Aloft Cancun Hotel

Avoid this place. They charge for an "open bar" option, but when we arrived during weekend opening hours, we were told it was closed on an exceptional basis. They also kept our deposit after we left, claiming we had damaged the hotel by staining sheets they couldn’t clean. The sheets were clean when I checked out, and I’ve always respected the premises. This has never happened to me before. Don’t be fooled.

The rooms were clean and there were plenty of towels, but that means little when basic safety feels optional. I stayed at the Aloft Cancun on February 27, and the same person attacked me twice, first in a hotel hallway and then in the driveway. It was frightening and serious, not something any guest should have to go through. Afterward, I tried to file a police report and asked management for hallway and driveway surveillance footage that could support my case. They acknowledged there were cameras but refused access, citing “hotel policy.” Their refusal to cooperate left the attacker without consequences, while I’m dealing with the physical, emotional, and legal aftermath. It felt like protecting the hotel’s image mattered more than protecting guests. If your safety and the hotel’s support when something goes wrong matter to you, think carefully before staying here. My experience was deeply disturbing and unacceptable.

The location is good, but the value wasn’t. We got two complimentary water bottles when we arrived, then had to pay for water even though the resort advertises an open bar. The upstairs pool area was closed without telling us in advance, and although the room had a smart TV, streaming was disabled, leaving only local channels. From my balcony, I guess the view was a landfill, full of trash. I know you can’t really control the view, but for what they charge I expected free water, access to advertised amenities, and streaming. The worst part was one employee’s attitude. He made it clear these problems were “not his problem” and showed no interest in helping. I definitely wouldn’t recommend this hotel.

Mario was awesome and really helpful, definitely the person to ask if you have questions or need anything. The staff were amazing, and the hotel was a great experience for the price. It’s in a perfect spot near a supermarket, restaurants, bars, and nightlife, with the ferry to Isla mujeres right in front, a must do. Open bar and breakfast included were a big plus. Looking forward to coming back!!!!