Cuxos Hotel Beachfront

The view is amazing, but that's the only thing this hotel has going for it. Customer service was awful throughout our stay. On arrival, the man was unfriendly and gave us no warm welcome. He hurried up the stairs while showing us to the room, and we lost track of him. Around 8:30 the next morning, I went to the front desk for questions and extra blankets, but nobody was there. There are no phones in the rooms, so you can't call the desk, and messages on WhatsApp took a day to get a reply. I waited about ten minutes before a man from a lower-level room came out and asked if I needed help. On day three, around 8:30 again, no one was at the desk when I needed toilet paper, so I knocked on the door of the man I'd found before. He handed it over with barely half a smile and didn't even say good morning or ask how he could help. I run my own business and care a lot about customer service, so I hope the company trains its employees and makes changes. We still had one night left then, and I hoped it would go well. Now I'm home: I asked, I think, Martin to arrange a cab for Saturday so we could catch the ferry back to Cancun. He told me where to wait, but the cab never came. I don't even know if anyone called it, since the desk was empty. Customer service at this hotel is terrible.

I won't stay here again. I used to like this place, and friends have stayed here over the years, but something has changed for the worse. Before I arrived, they asked when I would check in. I told them, and they replied, “See you tomorrow.” Then I got there and was told I'd have to wait almost two hours for a room, with no apology. The wall controls for the air conditioning now won't go below 20 Celsius, and it shuts off at certain times during the day and night, so it gets nice and warm. They have a nice beach club area with free chairs, but when I sat there nobody offered a drink or menu. A worker came over to ask if I was staying there, then came back two more times to ask my room number and how long I'd been there. Still no offer of anything. I went to the office, and they weren't concerned. I had to ask for room cleaning and fresh towels even though I'd been there three days. The view is the only good thing, though I did have hot water this year. It's not worth the money. I'll take my business to Ixchel beach hotel on the other side of Mayan beach club, where we always go. I was just trying to support the place I was staying.

The kids had a great time, and we loved our stay overall. The room had an amazing view, the beach looked picture-perfect, and housekeeping was super. The beds are firm but comfortable. A few small hassles: the beach club bar doesn't serve coffee, our room had no coffee maker or microwave, and the fridge didn't work properly, so we couldn't keep drinks cold. Still, we'd recommend it.

Isla Mujeres Cuxos beach club is my favorite spot on the island now. We didn't stay there, but the location is great, and Rene was an excellent server.