I just returned from a 6 day stay at this hotel. If you are looking at booking at this hotel KNOW THIS, especially if you have young children. Our first day of breakfast my son had 20 mosquito bites in 5 minutes. There is a lagoon/mosquito hatchery in the middle of the hotel and I think that is the main reason why they have excessive mosquitoes by the outside dining area. We wanted to leave to a different hotel but they wouldnt give us any type of refund so we decided to stay, we arent rich! We had to eat breakfast inside with the fans on us. They didnt affect my wife or myself too much but my son was covered from the first day. We kept an eye on him the whole time and had to covered him with repellent, which cant be good. We tried to avoid the hotel when we could during the day. And sometimes you wouldnt want to be there anyways as they sell Day Passes. Groups of people come between the hours of 1-4pm to fill up and soil the only small pool this hotel has. I say small pool because this is a big hotel and if they are gonna be selling day passes it should be bigger than it is.
And finally they ripped us off. I didnt have the last night of our vacation booked. Even with the mosquitoes, moving to another hotel lugging the baby and luggage it was easier to stay in the same hotel. We talked to Raphael, they didnt have the same room we were in available so we had to change rooms. He said he was gonna give us a deal (10% off) on a Superior Jr Suite because of the hotels mosquito problem. It was EXPENSIVE with the 10% off the total was 240usd for the night. I had a Jr Suite for 130usd per night the previous 5 nights, so this was almost double! We were assured it was a really nice room and we splurged, we wanted to enjoy our last night. Later that day just curious I checked their website and to my surprise the Superior Jr Suite was 190usd regular price (and it was that price every other day for the whole week) I felt bad and I felt cheated. I talked to Raphael and he lied to my face and said the prices go up and down when clearly they do not go up that much within the course of a day. Before I booked I was checking the price all the time and it never changed. I cant believe we were led to believe that we were getting a discount when actually we were being over charged. When I brought it up they didnt care to do anything about it. The management at the hotel does not care about customer experience or satisfaction. I work in tourism also in Mexico and I can tell you these people just care about money. I would recommend staying somewhere else!! Front desk and management need to take a course in customer service. We also wish they would use less plastic, lots of plastic cups and water bottles. There were lots of cigarette butts everywhere the hotel and beach, it would be good to have ashtrays and maybe signs so people remember to be responsible.
To not be totally negative the first room was great, good bed, very clean thanks to Ivonne the cleaning lady, who was great. The Superior $$$ room has a really bad worn out bed (your could feel the springs), thats what you get for paying the big bucks. Jacqueline the server was very friendly as well, most of the servers were too. Chef Marilus also made us feel welcome. Oscar the bell boy was super attentive and he actually helped us tons, he knows how to treat people.
I would def go back to Holbox but I would never give this place any of my hard earned money again. Thank you for taking the time to read this I hope it helps with your decision and your children dont suffer like mine did... read more