Hotel Playa la Media Luna, Isla Mujeres

We had a wonderful time on the island, but this incident was by far the low point of our holiday. I can only give the hotel one star for what happened and how it was handled. We arrived early and staff told us to leave our bags in a secure storage area. We trusted them. When we came back and took our things to the room, some items were missing. The staff showed little concern. The manager avoided speaking with me, and nobody made a real effort to sort it out. We were told there were security cameras on the property, but no one even tried to check the footage. There was no investigation, accountability, or attempt to make things right. When a hotel assures guests that their belongings are safe, they expect it to take responsibility. Instead, we felt dismissed and completely unsupported.

We paid a high price and left hugely disappointed. There wasn't even an apology, much less any compensation. Shameful. On arrival, our room was very dirty, including the bathroom, which we had to clean ourselves. When we went to reception for cleaning supplies, staff seemed surprised we'd cleaned it ourselves, as though a clean bathroom on arrival were too much to expect. They even asked me to take photos of everything. The shower had no hot water and extremely weak pressure. We reported it and waited two hours before we could shower. We hoped that was the end of it, but the next day, after a trip, there was no water at all. Reception said it was being taken care of, and water came back, only to stop in the middle of our shower while someone was supposedly fixing it. Some reception staff even laughed at me when I complained. Later, a staff member didn't believe us and demanded proof, asking the exact time and day each issue had happened. She couldn't see why we were complaining because, in her view, everything was already solved, even though all this happened in our first two days. I can't understand how such basic things kept failing, and the employees' attitude was disgraceful. We asked several times to speak with the manager and each time were told she wasn't there and would arrive the next day.

The hotel is simple, but clean, and its location is great. North Beach and the Main Street restaurants are both about a 4-5 minute walk away, while the street itself is pretty quiet. Staff are helpful and ready to assist. They provide free water around the clock, which you can use to refill bottles on the floor, and freshly brewed coffee every day. The main downsides were the extremely firm mattresses and pillows, plus very low shower pressure and water that was either extremely hot or cold.

I'm usually hesitant to try a new place on Isla, but this one had a lovely pool and a great location. The view was amazing, and the room was nice and clean each day. It was a bit small for two of us, though. Morning coffee matters to me. A few times we went down and they were out, but they made more quickly. Over two or three days in a row, there were bugs on the stairs and spilled coffee that hadn't been cleaned up. Aside from that, I highly recommend it.