Hotel Plaza Kokai — Hotel in Cancún

To be perfectly honest, this was my 2nd stay with hotel plaza kokai. the room rates historically are fair and expectations should be adjusted accordingly. my first stay was for an extended period of time (3 months) and it was a vary enjoyable experience. Which is why I chose to return. However, this stay was incredibly awful. from the moment i arrived the shenanigans began. The hotel intentionally over booked the property where-by not having either of my 2 rooms available ( my stay was for 10 days). therefore, we were put into their Jr suite.. together for 1 night and told we would get a free breakfast... the free breakfast never happened. the compensation offer was nowhere near the cost of both rooms for 1 night. and to be honest the room was worthy of being called a Jr suite. as if that was not enough, i was charged $60 USD for my husband being in my room??? my room was a double with 2 double beds!!! what is more disappointing is the daytime front desk staff was not interactive and had attitudes because i dared to question the overbooking the extra charge for my husband and the unacceptable compensation offer. i did book through Booking.com and reported the matter to them and booking was quite helpful but were not able to secure compensation for the overbooking nor were they able to get the additional money charged to me for my husband. however, they did give me a Booking.com credit to my account. the hotel gave some rediculous excuse about the room being a single room (which it was not). aside from those issues there was a rather large group of travelers whos region and national origin i will leave out but lets simply say their behaviors and attitudes were gruff rude inconsiderate and carried airs of aggressive entitlement. they were allowed to occupy the considerably small pool area from the hour it opened through the hour it closed (approx. 12 hours a day) all the while chain smoking and chain drinking. this allowed behavior was allowed and successfully prevented any other guests to enjoy any time poolside. They hung clothing out of the front of house windows for the purpose of drying them (underwire, swim shorts, collared shirts, t-shirts etc.). which gave the already aged looking hotel a guttural appearance.||i would like to add... the housekeeping maintenance and restaurant staff were amazing. considering the dated and often broken-down condition of the hotel and equipment the staff did an amazing job with their duties. the rooms are kept tidy and sanitized. the hall floors are glittering and shiny. the restaurant is attended with the greatest pride and attention to diners. The menu is decent and considering the hotel setup, the cooks do a good job filling orders. among the restaurant staff Osacar and Orlando go above and beyond the call of their assigned duty.||I wish i could say i will return to hotel plaza kokai but i will not. the fiasco of the rooms and charges and p*ss poor compensation and terrible attitude of the day time front desk staff the beds have not been replaced nor mattresses turned in ages. the mattresses (if i could call them mattresses) were mis-shaped and worn out. they were lopsided and lumpy and contributed to my severe back issues.||the internet is challenging at times. the hot water is unavailable if you want to shower after 9 am ( but this may have been due to the large traveling party and the full house of guests). either way its a struggle to shower late morning.||the hotel is conveniently located to the Puerto Cancun and the major through fare.||i would say beware and keep expectations lower than normal and maybe your stay will be...

This is definitely a 3 star. The rooms are not soundproofed, you can hear everything from the street, surrounding rooms and hallways. Hot water was occasional and water pressure was low. There are cracks around room doors so you can actually see into the hallway from inside the room and vice versa, not great if you are concerned about privacy and security as a woman. They clean the rooms and remove towels which are replaced a while later, sometimes hours later, so you are left without towels for a while each day. After the solarium was left open all night the first few nights I stayed there I went to use it at 9:50pm and found it locked. I was then informed that it was now being closed at 10pm because they didn't want people up there after that. I was disappointed but ended up upgrading my room to a more expensive one with a balcony so I could use it after 10pm - the room was located next to the solarium and I was a worried about noise but since they said they would close the solarium at 10 thought the noise would be gone after that time. Well, after I upgraded my room, the solarium was left open until 10:30 one night, 11pm another night and midnight another night and there were a group of young men blasting music and partying. I was very annoyed as I just upgraded my room based on the rules they imposed and then these rules were just discarded because some of the staff didn't seem to be able to get guests to leave the balcony/even be aware of the rule that it was to be closed. I called the front desk multiple times and they finally responded and closed the balcony. Very poor management and totally inconsistent application of...

Pros: Clean, conviniently located...

Cons: Unfriendly staff, I reserved a room for 33 dlls including tax, at the exchange rate it was supposed to be around 450 pesos but when I checked in they charged me 680 pesos because "their rate" was 18 pesos per dollar... ridiculous, this is a lot different than the normal rate... I asked for a quiet room in the top floor, and they gave me a room next to the elevator on the second floor... we got there almost at midnight and we only wanted to sleep so we went srtraight to bed... The website says "breakfast included" and this is what made me choose this hotel over all the other, well what's included is a continental breakfast only which is not specified on the website. In the morning when we got to the restaurant the waiter asked for a ticket that should have been given to us at check in... guess what... they didnt give it to us, so I had to go get it... I asked for orange juice and I got a fermented juice, it appered to be at least 3 days old, I brougt it to their attention and they just took it from me (no apology) and gave me something that tasted just like the old one but deluited....

Overall I don't recomend this place, the lack of good customer service is very noticeable. We visited form Colorado but we speak spanish, it's very sad to see the difference in service if you speak english or spanish, if you speak spanish or are a national you get a lower service that an english speaking person....

I still have to check out so... we'll se how...