Terrible service. Rooms flood. Musky smell. Clogged shower drains. Still under construction. Unfriendly receptionist. Greedy maids. Wifi hardly works. Prejudice owner who demands to be spoken to in Spanish.
I came here for my birthday. I had reasonable expectations for this hotel since it is only a two star hotel, but the rooms and service were far below. At arrival the receptionist was very cold and unfriendly and hardly spoke at all, despite me speaking to him in Spanish. That's fine, I understand not everyone is comfortable being friendly to strangers.
We were shown to our room which looked okay at first other than being on the third floor which was still under construction, and having a musky smell. A few hours after we arrived it began to rain, and our room started to flood. We put our towels in front of the door and it kept most of the water at bay.
When I went to shower the drain in the shower was completely plugged and the shower floor filled with dirty water. The toilette seats are also much too small for the toilette so you have to partially sit on the toilette bowl. Yuck!
On our second day we returned to the room at 5pm to find the water had soaked through the towels we had laid down and gotten our bags and passports soaked. Upon entering my friend slipped on the slippery tiles and landed badly on his back. I immediately went to reception and let the woman there know that the room was uninhabitable due to the flooding and the gross stagnant water in the shower. No apology. She said she was aware of these issues, and that they'd tried to stop the water from coming in the door but so far nothing had worked. I was pretty surprised that they would rent a room that was known to flood during the rainy season.
She offered us a different room downstairs, so we decided to move rooms but asked if it was okay to wait until the rain stopped to move the luggage so that it wouldn't get more wet. She told me this was fine. I showered in the new room and napped while my friends waited with our luggage in the old room until about 7:30pm before realizing the rain was not going to let up and moving to the new room, we sat there for about an hour before remembering to return the old key . The next evening I got an email saying I would be charged $25 for the extra room because we had occupied 2 rooms for 10 hours (not true at all!).
I immediately went to front desk, confused as to why I was being charged for a room that should never have been rented to us in the first place. It would appear that the maid who was working as the receptionist when I had discovered the flooding had lied and told the owner we were in the old room for much longer. ( I think this may have something to do with her not being satisfied with the $2-3 tip we were leaving daily, because her tip cup suggested $10-30 USD which I think is a bit much to tip a maid daily, and a bit greedy and rude to blatantly ask for) I tried disputing this with the owner saying that we had never been warned that we had a certain amount of time to get out of the room and that we would be charged extra otherwise. He refused to listen to me and told me we were being charged for the use if air conditioning and light. Since I was napping in the new room I was using none of these so only one room was using power and that room was not something that would be able to be rented out to new guests without being repaired. I was speaking to him in English even though I am fluent in Spanish so that my friend could understand the conversation. He got very angry and said that I shouldn't be in Mexico if I don't speak Spanish. I them switched to Spanish and realized that he was trying to take advantage of us and rip us off because he saw us as gringos that he could milk for as much as possible. He told us if we did not pay he would call the police. I went back to the room to fill my friends in and was told that the police were already there and that we would have to pay a full night at $60.
This should never have happened. Most hotels would offer you some sort of apology for the inconvenience of giving you a room that was known to flood. The staff here were unable to communicate that we had a certain amount of time to leave the room, even though they said we could wait until the rain stopped, then lied and said that we occupied two rooms for 10 hours which was far from true. There are much better places on this island. Don't waste your time or money here.
- Official Description (provided by the hotel):
- Hotel Xbulu-Ha is like your second home in your vacation. The staff is always ready to help you in what you need. The hotel is located in Isla Mujeres downtown. Both the ferry and north beach are no more than 5 min walking from the hotel. Also in two blocks you are in Hidalgo street where the restaurants and bars are. So you are close to have fun, but far to do not be disturbed with the noise. Hotel Xbulu-Ha has WiFi, beach towels and chair for the beach as complimentary service. ... more less
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