Incompetent does not even begin to describe the staff at this hotel. They are rude, unapologetic, nasty, and not at all able to run a hotel. I'm referring specifically to the manager and one receptionist. We arrived at the hotel to find our rooms weren't ready, but it took the only person working there 45 minutes of "uno momento, senors" to explain what was going on. After we got to our room, there were no towels or soap. And the person at the desk couldn't figure out how the key system worked, so we never even got a room key. And it wasn't just our room. ALL the guests at the hotel were complaining. Things were so bad, at one point a guest attacked the incompetent receptionist, and other guests had to call the cops!!!

So we figured it was just the poor girl's first night or whatever, but then we found out that the manager was there briefly, knew about the problems... and left! What kind of hotel manager would leave someone in charge who doesn't know how the keys work, or that a room needs towels?

We complained to the manager the next morning (over the phone - he still didn't even bother to show up), and he was belligerent and nasty to us. He didn't apologize once, and said that if we were so upset, we should have just gone to another hotel. We told him we had just arrived in a foreign city we were unfamiliar with, had tons of luggage with us, had made a reservation at this hotel in advance, and simply didn't know what other hotel to go to at 9:00 PM, when we had arrived. Suffice to say, he was unsympathetic.

We stayed in hotels in 4 other Mexican cities (Mexico City, Playa Del Carmen, Tulum, and Chichen Itza), and they were all superb. In fact, I've had better experiences at hotels in Cambodia than here.

I will never stay here again, and urge everyone else to avoid this incompetent mess of a hotel and the nasty staff who work there. There are way too many hotels in Cancun to waste your time at such a bad one.