HOTEL & BEACH CLUB OJO DE AGUA — Hotel in Puerto Morelos

The title of my review was a quote from one of the hotel staff. The photos posted by the hotel online are either very old or were staged as this hotel has not been maintained. ||||We booked a 2 room side by side vacation for our family including children over Christmas via Booking.com and confirmed our reservation. Upon our arrival late at night we had to sign the hotel paperwork which included notice that there was a charge if we left any stains or blood on the sheets. We were given 2 rooms on separate floors and one did not have the king bed as confirmed but had 2 double beds. There was blood on the wall in one room and 3 of the 4 beds had stains and blood marks on the sheets and pillow cases. Neither rooms had safes and we were only given one key for each room and told not to lose it and we also had to leave it each day for the maid staff to access our rooms. ||||In one room on the third floor, the bathroom had no fixtures to hang towels or toilet paper and had lime stains on the fixtures and rust marks throughout. There was a stick to lock the sliding glass door. There was only one plug usable and only one side of it was not broken. The closet door was missing and there was a maintenance closet with a broken lock that opened into a cavity that went from the room to the ground floor and there was a hole in the room in the cavity. A person could fall down this large cavity and die. The lamp in the room was almost more rust than chrome. The air conditioner was also broken and would not sweep and the TV didn’t work. ||||The other room had window in the bathroom that lead to the public hallway that did not lock, significant black mold in the bathroom and bedroom and the bathroom door know was hanging out of the door. We also found garbage in the closet from a prior occupant. ||||I asked the front desk clerk for the 2 rooms side by side we paid for and was told the hotel was full. When i asked about the blood stains on the sheets i was told their washer is not that good. ||||We immediately called booking at our expense in the UK and also wrote to them to complain about the condition of the hotel and that we did not feel safe and the hotel was nowhere near what was posted online. Booking gave us various answers on each call and one agent said we could change hotels and they would refund our money. Big surprise Booking is now saying they NOT refund our money. ||||The next morning we complained to the front desk and was told the manager was not available. The front desk worker told us the hotel is like McDonald's and does not match the photos. We were told we would have to seek a refund from Booking as the hotel does not have our money yet. We were advised to take lots of pictures and write to Booking as we are not the first people to complain about the state of the hotel and wanting a refund. ||||In addition, in the daylight we could see the swim up bar in the pool has not been used for some time. ||||We checked out that morning and moved to a different hotel due to health and safety concerns for our family and the fraud committed by the hotel . Since then all of our communication with the hotel and Booking are blaming each other and we are out several...

This was my first stay on Puerto Morelos. My husband and I have been coming to Mexico for the past thirteen years. We don’t do all inclusive, as we like to experience the culture and local food. Our check in was smooth and Ernesto took great care with us. I was traveling with my sisters and one of their boyfriends. Ernesto was extremely helpful, giving us tips on places to visit, directions and stored our luggage for us since we arrived way before check in. The rooms were nice, nothing fancy, but very comfortable and good a.c.! The hotel was close enough to the square and walking distance to every kind of restaurant. The beach club was nice, but we spent more time at the bar and beach. Snorkeling right out from the hotel was great. You can swim quite a way out and see some beautiful fish. I saw two giant groupers, many large barracuda, angel fish, triggerfish, parrot fish, sergeant majors, stingray and more. You can take boat trips out to the reef, but I was happy swimming there and convenience of proximity to hotel. We were on the third floor of the hotel with a balcony with ocean view. I think it was room 306s. We would definitely stay there again, great price,...

We were extremely disappointed with our experience at Hotel Ojo de Agua. Looking at their online photos and video it appeared to be a very well maintained, clean, pleasant establishment. The reality is that the the photos are very selective, staged and either dated of photoshopped.

We arrived to a lobby without working A/C in 92 degree, 90 percent humidity, had to carry our luggage up three flights of dirty, narrow, stairs without A/C to arrive at our room where the A/C was off, the room was run down, the shower door was missing, and the water ran rusty, brown. Everywhere on the property, including the room, looked like it had not been maintained for 10 years or longer.

Some might think, given the low nightly rate, or complaints are invalid. But, when the pictures and videos show a very well maintained, clean, classy establishment and the reality is rundown, dirty, and uncomfortable there is no reason to cut slack for the misleading advertising. And even at the low rate I cannot recommend...