Illusion Boutique Hotel — Hotel in Playa del Carmen

Not only is the hotel in disrepair but downright dangerous with ( police tape) holding the railings together on the top floor. The non functional elevator serves as a rat habitat. The bed bugs are amazing and long lasting fun on your feet and ankles weeks after our stay is over. The pool which looks amazing is only 15 inches deep, 20x12 feet. ||Lastly "the crème de la crème" is that the hotel manager (Miss YASURI) knowingly gave us a defective lock for the room safe. Then again knowingly upgraded us to the top floor which was the "only room" that did not have a direct line of site from the pool as well as the only floor without updated and functioning cameras so no evidence of the crime that occured three days later. The thieves (thief) then opened the door to the room with a key (no break in at all) to have at the room to rob while we were only 50 feet away one floor below at the baby pool. The view again obstructed by the non functional elevator. They robbed us of over $40 thousand in cash and jewelry as well as devastating loss of jewelry from my wifes deceased grandmother that cannot be replaced. Of course insurance does not cover anything in Mexico wonder why as well.||This was Totally an inside job from day one when they saw my wife and I with our expensive watches, jewelry and carrying her Gucci purse. "They saw us coming" Stupid on our part but we have traveled the world for decades and have never had any issues. Live and learn. So to finish the trip I wasted half a day of our last day at the (fiscaleria) DA's office filling forms out and talking to the Police (that came immediately after we learned of the crime). Their recomendations where to make sure we pay all of the bribes otherwise the investigation will not occur. Unfortunately they made away with all of our cash and credit cards so no bribes could be paid if that would have even helped. So we ahve been home now for a month and nothing has happened and hotel management has kept in contact because I continually reach out daily waiting for the police to show up knowing that we had no money and could not pay the bribes necessary for the investigation. ||Of course the thieves were nice enough to leave licenses and passports so we could leave the country the next day. Although in hindsight very smart so we didnt have to stay any longer to create a bigger scene in the front office than necessary. ||I am spanish Itaian and know the language very well and if given time would have gone the 90 minute drive to the american embasy but had no money for even a bus ride. ||I have continued to harrass the general manager Lucas who seems like he cares but knows that nothing will happen without me being there so he probably laughs every day knowing that they all split the proceeds of the heist. ||Without payouts for the legal system nothing will happen...

We arrived on November 19 and our plan was to stay one week. Due to weather in Canada and weather in Mexico we did not arrive till after midnight on November 20. We were greeted by a very pleasant person whose name was Facundo. He showed us our room, and although it was not what we had imagined, it had a bed a fridge and a television. The next morning we tried to set up our room however, there was not a table or chair to put our stuff on. That evening there was a tropical storm, and the power was out for several hours, which gave us time to relax . I spoke to the next concierge, whose name was Leonardo and I asked him if it would be possible to get a room with a little bit more furniture in it, like a chair, and/or a table .He said he would work on it. The following day I spoke to him about it, and he gave us quite a nice room .We were extremely grateful. We are a senior couple and we are here in Mexico for several months and had more luggage, possibly then a traditional tourist might have.|I would say the only issue was that internet/wi-fi was TERRIBLE . As a result, we were unable to watch the television. I spoke to Leonardo about it, and he said that he had to get it serviced. Today is one week later Saturday the 26th and we are checking out and the TV does not work to this day. The wi-fi remained very poor where our room was situated . |Breakfast was at hotel energy since illusion boutique does not have the facilities for breakfast. The included breakfast was eggs and toast and coffee and juice, which was adequate. The staff providing the food were very friendly. |Proximity to the beach was a super plus and our beach was very nice ,sandy and without a lot of people on it, the exception being weekends, |My final comment is that you do need earplugs of some sort at night time, because the music is extremely loud meaning that the vibration was extreme and most nights the music went until 3 AM, be prepared for that !!! |All in all, a very relaxing experience throughout the day with our own little paradise next to the pool, the pool, being maybe 2 to 3 feet deep, but cleaned every morning. |Thank you to Rosa, who cleaned our room, Facundo and Leonardo, who made our stay very...

THIS IS THE WORST HOTEL IN THE ENTIRE WORLD. AVOID AT ALL COST. Our room was nothing like the so called executive sweet that we booked online. The pictures on line are a lie. When asking the guy at the front desk he stated the room online that we showed him does not exist in there hotel. The elevators don’t work. Our room had ZERO Power in any of the electrical outlets. Which is a problem if you are working remotely. Only the lights worked. No tv power, could not charge my phone or laptop. Again we went the gentlemen at the front desk who said he would change our rooms. This is all just the first couple of hours in our stay at this hotel so we decided to check out of the hotel. When checking out the front desk gentleman says that he came to our room 3 times to try to change our room. Which again was another lie because we left our door open, he never showed and never had any intentions on changing our room. This place is loud (due to the bar across the street playing very loud music until 3am)!we would have never got any sleep. Oh and the free breakfast is at another hotel BLOCKS away :) lmao. The niceness from this staff is not real. It was obvious they have done this before. Do not trust these 5 star reviews. These 5 star reviews are just more lies likely hired bots or trolls. Also these updates on here from the staff that they are working hard to improve service are again just more lies. This place is terrible. Save your money and peace of mind. Never ever, ever...