Smart Cancun — Hotel in Cancún

This hotel is an absolute shambles. First thing to note is the manager (David Cruz) refused to refund our ‘Tourist Tax’ payment of approx $1260MXN ($140MXN per night) for the 9 nights we didn’t stay, as we had to check out early due to the endless issues at this absolute dive of a hotel. He is an untrustworthy thief and abuses his power over foreign travellers.||||If you read the other reviews (wish we had!) not the first time he’s done this by the looks of it!||||The first room we were provided with had a broken door lock and was therefore not safe, so they offered us a second room.||||The second room was directly above an incredibly noisy fan outlet, upon investigating the noise I opened the window to see where it came from and the air pressure from the unit below was so much the curtains hit the ceiling! I cannot believe ANYONE has ever managed to actually sleep in that room.||||The third room was at least quiet, but was dirty, had broken electrical outlets and a shower that didn’t have temperature control, and the morning after failed completely and wouldn’t turn on.||||We reported these issues to reception who said they would fix it (Thursday evening). They said we could pay to upgrade to the sister hotel if we were not happy with this one (we didn’t want an upgrade, just the basic facilities - such as a locking secure door, some peace and quiet and a working shower - all too much to ask for here!)||||Friday, nothing done. Complained to our holiday provider who said they would get the hotel to confirm a refund for the unused nights and we could be on our way. Chased them all day to confirm the refund and eventually in the evening they said reservations were now shut, and they couldnt confirm if they could refund us for the unused nights but would in the morning tomorrow (Saturday).||||Chased them Saturday, no response at all until Midday, where they said reservations were closed for the weekend and nothing could be done.||||After much back and forth and deciding to not let these untrustworthy thieving criminals ruin our holiday, we took our chances and checked out to find alternative accommodation at our own expense. Manager refused to refund the cash "tourist tax" paid, gave no good reason and told us we were not allowed to record the conversation to pass back to Thomas Cook our holiday provider - shady or what?!||||Outside of these issues, the rooms are outdated, in poor states of repair and very very dirty. Huge gaps under doors, not safe or secure. This place would be shut down if it was in the UK, and the manager would be in prison!||||Please read the other reviews with similar experiences. I have never had to leave a bad review before like this for anywhere, but truly need to warn anyone off staying in this horrendous establishment with it’s corrupt manager.||||Building works going on here too... photographed outside for when they enivitably try to deny it here - if you enjoy the sound of loud drilling whilst on holiday, book now to ensure maximum time...

i have very mixed feelings about this place. me husband and i were down here for a week, and for the most part, we enjoyed our stay. the staff was friendly, the beds were nice.. but some simple improvements really need to be made.. like a shower curtain that actually fits. updated fixtures.. air conditioning that actually cools AND doesn't sound like a small plane taking off.

what really got me, though.. was that we were told we could go over to the bigger Oasis sister hotel, and hang out at the resort for the day. we missed the bus over, but were told that was okay, we could get our own transportation over. no limitations or other instructions were mentioned. so we hired a ride, went all the way out there.. were told to go to one building, where our driver drops us off and leaves.. only to be told to go to another building, and then another building. all up a steep hill, of course. when we finally got to the correct building, we weren't let inside because apparently we needed wrist bands. it took TWENTY MINUTES of being treated like criminals at the door to be told that.. and another ten before we were allowed to go wait in a massive line to talk to the concierge about what was going on.

when we finally got to the concierge, they told us our hotel was supposed to give us a pass, which we would then use to pay for wrist bands to get into the resort.. and by the way, we weren't even allowed to stay there at all after 6pm (at this point, it was 5:30pm, we started this journey just after 2pm). none of which was mentioned by our hotel OR the website. we asked if we could at least pay to eat in one of their restaurants since we hadn't eaten all day, and were told no, that we had to leave.

so now we had to the back up another big hill to get to the edge of the property to get a ride (which.. by the way.. is just awesome to have to walk all over the place for nothing when you have severe back pain).. only to be treated extremely horribly by the cab stand there for not using THEIR service.

we also emailed support when this happened and...

We recently stayed at this hotel for a week duration. The location of this hotel is good, as it's close to the town and street markets of Cancun and most of the excursions do collect and drop you in front of it. The have good facilities like 3/4 different outdoor pools and 4 Jacuzzis and food from restaurant (we only had breakfast) was good with different options.

However, the negatives were greater than the positives on our stay. The reception staffs were awful, delusional and did not carry themselves to help (they thought we didn't understand Spanish!!). We put forward queries which they could not communicate back to us prior to our visit and on the day of arrival; they did not do anything till the last day of our stay to mention about this coupon we were supposed to receive which by then was too late.

The room (616) shower is horrible and does not have a mixer which means it's either cold or very hot. Also, the shower pressure was weak, and water was dribbling rather than flowing so after a long day out, we had to suffer in cold showers. The shower area could have been a bit cleaner. Hotel personals could not rectify after 2 visits but after complaints, offered us another room which unfortunately, we found the bed had stains and was unclean (shower had the same issue so no point of moving across) - room 611 and 612. We took pictures and showed it to the reception supervisor.

Our room was on the roadside and so it was noisy and can be difficult to sleep at night with all the noises.

About the restaurant - They have to start opening for breakfast earlier than the time they do which is 7 - 11 because most excursions start at 6am and so there is no way to have breakfast! They must be more understandable and find a reasonable solution - it's a shame that we could not enjoy what we paid for

Our vacation could have been better if our stay here was good. We wouldn’t consider this hotel...