Cenote Zacil-Ha

When we arrived, we were charged more than what Expedia had originally quoted us. On top of that, we were given a wristband that only allowed us access to two restaurants, with many restrictions. Choosing this hotel was the worst decision we could have made. When we checked into our room, the bathtub was dirty, and the toilet didn’t flush. I reported the issues to the front desk, but they did absolutely nothing to fix them. We had to use the public restrooms outside our room during our stay. There were also cockroaches, and I have photos as proof. The staff was completely unhelpful and provided some of the worst customer service I have ever experienced. No one seemed interested in resolving any of our concerns. The only employee who treated us with kindness and respect was the gentleman at the entrance who opened the doors. Overall, it was a terrible experience. I would never recommend this hotel to anyone. The resort is divided into three sections, but they don’t explain that when you arrive. Instead, they try to charge you almost twice as much to gain access to the rest of the resort and its amenities. Our family vacation was completely ruined. We paid a lot of money and ended up with access to almost nothing we expected. This hotel is misleading, and in my opinion, it should not be listed on Expedia because what they advertise is not what guests actually receive.

Where’s the towels? Serious issues with service st this hotel . Never any beach towels and none in the room. Checked in on Saturday did not get new ones until Friday!!! Service was subpar to say the least. Restaurants often closed. Things just not quite as described. No swim up bar, adult only area or ice cream counter. Nothing for late night sweet treat. On the plus. Beach was very nice and AC was fantastic. Property very clean. Buffet was really good, restaurants sweet sub par with exception of Japanese. It was ok but probably a one and done for sure.