Ennea Hotel - Adults Only

Swimming pool could have been cleaned more regularly to remove leaves and suncream slick.

Staff is very friendly but sometimes seems like understaffed so things take longer.

We booked the superior suite with a bath and the bathroom joined onto the hotel communal bathrooms so you could hear people using the toilet as if they’re in the same room as you, which isn’t exactly relaxing or romantic. And we paid extra for that room.

The service was strange and we never received a proper welcome or any information about where things were, WiFi, how to order drinks/food, or what the hotel had to offer (spa, treatments, excursions etc) until we were two days into our 4 day stay. There is zero information in the rooms.

Everything in the room seemed to cater for one person but there were two of us eg: one chair on the balcony, one snack in the mini bar, not enough coffee pods & only using one of our names (which was just a surname no first name) on notes they left for us in the room. Just felt like it lacked detail and consideration. Additionally the pool bar was not open our entire stay so we had to go up into the restaurant from the pool (which is open to the public) to order a drinks or food.

We also booked a bioluminescence excursion through the hotel (we are English speakers) and it was entirely Spanish speaking which we were never told about prior to leaving. We weren’t told what we needed to bring or where we were going and we ended up swimming in a lagoon which we were told was safe (translated by another guest on the tour)- it turned out there are crocodiles which have previously attacked people in that lagoon which we were not told about by the hotel or the tour guide. The tour was sold next to horse back riding and turtle release so we assumed a 5 star hotel wouldn’t be sending us to something dangerous where we weren’t able to understand what is going on. It just would have been nice to be able to decide whether or not we wanted to swim in crocodile infested waters.

For how much we paid the whole thing just felt very unconsidered and it took away from the whole experience.

I went to meet a friend (who was not staying at the hotel) for coffee and brought one back for my friend who was still in the room. When we briefly returned upstairs, we were immediately followed by the manager and effectively supervised until my friend left the premises. I understand that hotels may have guest policies, but this one was not clearly communicated at booking, and the way it was enforced felt unnecessarily intrusive and, frankly, quite patronizing—especially given the price point and expected level of service. A more discreet or respectful approach would have made a significant difference.

The beds were uncomfortable—the mattresses appeared to be covered in plastic, which made them hot, noisy, and not conducive to a good night’s sleep.

The common areas (particularly around the pool and lobby) lacked airflow, making them uncomfortably hot, and there were a significant number of bugs, which made it difficult to spend time outside the room.

The rooms were very loud - with woodpeckers and birds waking us up from 5am onwards. Though wonderful to be in amongst nature, we just didn't sleep very well as a result.

There was no hot water in our shower.

Noise isolation not great due to the doors having no windows but this is not something they can do much about.

Booking.com used AI to generate slightly misleading room description. No fault of hotel.

Inget negativt att plocka fram.

Room was very comfy, amazing view from the balcony.
Pool was relaxing and got plenty of sun