Santuario Playa

The service was extremely poor, and the staff were rude. The music was very loud all day. There were only eggs or chilaquiles for breakfast, and no water in the kitchen. We asked for the water to be fixed, but nothing was ever done. Our sheets were dirty from the first day and weren't changed during our seven-night stay. There were huge cockroaches, and bugs in the bed bit us all over. At the restaurant, we ordered a mixed meat dish from the menu but got something different, and it was awful.

What we got bore little resemblance to the booking photos, and the hotel wouldn't refund us. The only positive was a front desk employee who really tried to help. I don't recommend staying here. It wasn't worth the money, stress, or ruined vacation. The room was old and worn, and the sheets had stains. There was no shower door, so water spread across the bathroom and into the hallway, leaving the floor slippery. We had to mop just to get to the toilet. The kitchen was only a kitchen in name: there was a stove but no useful cookware, just two glasses and two cups. Nails stuck out of the bedside tables, posing a risk of injury or damage to our things. The breakfast hours ended at 9:00 a.m. and the choices were just eggs and pancakes. The children were handed picture menus, but when they tried to order, they were told everything pictured cost extra. The booking photos showed a large bed in the living room, but there wasn't one in our room. We asked for the pictured room right away on arrival and were told it was under maintenance. A higher-category room was available, but the hotel wouldn't move us unless we paid extra. The room we received looked nothing like what we had booked.

What a great place to find at such a good price. The hotel has artisan decor and sits right in the heart of Playa Del Carmen, just a few minutes' walk from the beach and nightlife. Breakfast is included at Chez Waffle next door, and their waffles are to die for. See you next year, Jackie.

There was loud music, the rooms needed cleaning, and breakfast had few choices. The plates were small and the restaurant had only two sections. Servers didn't pay much attention to customers. I wouldn't return.