Pa'Xa Mama Hotel Boutique Cancun

My flight was cancelled, so I asked about moving the check-in date and waiving the refund policy. I contacted them through Booking.com, but they answered just once and then stopped replying. Stay away from this hotel. A BIG SCAM.

All night I could hear what sounded like an electric clothes dryer running, along with a dog barking. Getting to the room on the second floor meant climbing six flights of stairs. There were no blankets, drinking glasses, ice, or water. The bathroom had no outlets, so I couldn't use my personal electric devices.

We arrived at the airport today and politely called to say the line at passport control was very long and we'd be a little late. We'd also told the hotel about this when we booked three weeks ago. Then they told us the hotel was full. Unbelievable. We hadn't received an email, call, or any kind of notice. After a 15-hour journey, with everything else full, we were left in a stressful and frustrating situation. The communication and management were bad, and they offered no solution. We had to call twice just to get an update, while we could hear people laughing on the other end. Disrespectful and unacceptable.

The room didn't look like the online pictures at all. My husband and I had booked three nights just to sleep, but when we arrived it was dark and kind of scary. I was so disappointed that I didn't want to stay. My husband found another hotel two blocks from Pa Xa Mama, and we checked out right away. Then they had the nerve to say it was our fault for not checking carefully. We always look at hotel photos, and this was the only room we'd seen that looked nothing like its pictures. They were very rude.