Rafael F.
Yelp
This is a hotel adjacent to a Marina which you can't get in unless you have a yacht. Nice view, overpriced rooms, they're insanely humid..
LIKE SOMEONE ELSE WE HAD NO hot water for 2 days. They dd fix it, you complain to front desk and they ask, so did they fix it or no?
Shopping mall has better variety of food than Kaajal and Nuup, their restaurant and coffee shop which gives you diarrhea every time you drink their absurdly acidic coffee. But a "latte" or sewer water and a pasty for 67 pesos its ok around 3.49 usd.
Bar is slow, expensive, drinks are worse than America. Loud electronic music, no more than 1-2 people ever which is good to some but this place is like a retirement home. You never saw anyone here under 40s.
Room spacious on the 6th floor, many connected rooms which of course you can hear when they're celebrating their cancun visit. Black out curtains are 10/10 due to it being very bright.
Jacuzzi does not work at all, not for 4 days. When you get in the pool, the shade will cover it until almost 4pm. Which sucks, and even if you're int here 10 pool chairs you wont get any sun. Around 3 hours of ok sunlight in the pol, the pool is super cold.
The alleged jacuzzi on the 12 th floor didn't exist to us, you have to call 30+ mins to call so they can warm It up and even then they said its warm not A HOT JACUZZI
SOOOOO they completely advertise stuff which doesn't meet the Marriott Bonvoy promise.
Don't get me started on management, Edgar wanted to get a copy of our passports? For what ? No Marriott or international hotel has ever done that. Then you offer an ID and they have a face. They continue to scan this ID too, why? They don't explain..
Their restaurant Kaajal has construction going on outside so you can't eat at peace with a nice view. They accommodated us inside and served us. Menu is ok, american prices, nothing cheap or authentic in any type of flavor. Standard Chili's, or tex-mex flavors.
In our visit 1/9/23 our wait took our order and thought we ordered appetizers, (idk who has a club sandwich meal with fries as an app and a tomato soup which was about 2 cups? HUGE SERVING. )
We had also ordered tuna ceviche, but ordered items all at ONCE instead of appetizer then entree. Time went by, we finished our food, 30 mins pass by and we are in search for the waiter, we asked 2 other workers. He finally comes back and says are you ready for your entree?
Sir it's been 30 mins, we need to leave and check out of the hotel. He says the food is ready and will bring it right out, if it's been ready for 30 minutes we don't want it. But we are also full and tired of waiting for our food. The waiter agrees and leaves.
I assume a manager comes? She doesn't present her self, she stares awkwardly at us as she interrupts us by standing without saying anything. She asks us to explain what the situation is. We do, she states that the kitchen expects someone to pay for it. I say, do you expect us ? We waited over 30 minutes for our food when it was supposed to come all at once. Not once did he come and check up on us and asked if we were ready, or even drop it off at his own will. I had to ask 2 other employees to please get his attention. She stares blankly. I ask is there a problem? She says don't worry we will pay it out of our pocket and then walks away. Was this conversation needed? Did this need to occur, could they not solve it between themselves? Why did she need an explanation?
Last but not least is their change in pricing without notification. My confirmation and check out statement says one number, my credit card says another. You call the hotel for a folio and receive none. That is after you ask them to print it out and they say it will be in your email. It wasn't.
I would encourage all Marriott Bonvoy members to not visit this establishment as it is not up to par with their standards.
