Aruma Ha — Hotel in Isla Holbox

WE WERE ROBBED. A male housekeeper BROKE INTO A HOTEL SAFE and took all our money! After that he quit. Before coming here we got a note via booking.com messenger that we should bring cash as there is difficult to use credit cards in the restaurants and bars and that ATM many times run out of money. So we did. When checking in the manager specifically said to put all money and valuables in the hotel safe. So we did. On the 2nd day we came back to the hotel and found the doors of our room widely open. The manager apologised that an employee that was cleaning the rooms unexpectedly quit while cleaning our room. We were shocked that they did not at least close the doors of the room as we had laptops in and other valuables inside the room. After a couple of hours we needed the cash and tried to open a hotel safe but the lock was stuck. It was working perfectly in the morning and that made us feel a bit uncomfortable. After numerous tries to open it we contacted the manager and we tried to open in together with her key copies. She brought all copies of all the safes in the hotel and we tried one by one. No luck. The maintenance personnel came and forced open the hotel safe. The passports were in, Euros were still in, but ALL US DOLLARS WERE GONE. After that we were dealing with the police until early hours of the morning and when coming back to the hotel we found the copies of all hotel safe keys still on the fence of our door accessible to anyone! They do not care about the safety at all! The whole time staying here (5 nights) we were dealing with the police, the owner and the manager. The manager and the owner handled the situation very badly. I am still shocked by the lack of help they offered us. They did not clean our room the whole time, did not give us clean towels, no eye contact, turning away from us as soon as we stepped into the hotel premisses. In the end we felt like we were the the guilty ones. We are utterly...

Reservamos el hotel con 20 dias de antelación. vacaciones de 3 amigas que ya habian ido a la isla y deciden probar este hotel por precio- calidad. ||Empezando porque llegamos a las 11 de la noche (en lancha pagando extra) y nos encontramos que no hay persona para hacer checking, nos dicen que es que el encargado ESTA DE FIESTA TOMANDO.... muy fuerte.||||La chica que estaba alli de la limpieza (creo) nos da una habitación sin mirar la reserva y nos indica que la puerta no cierra. La CERRADURA ESTA ESTROPEADA por lo que no podemos cerrar. la verdad que me quede intranquila pero nos dice que hay camaras que no nos preocupemos que aqui nunca pasa nada. ||||Al dia siguiente nos levantamos con un mail diciendo que NUESTRA RESERVA ESTA CANCELADA. Pensamos que era un error y bajamos a recepción donde un chico super desagradable nos dice que no, que el lo ha cancelado porque nuestra reserva empezaba un dia antes y no vinimos. No quiso ni mirar mi reserva en la aplicación. Nosotras sin entender nada. Nos dice que si nos hace un favor nos deja quedarnos pero solo 2 dias de los 6 reservados. Que HA ALQUILADO LA HABITACIÓN A OTRO GRUPO DE GENTE QUE SE QUEDA MAS TIEMPO||||impresionante la discursion con este señor que no atendia a razones y se levantaba de mostrador y se marchaba. ||Decimos ir a desayunar y despues marcharnos pero aqui viene lo peor.||cuando llegamos pillamos al señor diego en nuestra habitación que baja corriendo y nos dice que estaba arreglando la cerradura de la puerta...||||Nos vamos del hotel y cuando llegamos al otro que nos toco reservar corriendo. En la maleta faltan 100€. nos robaron más de 2,000 pesos.||Entonces entendimos porque este señor que no nos quiso dar el nombre del dueño ni del responsable, no nos habia cobrado por esa noche... porque se la cobro el solo. Fuimos a decirselo y nos contesto "que en el hotel no habian aparecido 100€, que solo nos habiamos dejado un champú.." ni siquiera lo nego. se levanto y nos dejo de nuevo solas en recepción.||||Si sois chicas viajando solas no vayais alli y si vais esconder las cosas. 5 años yendo cada verano a Holbox y es la primera vez que ha pasado esto. Nosotras con tener cama limpia nos sirve y nos fiamos siempre de los sitios, y por inocentes dieron nuesrtra habitación al mejor postor, sin mas explicaciones y luego se "cobraron" la noche por su cuenta.||||Diego no creo que sea la primera vez que lo haces. espero que disfrutes el dinero.||||ENCARGADO DEL HOTEL, YO QUE USTED MIRABA BIEN A QUIEN TENGO AL MANDO QUE SE VA A TOMAR EN LAS NOCHES Y ENCIMA DESAPARECEN COSAS DE LAS...

We were very grateful for our stay here. There was a mix up with our booking (fault on our side) and Jonathan went above and beyond to make sure we could stay without any extra cost. He was so helpful with booking a tour to see the bioluminescense and calling a taxi when we needed it.

They had very bad rains when we arrived so the whole island was flooded pretty badly. This made this location a bit far from the center and restaurants.

The pool was not entirely clean and we couldn't use our hammocks because there was mold on them. It didn't feel very well...