Kay Hotel — Hotel in Playa del Carmen

Advantages

The reception Nubia is super great and is very helpful. She offered me to be by the beach while waiting for checking in at 3 P. M.

The location was good. It is just next to the beach and you can get beach view from the balcony. It's also located 2 minutes away from ADO bus terminal.

Room was big and quite clean. Housekeeping was provided mostly everyday and new towels were provided.

There are soap, shampoo, toilet rolls providing.

Disadvantages

When I checked in, I got asked to pay taxes 108 MXP by reception Jessica. I showed her everything is paid via Agoda and nothing is written in the application that I have to pay anything else. She strongly confirmed that I have to pay and it's not her responsibility to check with Agent. So I told her it's also not my responsibility to check with Agoda as well. However, I checked later with Agoda and Agoda confirmed that I don't have to pay anything else.

Later, I asked Jessica to help me to remove the wrist band because I got cut by it but she refused and said 'You have to wear it on at all time staying here. Didn't she(Nubia) tell you'. I asked Nubia the day after and Nubia said 'It's for access to the pool and the hotel but you can just showed it'. You see the different attitude and the different ways to communicate from both?

And nobody ever asked to check the wrist band whenever I got in to the hotel somehow only at the hotel beach.

Also, Everytime I got in-out of the hotel Nubia was always mask on, no matter any other people around or not. I have never seen mask on Jessica's face at all even around her chin or her neck including when I checked in and we had spoken. Pandemic is still going on and where is the safety from her side?

I had to leave the hotel early morning around 6 a.m., nobody was there for check out. I kept pressing the ring that provided about 20-25 minutes to call someone to open the main door because it's locked but nobody came until I asked for help from people outside who passed by to call the hotel staff from the opposite hotel. I was about to miss the bus to the airport. Ring never works!!

The curtain is damaged so it could not be close properly.

Saop stand was damaged and totally gone. Hot water was sometimes sudden became too hot.

Sink was clotted.

No lift and no assistance.

FYI, rooftop is closed and no...

Bones of hotel are very good and then everything goes downhill. We stayed just one night (after 7 nights in Cancun and 2 nights in Cozumel). We are frequent travelers to Playa del Carmen too (25 nights in 2013 and 10 previous nights in 2014). So, we know Playa. We chose this hotel as it was convenient to the pier upon our return from Cozumel; near our favorite beach club Wah Wah and convenient to the bus station for our departure back to the Cancun airport. So, a great location, but their implementation of guest satisfaction with facilities and service is totally lacking.||||In the room, only 2 towels - no bathmat, no hand towels and no wash cloths. My wife asked for these and the desk clerk said they could not provide all of that. Then, she just wanted wash cloths and there were none of these, but, then she was getting a bad attitude. So, I went down to let him know my displeasure and asked for a manager. He called him across the street at the older "sister" property. Waited a bit and he did not show. I did get wash cloths delivered to my room after about 1/2 hour.||||Got back to the room and no hot water. We reported that on our way out for the evening. In the morning, still no hot water. I did the cold water showers, but, my wife had real problems with this.||||Included breakfast was OK. Towels were worn a good bit and bed linens were not totally clean. The desk staff seemed to say they were having many similar complaints and the owner does not seem to care. I don't think there was an actual hotel manager, but the owner oversees things a bit. Terrible management of the property. This is my first ever 1 star review. Go...

TLDR: Not a 4-star hotel, not sure how it got labeled as one as it's missing many things a 4-star should have, like a hair dryer, or a toilet paper holder... great location and friendly lady at the front desk though. Bar across the street plays music LOUD late into the night. Check pics.

Wow, this place is in need of some cleaning and maintenance. The pictures are significantly out of date, as I've shown in my pictures. Our room came with 1.5 rolls of toilet paper (with nowhere to hang them, just a mounting bracket where it should be), two bath towels that were about half the size you would expect, no hand towel (though there was a hand towel rack next to the sink) and no mat for outside the shower. Speaking of the shower, there was, again, just a mounting bracket where a shelf probably used to be, but now nowhere to put soap. The water coming out of the shower would take a few minutes to change temperature, which made it difficult to get the right temperature. Also the constant waxing and waning of water pressure without changing anything (see pictures) would also change the temperature. The shower seems to have been designed after that one Katy Perry song.

On top of all that, the walls and ceiling were quite dirty. Like literal dirt and lint on the walls, ceiling, and the ceiling fan (again, see pictures. That's not paint discoloration, you can see hand marks and finger wipes on the wall.). I don't really blame the cleaning lady, I met her and she was nice but I don't think she has the time to clean all the rooms properly. The bed, sheets, and floor were...