Casa del Puerto — Hotel in Puerto Morelos

When you get here the receptionist greeted herself and welcomed us and was so nice she gave us a tour of the hotel, was very informative about things we should consider doing while we stayed in cancun and even had gotten someone to help bring our groceries up to our room.. Something I would like to mention is if Your an older couple who are trying to get away from it all?.. Maybe even want some privacy?.. Well here awaits a very eager to help and friendly staff.. your peice of heaven on earth also the area is very quiet... The room was very spacious and the sheets smelled great someone was definitely cleaning them with some great smelling detergent and softener and does not smell like bleach like at some American hotels in the states.. Your right on the beach with an AMAZING view.. The AC worked amazing, our bed felt nice and firm and wi-fi was really good since I uploading videos and photos back home and calling family with no issues

Something I would also like to mention to people that I've seen review and are not experienced with COMING TO MEXICO IN GENERAL.. and leaving bad reviews is to explain some Cons that I've also noticed but I feel people fail to understand.. (I'm an American with Mexican parents and have been to mexico plenty of times)

When we first pulled up yes it did smell like eggs me and my fiance were confused and asked the very nice receptionist why it smelled like that and ofcourse she explained that around may to August there is a season where seaweed gets super congested all around this whole area that stretches even to the north end of cancun witch eventually dies out and washes out to shore...

The place has an elevator but unfortunately it didn't work but I was glad the staff had corrected this by having someone help us bring our stuff up..

The road situation... Many people don't understand how hard road construction is even in the states.. And yes to get here there is first a 2 lane road witch brings you to a very huge resort area you take a left and the road begins to get thinner I am an experienced stick shift driver and was driving well.. so if you suck at driving even with an automatic idk bud it's tough world out there for you I guess... But yes it is a gravel road that stretches out to the hotel and im sure eventually would end up getting paved eventually but ofcourse this hotel is to small to cover an expensive of road construction just for people...

People working here in general were HORRIBLE except Victor who is the waiter, everyone else was trying to rub us with no proper service provided.

It started with the first morning- they said the breakfast was at 8 but there was no one serving until 8:45, then we went to front desk to ask what’s happening, they said they changed the chef so the breakfast will start at 9am. There were lots of guests waiting in the restaurant to receive their breakfast so we were thoughtful enough to make the announcement on behalf of them. However, it didn’t end there, I had my 9am call hungry, thirsty and frustrated and after my call was over at 9:30, the breakfast wasn’t still there, I had to ask the waiter David “when it is arriving, we are waiting for 1.5 hr and I don’t wanna join my next call at 10 thirsty and hungry” to my big surprise, he said “it is not his problem that I have a meeting and I am thirsty and hungry and waiting for 1.5 hr, I just couldn’t come there and tell him what to do!!!!” Yes, I am not exaggerating, unfortunately we’ve witnessed this ugliness! It is so savage!

Then it comes to the lunch time, we ordered a rib eye steak- it was rotten and we became sick. However, they claimed that we took a bite so they charged that to us, they didn’t say sorry, they didn’t bring anything else to compensate that!!!!

Wait! It is not over yet! We asked for laundry in the morning, it had become 5 pm and we still hadn’t received ours clothes, we went to reception to ask and there was no one, then we went to the laundry room and saw our clothes were left there wet for hours and they were smelling really bad! We had to wash them in the bathroom sink and dry them in our balcony. This lady TAMARA was corrupted enough to ask money for what they did for the laundry but in reality, we did everything ourselves. We didn’t receive a full laundry service to pay for, when we refused to pay, they became ugly by claiming that they will check cameras to verify our words that if someone wasn’t at the front desk or the laundry. So all of a sudden we were attacked personally as being liars!!!

This lady TAMARA also attempted to calculate the size and weight of the ribeye steak that we took 2 bites so we has to pay. What a PITY!

We stayed in Mexico for one week and stayed in 3 hotels, all of them was similar to this one, very bad experience because of way that people are here. They see tourists as creatures...

BEWARE!!!! Whatever you do do not stay here it’s very dangerous. If you value your life please I beg you do not stay here. Yes the pictures are beautiful but this place is deceitful. My sister and I were kidnapped and held hostage here because we refuse to pay for the free breakfast that is advertised at check in they told us the breakfast was free and we went down to eat the chef told us it was free. Also it is advertise that they have a hotel shuttle when they absolutely do not. It’s done a long sketchy road through the jungle pretty far from the main highway. And once we arrive there was only one of the guest staying something just like out of a scary movie. We woke up the next morning we were covered in mosquito bites and when we tried to leave early to catch an early flight there was a huge lock on the gate and we were trapped inside. I went to the office no one answered. Breakfast was supposed to start at eight it didn’t actually start till nine. And not in the contract nor did anyone verbally confirm that a second glass of orange juice or seconds on food is extra it was all advertised as free. So as were checking out Front desk clerk Efren demanded that we pay for his mistake. We said no it doesn’t say this in the contract and you didn’t tell us that so we’re not paying for it and we went to our car. He followed us to our car he tried to open our door and he blocked us from leaving him in another man who is kind a tall with a cockeyed. They stood in front of our car blocked us in banging on the hood the trapping us in not letting us leave. We called 911 while in the car but the language barrier was extremely difficult to convey what was happening the 911 operator told us to stay there as were screaming telling her that it’s too dangerous they’re kidnapping as we have to go. We were finally able to maneuver around them and take off. I’m so grateful to be alive because this could’ve turned out way worse. So please whatever you do especially solo travelers do not stay here there are plenty of other hotels resorts hostels Airbnb‘s that are...