Capital O Hotel Brisas del Mar Playa Del Carmen

I had a really bad experience with this host. Worst host ever, I wouldn’t recommend him at all. Trust me, you don’t want to regret it!

The rooms were clean, at least, but this was easily the worst place I could have stayed. The hotel is far from the city center, hard to find, and poorly signposted. I had to call Booking.com because I couldn’t get a clear location. They advertise a pool, but it only appears in photos and isn’t there. Reception was always empty, though the cleaning staff were there and helped me. The manager lives on the top floor, and I found him dirty and smelly. The photos seem to show that floor, which isn’t open to guests. Other rooms look at the neighboring building’s wall, and some walls seem like cardboard, so noise from next door carries through. They also charged me through Booking.com, then asked me to pay again when I arrived because they couldn’t verify it. Booking.com said the hotel would refund me, but the hotel never returned the money or replied to my messages. Luckily it wasn’t much.

Arriving in the early hours with young children made the lack of reception support especially difficult. There was no way to reach anyone. I called the place where I booked and got a reception number, but calls either went unanswered or straight to voicemail. It was a very bad experience.

We were in a room right by the stairs and had a terrible time sleeping. People talking in reception, the hallways, or stairwells could be heard in the room at any hour, and the doorbell rang loudly enough to carry into some rooms. At the front of the hotel, noise from bars goes on until 3 a.m., and the rooms aren’t soundproofed. There was also construction next door during the day, with hammering. The staff were friendly, but hopefully they’ll redesign things so noise doesn’t get into the rooms, as some other hotels do.