Los Cocos

We enjoyed the pool, the atmosphere, and the view from our room, and the price was very low. The rooms were nice, with air conditioning, double beds, and a TV, but the Wi-Fi in room 335 was so slow I couldn't even send a WhatsApp message. At least the phone signal in the room was good. The downtown location made it easy to walk around. There’s a bank close by, plus a local market for trying food and picking up handmade souvenirs. The bath and shower were pleasant, though I couldn't figure out the faucet at first. Water came out over the bath when I was trying to use the shower. The staff member at reception seemed quite rude when I asked her to reactivate my key card. She said, “ush, let me see,” and maybe she was just in a bad mood. Still, I had a fulfilling stay and thought it was a great hotel for the price.

The cancellation process was a mess. I booked through Hotels.com, and Cocos said I had to cancel through them. Hotels.com told me only Cocos could authorize it. I got so many inconsistent stories from Cocos that it was mind boggling. Hotels.com said they had spoken to Jesus, but nobody else would give their name, and no one wore a name tag. We wanted to stay the first night and cancel the next one. The room itself was poor: humidity was obvious, the AC barely worked, the bedding was low quality, there was a cockroach, and the plumbing seemed to be from the 70s. We had booked two nights, but after seeing the room we wanted to leave after one. My impression is that the staff are afraid of the owners because they're being mistreated. It's sad, and I'd encourage people to find somewhere else. We stayed at the Fiesta Inn, which was lovely, with great service, a great room, and happy staff.

The facilities felt unsafe for my family. The floors were extremely slippery throughout the hotel, and my mother fell badly after coming out of the bathroom. The bathtub was also very high and had no support rails, which seems unsafe for older guests or anyone with mobility problems. We stayed for two days, and a ring belonging to my sister disappeared after the room was cleaned. It had been kept with our belongings. When we reported it, the manager did nothing to investigate, question staff, or help get the jewelry back. It felt like management was covering for dishonest employees. Between the missing family heirloom, the lack of concern, and the hazardous conditions, this was a disastrous stay and the worst place we've stayed in Chetumal. We nearly lost my mother because of their negligence. Stay far away.

The customer service was awful, and the rooms were disgustingly dirty. The AC looked like it had never been cleaned or serviced.