Hotel Casa Turquesa — Hotel in Cancún

I’ll preface this by noting I had stayed here a couple years ago, but had such a bad experience I resolved not to write a review so that I could forget about it. However, I’ll tell you about my experience so you’re aware of the type of customer service you could expect to receive.

The reservation was booked through RCI, which has a policy of booking stays in one-week increments. As such, the original reservation was for June 17-24, but I emailed the Casa Turquesa reservation desk on April 19 to see if there was a way to rearrange the dates to make it fit my itinerary. Alan from Casa Turquesa responded and told me there was no way to do so, so I just confirmed with him that I would not be checking in until June 20, unlike the original reservation of June 17. I confirmed a second time with him on June 12 just to make sure that everything was good, as I had heard there have been other accounts of people having difficulties checking into hotels in Cancun. Alan did confirm my arrival date on April 28 and June 13 respectively, so I was confident everything was good.

When I arrived at Casa Turquesa, I brought the email correspondence as evidence of my reservation, but the manager, Mus, was extremely rude and unaccommodating. He claimed that I should have called them in advance, even though in the confirmation email Casa Turquesa sent me, it states that should there be any changes to the itinerary, one could call or email them. I did not call because that involved international charges, and I had already emailed them confirming things twice. Mus did not honor the reservation, and when my friend attempted to step in to talk to him, he told her that “he could only speak to one person at a time” and condescendingly asked if he should talk to her or me. He continued having a patronizing attitude and had no semblance of customer service, as he was not willing to work with us, stating that “there is no money involved, so there is no problem with them”. However, it was an employee of theirs of confirmed everything was in good order, and as such I tried to tell him that. He refused to listen to logic and in the end, wished us “good luck” in finding another place.

The hotels in the nearby area were all expensive, and it was late at night. We had limited resources, and so walking to downtown Cancun was unsafe and dangerous, and it was extremely expensive to take a taxi. As such, we were planning to sleep in the lobby because there wasn’t any other option available to us. We were just three girls tired, hungry, sleepy, and frustrated with our experience. Mus refused to help us until speaking to Alan, who he said would be there at 10:30 am the next morning.

In the end, we were able to stay in a room because someone “didn’t check in”. However, I find it unbelievable that in a city that receives a lot of tourists, we were subject to the worst customer service experience and went through a lot of frustration and fear that we would not have a bed to sleep in that night, despite having taken all precautions and being calm and reasonable the entire time. Mus needs lessons in empathy as well as in customer service, because he clearly does not know how to treat people correctly. Customer or not, there was no hospitality and no sense of responsibility from Mus in Casa Turquesa, and that type of ill treatment deserves...

Paid about $600(week)for a single king bed room with ocean view that also said it included a hot tub which is also displayed on the pictures via their website.

When we arrived the room that I paid for wasn't available because the individual(s) decided to stay longer from what the hotel manager said. He then offered us a room with double beds that were queen size. I asked for the room that I paid for 2 weeks in advanced. He then said he would upgrade me. Took my lady and I to a room closer to the beach. It was dirty, the AC wasn't working and the windows were nailed in shut.

I go in to explain the much inconvenience that we are going through and what I payed for, he seemed very irritated as well his assistant.

He then tried to offer me the room with 2 doubles and said there was nothing else available. I go on to show him what I paid for. He say's to me "you get what you pay for".

Next he shows us to a room upstairs that supposedly cost $200 a night. It was a nice room..nice view, nice ambiance. We proceed to the bed. Its hard as a rock, we cut the AC on and open the curtains for the view. We go to take a shower, assuming the water needs to warm up like any other hotel or house. The shower doesn't heat up, stays less than luke warm. I go downstairs(1 flight down) to make the 2 host in the entire hotel aware of the issue. 1 of the host tells me that someone will be up in about 5 minutes. I waited 20 minutes. Still had the water running just incase it warms up. I go back downstairs and the lady host seems irritated and proceeds to tell me someone will be up.

After the 4th time someone finally comes up and checks and then says he would go outside and turn the hot water on....never did. We just bite the bullet and took a cold shower and went to get a drink.

We come back to the hotel, dreadfully but hoping to relax and hit the beach. When we get back the water is still cold. Somewhere between the time we went to sleep(11pm) and woke up(8am) sweating and hot. There was a big puddle on the ground from the mini fridge, the ice inside melted. They cut the electricity off and claimed that the whole hotel zone has lost power, yet I could see their computers were on as well as credit card machine.

We decide to finally just book another hotel. Before we left we were hungry and thought to grab some food since its right there near the pool. They only had orange juice(not real) and water and a 3 food options.

Overall the experience was the worst I've had. Also, the hot tubs don't work even though it says its included. The bar side pool, no one is ever there(from what...

Wow, such a special place. My husband and I loved it. We are artists and love a place with soul and personality, someplace unique. This was that. The staff is great. I read all the reviews and was very glad I knew in advance that: the hotel room safes don't work, beach towels are not supplied for you, the pillows are lumpy (like so so lumpy... I elected to sleep on a decorative pillow wrapped in a nightgown instead) and the beds are hard. The sheets and blankets were itchy ( but once I found a long sleeve 100% cotton top and long skirt to sleep in, I didn't feel the itch and slept fine!) I also read in advance that it takes a long time for water to heat up, and there are tons of nude statues and paintings ( I guess this isn't cool with some parents of small kids). Some things that were not stated in other reviews were that the phone in the room didn't work, the paint is chipping everywhere, the spa and tennis court are non-functional, much is under repair. BUT IT IS SOOOOOO MAGICAL. The view, the size of the room, the outdoor massive tub on our balcony, the quiet beach with the bluest water.... The beautiful pool that was never over crowded, the most amazing delightful funny beautiful woman at the front desk.... Lots of great aspects. The food in the restaurant is mostly shelf-stable fare, but it was good enough to eat a couple of times. We DID adore this hotel but we did NOT like the hotel zone; no good Mexican food anywhere, the whole hotel zone is for Americans, priced for Americans, Ew, not why we left America. We went to the grocery store and ate groceries mixed with room service food. One night we took an uber to downtown Cancun (outside the hotel zone) and had the BEST time! We had interesting street food, heard live music, saw people dancing in the center plaza, etc. The value we got from the hotel for the price we paid was off the charts. You just need to find the charm in things that are chipping or broken or unavailable. If you like thrift store clothes, quiet beauty, loads of history, and oodles of quirk, this is for you. If you want something where everything works and you can't deal with a little rust/chipped paint/broken this and that, then this is not for you. Any artist friend of mine...