but just one bar, I needed to work but I couldn’t download any page, it just didn’t work at all, frustrating to open any app) I could firmly say we didn’t have any WiFi in our room.

Obviously, I tried to contact the staff through the booking app but he/she never responded back, he/she was clearly avoiding the WiFi conversation, in the chat when I was being very specific about it and I told them the WiFi importance for us. They never responded back to our what’s app calls either. They said they were not following up through what’s app (even the property profile says that they have that what’s app number able to communicate) but apparently neither the booking app chat. This issue was from the beginning even before we arrived, I was as trying to ask them about the utensils they have available, a list of what they have and never answered on time. They answered back very general but until the first day, too late for planning bringing something else from home.

There was no internet. The management was responsive but these things can take time to fix and the problem was not resolved during my stay. Very helpfully, the management paid for me to access a shared work space within walking distance. That was a good solution, their idea, and I am very grateful to them for being so active and helpful in finding a solution.

Wifi wasn't working. The place was very very dirty. Toilet Wouldn't flush. Walls were moldy. 1 toilet roll is ridiculous. Also there wasn't any soap even if there rules state there should have been. Walls were so thin we heard a dog scratching the walls all night. Avoid at all cost
Only advantage is that there was a laundry place nearby and el fogon restaurant

My toilet was making a weird and annoying sound.

We didn’t get the WiFi at all . There is no signal at all for the WiFi , we couldn’t even do check in properly because of that , we had to pay a lot for taking sim

answer time of staff, delays in reaponses and solutions

It is quite expensive.

I could not check in nobody was there. My flight was late i called as soon as i landed in cancun said i was going to be there at 8pm. Nobody replyed. Once i arrived nobody was there i had to book another room. They replyed once i checked in in the other hotel...saying some one was waiting for me...they offered full refound. Still waiting for the money back

The cooking appliances were too old and wasted/rusted, very used. When entered the room, for example, the TV was full of dust. The Mattress base was also full of dust.

I had to buy many things considering it was a one week stay.
Dish towels, kitchen knife, sponge, cutting board, etc.
I even had to buy my own toilet brush.

But, it was worth it with 2 stores with housewares but a block away.

The unit was sparsely equipped. No dish rack, or kitchen towels and no spatula. Basic necessities are missing. The patio doors and windows were filthy. The coffee maker was in terrible condition and needs to be replaced. The staff took a long time to answer and when they finally did they were rude. Whomever is managing this building is not properly trained or experienced. Response should be sent within hours not days. Completely unacceptable. Horrible customer service.

A lot of loud, not well isolated