Llacuna Kaan Luum

Disappointing Stay at Ocean Allure Costa Mujeres Our stay at Ocean Allure Costa Mujeres fell well below expectations, particularly for a Master Suite booking. The biggest disappointment was our airport transfer. Despite receiving a booking confirmation and voucher, no transfer was arranged. After being advised by the hotel to take a taxi, with a promise of reimbursement, we paid USD 175. When we tried to resolve the issue, we were passed between departments, with neither the hotel nor management taking responsibility. The advertised butler service was also poor. We never met our butler, and WhatsApp responses were very slow. Our suite had several issues, including a malfunctioning main shower, visible damage and poor interior finishing. Even the welcome card was addressed to another family. Food and drinks were mediocre, and customer service throughout the resort was basic. Overall, the lack of attention to detail, poor service and failure to take responsibility for problems made our stay disappointing. The experience did not meet the standards expected of a luxury resort, and we would struggle to recommend it.