Xscapetulum — Hotel in Quintana Roo

Very disappointed with the customer service and the rooms at this hotel. The bathrooms have a funky smell, the WiFi is extremely slow to the point that it is unusable and they shouldn’t even advertise it, lack of privacy in some of the rooms (window on bathroom facing room & floor to ceiling window in front of toilet facing fence outside), pool is unclean. Oh and I hope you like cold showers because hot water is almost non-existent at this hotel. I could also hear neighboring rooms people talking from inside the bathroom because there is a permanent screen on the wall with no window to shut over it. The most frustrating part however was that when things went wrong, the manager insisted that it’s the customers fault and engaged in hostile arguments over it instead of trying to resolve the situation and make me feel welcome and and whatever else you’re supposed to feel when you spent over $1000 at a hotel. One of the rooms we booked was not available the second night because this hotel over-books their rooms, so we had to change rooms during the day without access to the next room since the staff had to clean it. So we stuck our luggage in the car and came back in the evening to check in. Their “24 hour front desk” was staffed by a maintenance person who didn’t speak English and didn’t know which room we were supposed to be checked into. Half hour later we finally are shown to our room. After closing the door of the room, the door locked us inside and we weren’t able to get out until the next morning. Fun times. Front desk didn’t apologize for not warning us about the latch on the outside of the door system, and insisted it’s our fault. Another room we booked was asked to change rooms without any advance notice. When I complained about this, front desk also claimed that they told us ahead of time, which was not true. Also, when we complained about this, they voluntarily changed our room to a king room to make up for it THEN CHARGED US THE DIFFERENCE AT THE END. Greedy people with no customer service. Save your time and headache and stay somewhere else. Plenty of options on Airbnb that are better quality for what you will spend...

Super sad about this experience, we choose this hotel accordong to the reviews but during our stay we totally don’t get why people recommend this hotel.||The staff probably doesn’t know what hospitality means. Our room was dirty when we arrived, the pool is full of leaves all the time, the bed is very uncomfortable and the pillows - it feels like they are full of clothes, like jeans or jackets - not any of pillow material :) :) :) The first night there was a party near the hotel and the music was extremely loud, so we couldn’t sleep, next morning at the front desk they said “what music? There is no music, we didn’t hear it”. We left tips for the houskeeper for celaning, but when we got back to the hotel - the tips were taken, and the trash bin was left full, the sink was dirty and our wet towells were taken from the floor and put back on the shelf :) :) i know it, because I used it before I left, it was wet in the same place and taken from the floor (front desk told us to leave them on the floor if we want to get our towells changed) :) day after - we left our hotel at 8:30, get back - 3:30 no evidence that houskeeping was in our room. Ow, and I didn’t hear “sorry for that” once, front desk manager seems polite but doesn’t help with anything. If you want a pool towel you can only get one a day, and some of them are ripped and discoloured :) So this hotel is totally not worth the price or the reviews that it has. I stayed in Tulum for the same price in another hotel and got amazing experience. So be aware before spending...

Super sad about this experience, we choose this hotel accordong to the reviews but during our stay we totally don’t get why people recommend this hotel.||The staff probably doesn’t know what hospitality means. Our room was dirty when we arrived, the pool is full of leaves all the time, the bed is very uncomfortable and the pillows - it feels like they are full of clothes, like jeans or jackets - not any of pillow material :) :) :) The first night there was a party near the hotel and the music was extremely loud, so we couldn’t sleep, next morning at the front desk they said “what music? There is no music, we didn’t hear it”. We left tips for the houskeeper for celaning, but when we got back to the hotel - the tips were taken, and the trash bin was left full, the sink was dirty and our wet towells were taken from the floor and put back on the shelf :) :) i know it, because I used it before I left, it was wet in the same place and taken from the floor (front desk told us to leave them on the floor if we want to get our towells changed) :) day after - we left our hotel at 8:30, get back - 3:30 no evidence that houskeeping was in our room. Ow, and I didn’t hear “sorry for that” once, front desk manager seems polite but doesn’t help with anything. If you want a pool towel you can only get one a day, and some of them are ripped and discoloured :) So this hotel is totally not worth the price or the reviews that it has. I stayed in Tulum for the same price in another hotel and got amazing experience. So be aware before spending...