Aldea Kuka

The grounds are immaculate, and the resort is beautiful, from the hand-carved wood to the striking thatched roofs. The nightly entertainment team kept the energy up despite a week of heavy winds. There’s a lot of potential here, but some practical issues got in the way. The Honeymoon Suite is lovely, but the only ocean view is from the terrace. Getting there means climbing a “ships ladder” with both hands, so enjoying morning coffee while looking out at the water isn’t really possible. The water never got hot. We asked if it could be made warmer, but were told it couldn’t, which left the beautiful soaking tub unusable. Service was fine, but stayed at the level of basic daily tasks; nobody went out of their way to elevate the stay. There weren’t enough pool loungers, and most were in shade all day. The on-site restaurant was very nice, though we didn’t get to try the Japanese option. The craftsmanship is five-star, but the lack of basic luxury comforts and proactive service kept it from feeling like the perfect getaway.

The beach is beautiful and peaceful, yet it’s only a short stroll into the action. The location will blow your mind. At Aldea Kuka, we loved the stunning hotel and the exceptional food and drinks. Everyone on staff was attentive and friendly. We especially enjoyed our chats with Luis and appreciated his thoughtful suggestions. We were offered a room upgrade as soon as we arrived, along with a complimentary cocktail. A lovely start to the vacation, though I’m sure we’d have been happy in our original room too. We’ll be back!

Holbox is one of the best places I’ve visited, which makes this review especially disappointing. The hotel looks great and the location is 10/10, but we felt unwelcome from the beginning. We’d prepaid our stay, then had a temporary credit card block after many payments abroad, so we couldn’t pay the $500 deposit. We offered several debit cards, which they declined, and instead paid as we went in pesos. We think this may be why staff were cold and rude. Apart from two waiters, Luis and an older man, staff acted as if helping us was a favor. The first three meals we ordered were acknowledged correctly but arrived wrong. We got receipts suggesting a 20% tip, including for complimentary breakfasts, and staff stood over us while we decided whether to tip. We usually tip even when service isn’t good, but being pressured to tip for poor service and basic food that wasn’t what we ordered was frustrating. The food was so-so, and we quickly started eating in town, where quality and service were much better and prices a fraction of the hotel's. The toilets didn’t work. We could hear every conversation next door, including a guest talking with staff who came to fix their toilet. They say quiet time is 9 to 9, but there are huge gaps under the doors. The gap under our balcony and front door was visible in the photos. Storage was just one coat hanger and one tiny shelf, so we lived out of our suitcase. The room had only the basics. The omelette I ordered with bacon and cheese arrived as two fried eggs, with a slab of cheese and bacon thrown on the side. When we went to reception to hire bikes, get towels, or ask questions, staff would suddenly stop talking, then seemed to whisper as we left. Maybe it sounds strange, but the whole vibe felt weird. The hotel arranged a taxi, and after we contacted it, a driver arrived, confirmed our name, and took us back. They later said it was the wrong taxi and harassed us on WhatsApp to pay for both taxis in full. When we questioned this, they ignored us, making reception interactions even more awkward. At checkout, nobody asked whether we enjoyed the stay. We genuinely felt looked down on at a five-star hotel we’d paid for in full in advance. We booked through booking.com, where the reviews section I usually get after a booking is switched off for this hotel, which seems strange. I wish I’d read the Google reviews first, since many described similar problems.

The staff were the part that made our week at Aldea Kuka so special. Everyone, from reception and the restaurant to housekeeping, was warm, friendly, and professional. A special thanks to Luis, Mike, and Tony the chef for going the extra mile for us. The hotel is exceptionally clean, with beautiful accommodations and a lovely setting. The food was delicious too. It was incredible in every aspect and, by far, the best hotel on the island. I’d recommend staying here without hesitation, and I’m looking forward to coming back soon. Thanks from Meryll, Jacqueline and Davis.