Hacienda Real del Caribe Hotel

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No one was working counter when we arrived . Was told he was at the other hotel. We had to wait over 30 minutes to check in. Not happy!

The hotel room was gross. Bed was very hard, pillows are old and stinky. Bathroom full of mold

The hotel structure is very nice, the pool is small always full, people all ways drinking alcohol and noise, not recommend for family, The front desk personnel need to receive a customer service training, while I walked in with my family to the front desk, the individual who was behind the desk ignored us when I told him that we have a reservation for the first time, i told him again that we have a reservation theme he responded with attitude and asked my name them he replied his payment and I asked for my total then he replied back and told me your should know bcz you did your reservation via *******, next time do it with us directly and show me a flier with phone numbers, When i pay him with dollars he told me that he doesn’t havre $4 dollars change, I replied back and told him to bring the change to my room, Something that never happened, Before I walked in to my room to read me a few rules of the hotel and one of that was not to drink in the pool, and also he told me that we only allowed to have two towels then I asked him since we were 4 family members in the room we required two more , them he made me to sign a weaver for the extra towels, I understand hotel rules and regulations and we always follow it, but this time this person made me filling like a thief at front of my family, Also I asked them to not go inside my room for cleaning and they went through any way even that I asked to their supervisor .

I liked the look of the place. However the tub was rusty and the shower head was broken. In addition sleeping in the bed was like sleeping on a rock and the towels were not replaced every day as promised.

Wifi in the room wasn't strong. Room was on second floor with balcony and we really liked it.

Positive: Spacious room, good location, beautiful hotel with a little distance, and then this one guy in the reception was really nice and the cleaning lady. Negative: Not very clean, everything is old and falling a bit apart, the shower head was broken and kept falling down, you could hear every sound on the hall or on the street, so way to much noice, 2/3 times we tried there were no beach towels even though they recommended us to get them. So we had to do a trip to a cenote without towels. And generel lazy service that did not speak English. And the beds were very hard, and only one chair in the big balcony.

The room was very spacious, clean and the location of the hotel was perfect. The bad unfortunately..the noise was so loud from the clubs, bars, restaurants and ppl around it. So if you are a person who cannot knock out with noise DO NOT BOOK THIS HOTEL! Thankfully for us we can fall asleep with noise so it wasn’t a issue but the noise was very obvious so if you are a light sleeper don’t do it. The pool was cute we did enjoy it and definitely enjoyed that it was walking distance to everything.

There was night club music going on until 3am that you could CLEARLY hear in your room. It was IMPOSSIBLE to get any sleep what so ever. The pool was also out of service. We checked out the next morning, 3 days early. We would never stay there again.