Hotel Playa Del Carmen — Hotel in Playa del Carmen

Unpleasant experience at OYO Hotel. Their advertisement on BOOKING shows that they offer Free Parking. I was coming after a long trip of buses and airplanes with my mother and wanted to finally rest being 08:00 PM when we got to the hotel. This happened last Saturday September 10th We parked the car in their hall which is perfect for parking and since they offered it on their Booking profile we then thought was perfect. Receptionist immediately greeted us just by saying we couldn't park there. Confused, I asked if they had their parking lot close by, he responded they had none and that they cannot confirm parking availability. He asked me to find somewhere to park the car, otherwise I would not be checked in. I had my booking confirmation by then, with my credit card details on the reservation and had a penalty in case deciding not to check in... NOT THE FAIR SITUATION FOR A WRONG ADVERTISEMENT. I called BOOKING and they said that I had better to clicked on "show more details" where I would find that yes, free parking is offered but PUBLIC PARKING. Little do they know that THIS HOTEL IS LOCATED ON BENITO JUAREZ AVENUE, in Playa del Carmen's city center WHERE THERE IS NO FREE PARKING so this information was false, and Booking's staff did not offer any solution. I asked them to call the hotel and then try to arrange an agreement that could spare me from cancellation charges. He then agreed on calling while I was on hold awaiting for them to talk. 2 minutes went by and the hotel phone did not ring at all, so checking on my mother who was already falling sleep of tiredness I decided just to ask the guy to tell me options where to park and immediately the Booking correspondent, who was listening to my conversation with Frontdesk got back to our call and said if he then could stop calling and let me finish the arrangement I was making with the hotel... This was unacceptable since I was waiting for them to have the arrangement and he would only limit himself to hear my conversation and then take it as a job done. BOOKING: Pay attention to your hotel options, what they offer and the location, since THERE'S NO FREE PARKING as guaranteed! You owe at least an apology for your poor service which I regret having Booking as my best tool to have my reservations arranged and the solutions given here where cero accommodating and disrespectful for how the whole...

Horrible experience. I would have given zero stars if I could. Me and three more people visited this place few days ago. We decided to ignore the fact that the guy at the reception didn't make us feel welcome from the very start. When we arrived in our rooms my brother has used the toilet discovering only later that it wasn't flushing properly, making it impossible to use. He then proceeded to have the most unconfortable and cold shower ever. When we asked for assistance, the guy at the reception couldn't be more careless and helpless. He was very rude to us, blaming us for what happened to the toilet and telling us that he considered that water to be hot. He also flooled us making us wait for a plumber that has never arrived. We decided to leave immediately and he also refused to refund us. Please avoid this place...

As soon as we arrived at the “front desk” if you can call it that way, a very rude employer/manager/maintenance guy, didn’t welcome us and couldn’t find our reservation. After a little struggle he didn’t provide any infos about the parking space or anything else. The room was dirty and the bathroom was broken in all the possible ways: no hot water and just a drip, the flush was a bluff. So we called the manager who told us to wait for the maintenance guy but never showed up. he didn’t provide any other option for us so we had to leave immediately. He also refused to refund us. We were there to celebrate Halloween and the nightmare started...