Aquastar Hotel & Apartments

I booked a stay in Mahahual for a family trip, then our country issued a press release urging people not to travel to those places because of cartel rivalry. I contacted the hotel less than 24 hours after booking to cancel and asked whether I could get some money back. I knew I wouldn't get a full refund, but they refused to refund anything, even though I cancelled within 24 hours. The young woman I spoke with wouldn't let me talk to a manager or supervisor. She just kept saying it was hotel policy. This hotel is so, so bad!

The staff were exceptionally nice, and when we left a day early they politely refunded us for the unused day. Still, the noise made this a bad fit for me. We booked a pool room for two adults and a child, and the room next door had music blaring. The restaurant was blasting music too, and people kept approaching us to sell things. Mahahual's strip wasn't for me. This felt like a cruise ship stop, where they don't expect return customers. The food was average at best. The staff should have realized how loud it was, jet plane decibel level 😆. You can do better.

Ramsy went above and beyond for us. He remembered what we liked to eat and drink, helped us figure out the area, and gave us lots of tips for enjoying it. We really enjoyed our stay at this beachside hotel. The little pool was great, and we got to bask in the sunshine.

We didn't stay overnight, just bought a family day pass to use both pools. The front desk staff were friendly, and the location is amazing, with a great view from the rooftop pool. Both pools were fairly clean, and we had an enjoyable time getting food and drinks served poolside. We skipped the extra prepaid food and drink option since there was no advantage to it: if you spent more than the amount paid upfront, you had to cover the difference anyway. We simply paid our restaurant tab. It was a great way to spend the day.