El Regalo El Cuyo

El cuyo is beautiful and worth visiting, but avoid this place. We booked four nights and left after two. On the first night, we found cockroaches in our rooms, but understood that things can happen in a cabin surrounded by nature. The next day and night, heavy rain and wind came through, and water poured into our rooms, not just a few drops. We contacted the host. He sent staff, who said this was normal with north wind, and then said he'd send someone later to move us to new rooms. Nobody ever came. We booked somewhere else in el cuyo the next morning and left early. When we asked for a refund for the two unused nights, the host refused. Pretty rude from someone who sends so many namaste emoticons on WhatsApp.

We arrived on December 10th for an off-season stay through December 13th and messaged the “host” about check-in. They said they were on their way for 3:00pm, but we waited two hours and nobody showed. Then we got a message saying the keys were in the door for room 1&2. Fine, self check-in, but both units had no running water, electricity or cell service, so no A/C or WiFi either. After another two-hour wait, we finally reached the owner, who only said “No Refund.” I've traveled all over and don't write many reviews, but this place failed badly. They refused a refund despite not providing the services advertised online. They don't care about service or amenities here. TERRIBLE SERVICE, DO NOT STAY!

El Regalo in El Cuyo, Yucatán is a lovely place to stay. The beach is about a three-minute walk away, and great restaurants and cafes are close by. The rooms feel connected to nature while still being cozy and well equipped with air conditioning. The hosts are wonderful, and speak English, German, French and Spanish if you need anything. A comfortable place for a great vacation with family, a partner or friends.

The manager is usually attentive, though a little grumpy, and the hotel itself is lovely and quiet. Still, I left with mixed feelings after taking some nice photos. You can hear everything from other rooms through the wooden floors, and when people use the stairs, the floor and bed shake, which feels a bit scary. Some rainwater gets inside too. During our whole stay, they switched off the air conditioning every night and wouldn't let us turn it back on, supposedly because they thought no one was in the room. They could only have known that by going in to check.