Aquamarina Beach Hotel Cancun — Hotel in Cancún

Reserved this hotel because we had previously booked here and had no issues. But it was different this time around. All our reservations were done through Best Day, upon arrival we waited in the reception area and there were two gentlemen who dismissed us and acted like if we weren’t standing there waiting to check in. Then they did not want to check us in because according to the staff we were charged the “at the mexican rate and not the us rate” which made no sense because if we had to be charged a different rate Best Day would’ve charged us as such. We asked since when was that a policy and they stated “it’s always been a policy”. We have always booked with Best Day and never had that issue in any other hotel or resort including this one. Upon asking what difference did we have to pay they purposely made us wait to see if we would loose our patience and pay extra. I was not going to pay additional cost if everything had already been paid for. Once they finally came back to attend us they stated we did not have to pay anything because we had additional funds in our favor. Once they started handing us the keys to the rooms we had reserved (which were 3 rooms, for 6 nights and 7 days) they stated they had to upgrade one of our rooms because they didn’t have anything else available. They told us we were not allowed to use the kitchen area in that room if we did we would be charged an additional $900 pesos daily. We still had to pay the additional taxes required. We gave the gentleman checking us in the total for the taxes and he stayed standing expecting us to give him more money, I asked is there money missing and he nodded his head telling me yes. At this point my sister tells him no that’s more than enough and he proceeds to give us our change. The housekeeping I have zero complaints about other than they would turn our AC off every day after housekeeping. No one wants to return to a hot room and have to wait for it to cool after a full day of being out on the town. Housekeeping staff are very friendly and respectful I have to give them that. It’s the front reception staff that have the worst attitude. It’s very loud, most nights I wasn’t able to get much rest as other guests have zero respect for others and will yell at your door at all hours of the night. The beach area is very dirty. The pools are clean and decent. They won’t change your towels daily so make sure you take your own towels. Bed sheets aren’t changed...

Checked into this place January 15, 2023 and showed my US passport. Receptionist there said the prices we had paid (through our Chase points) were for Mexican nationals. I explained that I was, so I had to produce documentation. As I was born in Mexico I had to show him proof, which I pulled up on my phone. He insisted I had to print it out at the convenience store across the hall, where I paid $1 USD per page.

CHECK-IN: Finally checked in once I provided the printouts and paid the necessary taxes for the room. Then, the employee proceeded to hand me a TV remote to take with me to the room! As we head to our room, a lady near the lobby tried to give us what sounded like a timeshare speech, but I thanked her and quickly got in the elevator.

ROOMS: The rooms were stale and had a “vintage” vibe. There was a foul sewage smell coming from the sink, so I closed up the drain and opened up the water to keep the smell at bay. Checked for bedbugs as a precaution - thankfully none, but found the mattress had come apart at the seams!

PROPERTY: The beach is okay, but the views are obstructed by the boats on the marina. Don’t expect a lovely sunset, as the sun sets behind you over other hotels. The pool is decent, and you can check out towels for use. There appears to be an abandoned building across the parking lot.

CHECK OUT: As if the checkin process wasn’t tedious enough, at checkout January 16, 2023, where I had to bring back the remote, the lady says the room had to be inspected before I could be checked out, and that we had to wait 5 minutes. We sat there at the lobby and waited. 40 minutes later I go back up to the desk to ask if the room had been inspected and she said, “yes, all good!” Could they not have let me know so I could leave the awful place?

Only upside is there are decent restaurants within walking distance...

Listen to the other bad reviews and do not stay here… if you do, do not pay the all inclusive package. The food is horrendous, they had raw meatballs on the buffet that were nor hot or cold… The midday “snack” is watered down nachos, and the cheapest looking pizza I’ve ever seen, imagine worse than Totino’s frozen pizzas if you’re from the US. We basically ate salad there and had to get food other places.They say they will charge you if you use the mini fridge or kitchenette in the room, normally those are INCLUDED in a All-Inclusive package?? The towels they have are extremely rough and ripped up. The bathroom has no exhaust fan, once you shower it stays humid in the bathroom until the next day midday. If you have asthma or mold allergies I do not recommend this place, I had a very bad flare up in my 3 days stay. The service at the front counter was awful, Esther is a very rude. The breakfast waiters are also VERY RUDE. If you have CHILDREN, this place closes the pool at 8. If you plan to stay here and go to the beach all day there will be no time to enjoy the pool when you get back because they close it so early? The beach area they have is black and full of seaweed… The most disappointing part. The margaritas and pina coladas are also pretty bad, watered down and chunky ice. Beds are hard, they are also not a queen size my husband and I sleep comfortably in a queen size at home but here we slept separately because the beds are so small . If you want GOOD sleep this is absolutely not the place for you, the doors to rooms have 1 inch gap above and below the door, you can hear every car passing by, every single conversation, every single thing. Honestly don’t know how this has 4 stars? Maybe 4/10 but def not a 4 star place. Will...