Kukun Tonalá 30 Roma

I booked the most expensive option, a two-bedroom penthouse suite, through Citi Travel, but was put in a regular two-bedroom room instead. Management said they'd sort out a refund the next day, after my stay, and since then they've ignored my messages about it. I feel they took $160 from me by assigning a lesser room, and the listings were deceptive. The management was poor throughout. Check-in was supposed to be at 3pm on Monday, but there was no concierge to meet or help me, and I hadn't been sent the room access code. I spent three hours in the lobby trying WhatsApp and phone calls, but could only reach an AI chatbot at first. Eventually someone answered, but they put us in the wrong room twice. A very poor stay and experience with management.

We had a really pleasant stay, and the room was clean with a very comfortable bed. We also got quick help over Whatsapp and appreciated the local tips they shared. I was a little nervous after booking when I saw some of the less positive Google reviews, but this ended up being one of the places we liked most on our trip through Mexico. Great value for the money.

The location is handy for getting to tourist spots, and reception were kind. Check-in and check-out were easy. Still, for what we paid, it didn't feel worth it. At this price in Mexico, more than US$50 a day feels expensive given the problems. If they improve those things, the value might make sense. I stayed a week and housekeeping never came, so we had the same towels and sheets all week, and the room bins weren't emptied. The room wasn't properly clean when I arrived: there was hair in the shower and on the pillows, the sheets were torn and so thin they were almost see-through, and the couch had some unknown stain. The bathroom was tiny and its door didn't open properly. Hot water stopped after a while, and on the last day there was none at 5:00 AM. The elevators sometimes didn't work, so I had to take the stairs. I only realized during the stay that the hotel allows pets, and with the cleaning being so poor, I wasn't sure booking it was a good idea.

The area was great, but pretty much everything else was a letdown. The bathroom wasn't clean, and the soap, conditioner, and shampoo were all empty. It took two days for more to arrive. The bed creaked badly and was uncomfortable, and the property didn't look as nice as the photos suggested. There aren't hotel staff on site, only security, so you have to contact someone through what's app. My husband needed Google Translate to communicate. We couldn't check in right away because we were waiting for a reply, and we didn't get a TV remote until near the end of our stay. We wish we'd researched more before booking. The lack of service was frustrating.