Palmarena by Nah Hotels Apartments

I booked a stay for February 19-24, 2024, since I’m part of a wedding party staying at this hotel. But when I checked the confirmation email on January 14, I saw it had been entered as December 19-24, 2023. Mistakes can happen, so I expected a professional hotel to help sort it out. Instead, I was charged $417 for all five nights, without even a courtesy call about the supposed no-show. The team has refused to offer a refund, a change to the reservation, or any other solution, despite the circumstances. Their website says a no-show is charged for the first night only, so charging me for the full stay when I never stayed there feels unreasonable. I’ve called them several times. The people answering don't sound like a real front desk service, and just tell me to message on WhatsApp. They said they’d speak to their boss and email me, but neither happened. This has me questioning how the hotel operates. I’m asking upper management to address it promptly. Otherwise, I won’t book there again, and I’ll tell others about the financial loss and stress. Be careful booking a hotel like this.

The studio suited me perfectly, and the people were nice. Downstairs there’s a pleasant outdoor area with a BBQ and a nice pool, though there isn't anywhere sunny to lie out if that's what you're after. The gym could use some attention. It smells a little damp, needs a portable fan, and the one machine there could do with maintenance.

The room was noisy and humid, and the sink was poor and smelled bad. I paid the full rate through Booking.com, but was told I had to pay more before I could check in. I showed them my receipt, but they still insisted on extra money. I complained to Booking.com, but they refused to investigate and said my receipt didn't show what service I had bought. I regret booking this hotel through them. The hotel seems able to get away with this because Booking.com encourages it. They had good ratings, but apparently don't let you comment on their service there. Don't book PALMARENA BY Nah Hotels in Playa del Carmen, and don't use Booking.com again.

Ants got into the room, and it took us about ten minutes to walk to 5th Ave and transportation. The price is good if you’re staying five nights or more, though it was hard to find at first. During our six-night stay, housekeeping came only once, even though they clean every third day. Our toilet wouldn’t flush, so we had to use the bathroom by the pool. The pool is very cold if you have kids.