Blue Coconut Cancún Hotel

The staff were lovely, friendly, helpful, and spoke English. The owner was especially kind, shared recommendations, and even offered us rides here and there. I felt very safe at Blue Coconut. Our room was clean and nice, with AC, a TV, a shower and toilet that worked well, and a super comfy king-size bed. We had an excellent stay.

**Response to Blue Coconut:** I read your reply, and you're lying. My credit card company, which also handled my travel booking, agreed that refusing to honor my reservation price was unreasonable. They fixed it and refunded me when the hotel wouldn't put things right. Future guests should pay by credit card so they can dispute extra charges. People need to be warned. Calling the neighborhood a ghetto wasn't derogatory. It is a ghetto, and it's also ugly and, according to my taxi drivers, unsafe. You said I should have asked for a replacement TV remote, but I didn't come to Mexico to spend my time watching TV. I was warning people. After what happened with the billing, I had no reason to expect you to handle reasonable requests. I assumed the AC was doing the best it could. Maybe maintain the property and deal with the ants all over the rooms. Clean the tables, keys, remote, and bed frame too. I shouldn't have to wipe off the dirt left by previous guests while I'm on vacation. Nothing got lost in translation. I speak Spanish. What you did was wrong, and defending it made things worse. Your reply should have been, “I'm sorry. We'll make it right.” Do better. I told you while I was there that I'd leave a review. At least one of us was honest. We booked through a travel website, but none of the reception workers would honor our price. They charged us over $30 US dollars extra, first saying it was taxes. When I pointed out that our reservation said all taxes and fees were included, they changed their story and said they used their own exchange rate instead of the Mexican one. They wouldn't honor the price on my printed reservation. With my small children beside me, they said I could cancel if I didn't pay, even though it was non-refundable and I'd get no money back. I have a pregnancy disability, so I paid, told them it was stealing, and said I'd leave a review. The United airlines booking service tried to speak with them and said the hotel was being unreasonable. They refunded me to make it right. Thank you, United Airlines. The clerks could have been more polite. They also told us not to steal their towels, something I've never done, and made us feel uncomfortable. There were so, so many ants in our room. We paid extra for continental breakfast, which was literally plain toast and a glass of juice or instant coffee barely bigger than a shot glass. You could add butter and jelly yourself. Nothing else came with it unless you paid more to upgrade, which wasn't mentioned when we booked. We weren't used to such limited choice, especially as vegetarians, but it was probably the best part of our stay since we all like strawberry jelly. The TV didn't work, and the AC wasn't strong enough, so we were very hot. The place was decorated nicely with plants, colorful paintings, and lights in the trees. There's a mall within walking distance with three mediocre restaurants. We didn't use the pool because it was dirty, tiny, and kind of scary-looking. Our taxi driver said the neighborhood wasn't safe. I wiped the remotes, keys, and tables with a couple of Clorox wipes, and they came away black with dirt. The worst part was that first impression. Once someone tries to take your money, I don't think you can recover from it. Blue Coconut, you can do better. What you did was shameful.

We enjoyed our stay and found the rooms nice and clean. We walked around a little and had good local food nearby. The gates are locked at night, which we appreciated after our taxi driver said the area was dangerous.

The staff were friendly, the price was reasonable, Wi-Fi was fast, the TV worked, and the shower had strong pressure. The location could be difficult for some, though. There was no Blue Coconut sign, and the neighborhood looked unsafe at night. A local man I spoke to just near the hotel warned me the area wasn't very safe and said to be careful. There are shops and a convenience store nearby. I ran to the shops at night just in case, and felt scared.