I was excited to have found a "boutique resort" in the heart of Cancun's Hotel zone. Indeed, I had high hopes because I didn't not want to have a one-size-fits-all, all-inclusive experience. So, I was pleased to book my flight/hotel package ~without~ the all-inclusive food-and-beverage option. I checked out the Casa Turquesa website and looked forward to ordering from the menus a-la-carte with my husband.
When we arrived, most of of the menu items were not available, including the soup and another dish that the waiter had actually presented as an off-menu special! We finally asked if they could whip up something "autentico" in the kitchen -- nothing complicated, a taco, some scrambled eggs, anything! In the end, we were served some crudite with ~Ranch~ dressing. We asked for the check and decided to explore the strip at that late hour in the night.
According to the website, there's supposed to be a cigar lounge, but my husband (an avid cigar smoker) was told that there's no in-door smoking. No worries there -- except that very night, we passed by the restaurant (the one with the celery and ranch dressing) and saw four men sitting at a table smoking stogies, their thick smoke swirling all over the interior of the "Celebrity" restaurant.
Like other reviewers have noted, we tried to address some of the egregious declarations made on the hotel website, and some of the packages sold/available to consumers, against the actual services delivered. The front desk and some other staff members were argumentative, despite what the documents claim.
We finally asked to see a resident manager and were told that the "director" had quit two weeks ago. Then, we asked to talk to any manager who was responsible for the staff, and the rude girl at the front desk said she wouldn't be available. We told her to schedule an appointment for us to meet with the manager. A few days later we were approached by a nice lady named Roxana who claimed she was the director. We pointed out some inconsistencies -- especially the issue of the cigar smoking. We didn't get any direct answers, just some sheepish looks, a couple shrugs, an offer of dinner (which we declined) and an apology for nothing in particular and everything in general. In sum, we had a nice conversation, but it became pretty clear, pretty quickly that service was not an amenity we could/should expect at this hotel.
While the wait staff were generally nice, the "front desk" staff seemed genuinely annoyed that we were even staying at the hotel, even though the only function they served as to check us in and check us out. (As a side note, the rude front desk girl smiled only on our second-to-last day there when she asked us if we had made transportation arrangements for our departure. We said that we already had sorted it all out, thanks (and we sort of felt taken care of). Then she says, "because we'll have to charge you for your stay tonight -- it's quite a bit more expensive than you originally paid with your package." I was dumbfounded. I had to walk away. My husband stayed -- only to find that she was wrong. Her apology was meek. Her smile was gone.)
What's sad is that I had had in cash about $2,000 to spend on tips, spa services (I decided I'd get my pedicure elsewhere) and snacks. I think I only spent about $200 at the hotel on breakfast and tips. The rest of my monies went elsewhere.
Still, my husband and I are in the hospitality business. We work crazy hours, and don't get too many chances to vacation. We made it a point to enjoy what we did have, which was: solitude (the hotel was empty -- no Spring breakers, or unbehaved children), the intimate feel of a small hotel, a spectacular view of endless horizon from the terrace, the terrace jacuzzi, easy-access to the beach, and easy-access to the rest of Cancun -- because we left the hotel to dine out for all our meals that week we stayed.
- Official Description (provided by the hotel):
- Welcome to our hotel! It's intimate, secluded, and fashionable. Guests come here to our All Suite Luxury Boutique Hotel to relax, rejuvenate, and go unnoticed in the midst of the Mexican Caribbean playground of Cancun. Reminiscent of a Mediterranean mansion, Casa Turquesa rests on one of the areas most pristine beaches and features only 30 suites, providing an atmosphere of privacy and tranquility. Spa and Art Gallery. ... more less
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- Also Known As:
- Casa Turquesa Hotel Cancun
- Casa Turquesa Tulum
- Casa Turquesa Hotel Tulum