Rated 3.4 out of 5 by 238
Rated 2.0 out of 5.0 I will stay down the road next time
Getting a great review from me does not come hard at all for most hotels. I only require 3 things: clean, fast, and polite. out of those 3 required expectations, I only got polite.
Why not Clean:
The shower was filthy with Black Mold. The shower head had calcium deposit and rust. The hot water would switch between cold and hot if someone flushed the toilet up stairs. Along with the towels having someone's hair on them.
The bed was hard like sleeping on the patio. The covers smelled like someone was sweating on them as well as the pillow cases.
Why not fast:
Let's start with the little things of not recognizing me as a platinum elite member, because I always stay at Holiday Inn. I have a time share at the Orange Lake Resort because I am such a loyal Holiday Inn member. Now onto the not fast part. Our check in time was 3pm. We arrive at 4pm only to find out that the rooms are not ready. Management them proceeds to wait an hour to tell us that the rooms are not ready, go to dinner upstairs and come back later. I'm sorry, I've been on a flight sitting in a 2'X2' airplane seat over the gulf of Mexico with nothing to look at. Not to mention the 2 1/2 hours of check in time at the airport with TSA and the airlines. You can certainly understand my frustration when the manager tries to justify the delays and directing us toward a plate of sandwiches upstairs. Then calling customer service in Mexico is a waste of time, because all they do is NOT LISTEN. Then, when I get checked in, the front desk assigns us to a 2 queen bed vs. the 1 king bed we reserved. So now we have to go back down stairs and wait ANOTHER HOUR to voice my frustration and get it corrected. UNBELIEVEABLE! Here's a thought for the next time you anticipate an enormous wave of new guests to check in, MAKE SURE THE ROOMS ARE READY! DO NOT LET THE ENTIRE HOTEL CHECK OUT LATE!
How the general manager tried to help (the silver lining):
After the Customer Service contacted the hotel and let them know I was simply frustrated and wanted to move to another hotel. The general manager made the accommodations I reserved along with promise me that I will receive 1 nights points back as well as give me and my wife all inclusive. I appreciated his persistent effort to retain me as a guest, so we decided to stay.
BY THE WAY, I'm still waiting on my points refund for 1 night.
February 12, 2016
Rated 1.0 out of 5.0 by Edie97 meh
The grounds and common areas of the hotel are lovely. The bed was very comfortable. That's about it for the good statements.
No hot water.
Our room was situated on the ground floor . The floors are tiled which may explain why it was so noisy in the hallway and sounded like everybody walking or talking outside the room were inside the room with us.
I hate sounding entitled. I'm in Mexico and no local there needs to speak English, it's my responsibility to speak that country's language, but man, I would've really appreciated it if there was a front-desk clerk there that could've helped me check-in and out. The check-in and checkout process in Mexico is different than what I've seen elsewhere in the States, Canada, Australia, and Europe. Our check-in agent couldn't speak any English and so with my weak high-school level Spanish there was a lot of frustration and miscommunication. The checkout process was just as bad. The front-desk clerk didn't speak English either and more hilarity ensued. He finally pulled another employee over to translate. Turns out, this hotel didn't have access to my credit card I used to make the reservation and didn't take my credit card information when I checked in.
February 10, 2016
Rated 5.0 out of 5.0 Excelente para hospedarse e ir a trabajar.
Fue una excelente experiencia haberse hospedado en el Hotel Holiday Inn.
February 10, 2016
Rated 2.0 out of 5.0 by Fercho10 decepcionante
Deja mucho que desear para ser un hotel miembro de ihg, falta de atención por parte del personal, descuidados e instalaciones en algunos lugares sucias; espero que mejore pues era mi elección siempre que viajaba a Cancun
February 9, 2016
Rated 2.0 out of 5.0 by yoll Poor service, horrible room
Normally I just use your hotels for work but his time was my little vacations and I'm really disappointed as Sapphire member to receive a better attention in a little town as Warrenton or Silao that in your all inclusive best hotel in Cancun. the service was poor, I had to ask for a anti slip to 3 different persons, I had to call twice to receive towels, the cleaning of my room was the minimum expected and even less, on the lift for my room there never had lights, the parking lot is so reduced that I received a ticket for parking my car outside because it was full, you say is an all inclusive hotel but you need to be clear that between 2:30 to 5pm you don't offer anything to eat to your customers, just sometimes (and I quote your waitress) you offer snaks as hot dogs or french fries is something on the buffet left.
for the alcohol another joke with your bartender my first drink je gave me Buchannans, the second was a Mexican whiskey and the third he never revealed what was it. finally I was travelling with an elder person who needed a wheel chair, at the front desk they offer me one for the hole day without any charge (how kind), but the bellboy refused to give the wheel chair because it was the only one they had so the hotel cannot stay without any wheel chair (even if a customer needs it, what a logic)
So thanks to much for my little vacations issues it was a pleasure to see the sea from my 30cm view. :)
February 8, 2016
Rated 3.0 out of 5.0 by Tico 36 Buen hotel pero debe mejorar
Es la segunda vez que vengo a Cancún y me hospedo en este hotel, es bueno pero debe mejorar muchos aspectos, parqueo muy pequeño para vehículos, baños un poco viejos sin mantenimiento pero limpios, no fueron capaces de resolver un problema con un control remoto de TV mal servicio en ese caso.
Pero si es un hotel donde se puede quedar y viajar a muchos lugares.
February 6, 2016
Rated 4.0 out of 5.0 by countrytym Great room
Beautiful location, Nice rooms, clean, Great Views
February 6, 2016
Rated 2.0 out of 5.0 Holiday inn Arenas
Much of the alcohol is exempt from the "all enclusive". Why I do not know, we had to pay for anything that was not draft beer or premixed margarita.
Majority of the hotel elevators are broke. The stairs do not go outside or to lobby, but you end up in the basement, kitchen, or laundry room.
February 5, 2016