This is a tough review for me because there are a lot of positives and one significant negative. The positives are: (1) a scenic property with attractive landscaping; (2) nice two bedroom condos (individually decorated, so some look better than others, but they all meet a minimum standard that is not fancy but something like a typical rental beach house); (3) a good location right on the beach and a quick walk to town; (4) a terrific cleaning staff who really work hard; (5) friendly and helpful security guards (we are sending one of them a gift for his son); (6) enough space for a family; (7) good ocean views from many (though not all) of the units; and (8) a reasonable price.
So why three stars rather than, say, four and a half? The front office staff was pretty bad. Very unprofessional, in my opinion. (And I have traveled extensively, including to every continent other than Antarctica, and to many developing countries, and have stayed in everything from super-luxury 5* resorts to bus stations, tents and youth hostels, so I don't think my standards are poorly informed or unreasonable). A few examples: First, they got our reservation dates wrong despite my very clearly telling them the dates that we wanted AND confirming the dates in writing. It took several calls, messages and emails to get this corrected. Second, they booked us on one of the most expensive transport services without telling us that there are well-regarded and materially less expensive options. (We only learned that once we got to the Island). Third, they neglected to make restaurant reservations that they promised to make for us. (As far as I can tell, they just did not bother to make the calls that they said they would make). Fourth, they told us that they had reserved a golf cart for us (and we confirmed this with them several times, just to make sure). When the day came, the office staff person told us "sorry we have for you no golf cart" and then just sort of giggled. When I politely protested that we have a reservation, she told us to come back in 20 minutes and they would have a cart for us. So I did that. But no cart. This continued for several hours, with her telling me, each time, while my family waited, "come back in 20 minutes and the cart will be here." But each time I came back, there was still no golf cart. When I told the desk person that it was unfair for her to keep stringing us along, her response was "maybe you should just cancel your golf cart reservation." Not a very good answer, of course. I asked her whether she could please call some other cart rental companies, to see whether they would have a cart for us, but she refused to do this. Eventually, after hours of waiting around, they gave us an old and broken down golf cart that someone else had returned because it did not work well. And for this they charged us a higher price than any other golf cart rental company I saw on the Island. (It was also 100 pesos per day higher than Nautibeach's own book said theywould charge for a golf cart rental). The cart they rented to us did not work well and stalled frequently. We later discovered that there were MANY other golf carts available on the island, at significantly lower prices than we paid -- though the front desk staff had indicated to me that this was not the case. After we returned the golf cart, the front desk person told me that Nautibeach rents the carts from a golf cart rental company on the island, but marks up the price so Nautibeach makes a profit on the rentals. Of course, that information was not shared with us until after we had returned and paid for our cart. When I said "wouldn't I be better off having rented directly from that company, and not paying your mark up?" the response was "yes, that would be better for you; you would pay less money that way." Finally, the day before we were to check out, the front desk agent told us we need to pay them for our transportation service to and from the airport. I told her we had already paid for this. Her response was "we have no record of that; you need to pay." Fortunately, I had a written receipt showing that we had paid. When I showed that to her, she said "Oh, OK, I guess you paid already." This may have been sloppiness or it may have been an unethical effort to extract another $100 from us. I don't know which it was -- but either way, it is not very good. I should add that I was very nice to the staff. I even gave them a very large fish that I caught, so they could share it for dinner. But they struck me as unprofessional, sloppy and unreliable.
All that is too bad because it really is a very good property in a nice location, and as I said the cleaning staff and security guards were terrific -- hard working, honest, friendly.
If this place could hire capable office staff, it would be a real winner. Even with the current, sub-optimal office staff, it is not a bad choice at all. Just make your own arrangements, and don't rely too much on the office people.
- Official Description (provided by the hotel):
- Ocean front hotel on North Beach. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Expedia, Odigeo, Hotels.com, TripOnline SA, Cancelon, getaroom.com and Evoline ltd so you can book your Nautibeach Condos reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Nautibeach Condos Hotel Isla Mujeres