Estudios Selva y Mar — Hotel in Playa del Carmen

|I am extremely hesitant to write a complaint as I myself know how vital a good online presence is for businesses, however I have never EVER in my life encountered anything like this. ||After the encounter I had with Estudios Selva y Mar Playa del Carmen by BFH, I will file a complaint. || I booked my stay with Estudios Selva y Mar Playa del Carmen by BFH, even I was in contact with this accomodation prior to my arrival where I was reassured of my stay (my request was about wifi). |When the check-in date came I was standing in front of locked gated after a very long travel to the accomodation.|| I did not receive any check in instructions nor did I have any mobile connections due to having a foreign sim card. Also me ringing the bell for 15 minutes did not provoke any response. I was just left standing in front of the accomodation with all my luggage and no reply.|So finally I went to a store and purchased a Mexican SIM card (!!!) only to call and to see why no one was letting me in. |I checked the booking site, and finally I entered the check in time between 15.00-16.00 (which prior I didn't know what time id be coning so I only could do it then) and promptly got a manual confirmation of the checkin time.||I called the accomodations number and asked how I could do the checkin. On the other end of the line was a very rude and annoyed lady who told me, that they had overbooked their place and my booking was cancelled. Me, standing in front of the accommodation, packed bags, after an extremely long day of travel, having received no notice prior, felt nothing but shocked.||There was no apology, nothing, just an attitude like "sorry we have run out of rooms" as If we were in a supermarket and had run out of something as basic as Cereal, and as though I had to feel sorry about asking for my room.||Then I was downright LIED to: she said "we messaged you on WhatsApp, that your room is overbooked" which is an absolute lie, as my phone number on booking is not linked to any WhatsApp account. I have never been told in advance that my stay was not possible.||When I finally asked her, where she thought I was gonna stay that night she said: We have other studios if you're interested WhatsApp me under ..." contrary to what I would expect in such situation: the accomodation organising a similar place, genuinely apologising for the inconvenience, no I was the one asked to chase them for another place somewhere else in town, and to contact them.||After maybe 2 minutes our call was finished, I was left standing outside with all my luggage and no place to stay. I was extremely shocked by what I had just encountered and rude and arrogant customer service, not even bothering to assist me in this situation.||So again, to put it shortly:|I arrive at place. No one lets me in. After the hassle of buying a SIM just to call I was told I was overbooked and they cannot take me anymore, I was contacted on whatsapp a lie, I don't have whatsapp with the work phone|If I wanted I could contact a certain number for a similar place,they cannot take me and leg me staying outside in the cold, no apology given, no help offered, bye-bye||This place...

I love the location, close to the beach and 5th but far enough from the noise. It's very quaint and cozy, the rooms tucked away from the street, a little garden in the atrium. Need to collect the keys at Casa Tikul down the street, and the staff are super friendly there. Pretty good water pressure and hot water. Netflix!

The way the place is built, there are windows connecting the rooms and you can hear what is going on in adjoining or upstairs rooms. Other things make up for it though. Some ants around, as it is set in a garden, so keep the place clean! Sometimes you will need to request cleaning services, the weekday lady...

Okay for a quick drop down, however the TV did not work, it was hard to find as for my room there was no warning that it was separate to the main location. Partly my Spanish wasn't good enough so we had a breakdown in communication, however I felt this info should be on the booking. I had my luggage elsewhere so after a long day, hours at the beach and some drinking this felt very hard and could have been sent on Whats App sooner. I would say the fridge was very loud and you can hear the noise from rooms above. I think compensation could have been rewarded and I would have felt...