Mayafair Design Hotel — Hotel in Cancún

Very Disappointing Service – No Flexibility for Honest Mistake

Update: After trying to contact the hotel again, we were told that no one at the property speaks English at all. This was shocking, especially for a hotel that receives international guests via Booking.com. If you are an English speaker, I strongly advise you not to stay here — communication will be extremely difficult. We even tried using a translator app to explain our situation, but they still refused to help. Do not let this hotel ruin your trip! We booked this hotel through Booking.com for a 3-night stay. Unfortunately, we made an honest mistake in selecting the start date. As soon as we noticed the error, we contacted the hotel within one hour of making the reservation — specifically, on Tuesday night, May 20th, 2025, between 11:20 PM and 11:40 PM.

We asked if it was possible to shift the booking by just one day. We understand that our reservation was under a non-cancellation policy, but in our past travel experiences, hotels have usually been understanding when informed quickly — especially when the request is small and clearly unintentional.

The hotel staff told us that they could not make any changes through their system. This was surprising, because most hotels have centralized systems that allow them to manage bookings from different platforms, including Booking.com. In similar situations at other hotels, staff have always tried to assist or find a workaround.

What made this more frustrating is that this happened on the first day of our trip, and it left a very negative first impression. We weren’t trying to cancel the whole booking or cause any disruption — just to move the dates slightly due to a simple mistake that we addressed immediately.

This experience showed a clear lack of flexibility and customer care. We hope the hotel will review how it handles these situations in the future. Honest guests who act quickly should not be punished so harshly for...

Not recommended. This hotel has a few different names: Suites Costa Cancun / Mayafair Design Hotel / Essenzia / others. This is an Older building. My door had a broken 2nd lock. The water took about 2-3 minute before it got hot. The location is hard to locate online. Not all tours understand this address. It is located across from Dreams Sands Cancun resort (back entrance). The main entrance is on the west side. The east side of the building with the two huge statues is back side when entrance on 2nd level. They had poor toiletries, that might have been leftovers I believe. They did not use the plastic newer shampoo/conditioner containers. The toile paper holder fell off. The worst part for me was the lights in the hallway are constantly on and very bright and the drapes do not cover much light at all. So it is VERY LIGHT when trying to sleep. I do not recommend a room that has waiting chairs nearby as you might hear people sit there. The walls / door do not block much sound. The internet was Poor, it disconnected many times. They had 2-3 different wifi connections. I managed to survive with their internet, and able to log onto netflix (though sometimes poor quaility). The AC worked ok enough when directly in the path. The Staff was friendly, the location is ok to walk to Hotel Zone, about 5-10min. I do not really recommend this location. Sure $44-53/night (or $35/night with the 4th night free) is cheapest for having your own room but you shouldn't...

Having extended my return flight, I decided to book 1 night at this hotel as my friends were staying there and said it was a decent cheaper option (I was staying at the Krystal Grand before this). A few days earlier I walked into reserve a room for my last full day in Cancun (feb 24) and paid by credit card. I explained very clearly to the clerks that I was booking a room for Feb. 24. They processed the booking and on Feb 24 I came to check in only for the manager to tell me that his staff booked me for Feb 20 instead - the day I walked in to make the actual booking. I explained this was a mistake and that I had clearly explained which night I wanted to book and that my friends (also guests of the hotel earlier that week) were present). The clerk simply didn't understand and wrote down the wrong date on the booking form. The manage absolutely refused to refund me and said its not there problem, and they have charged me for a night I never stayed at the hotel!!! ||||I still stayed there my last day as I didnt want to waste my day looking for hotels, which of course they charged me for, and this room had no hot water at all and also the shower barely had enough water coming out of it.||||A COMPLETE AND UTTER DISASTER - The hotel manager on top of it yelled at me and threatened to not even book me a room for that day. AVOID THIS SCAM OF A HOTEL...