Blue Coconut Cancun Hotel in Cancun

I'm not coming back. Honestly, I didn't like it at all. They charge extra for the air conditioning, and they gave me a room with a fan that was incredibly noisy and I was worried it might fall over. The price was too high for what they offered, especially since even the bed was uncomfortable and old. I'm not coming back.

We booked through a travel website. None of the reception workers would honor the price of our booking. They charged us over $30 US dollars more. I asked why and they said taxes. I told them ' look our reservation says includes all taxes and fees' and they said they don't use the Mexican exchange rate, they have their own and would not honor the price on the print out of my reservation. With my small children next to me they told me if I don't pay it, I can cancel even though it is non refundable and I wouldn't get my money back.I have a pregnancy disability so I paid and let them know that this is stealing and I would leave a review. The United airlines booking service tried to talk to them but told me the hotel was being unreasonable so they would refund me anyway to make it right. Thank you United Airlines. The clerks at the hotel were less than polite. They told us not to steal their towels which I have never done in my life but they know how to make their guests feel uncomfortable. They're were so so so many ants in our room. Their idea of continental breakfast is let literally plain toast with glass barely bigger than a shot glass of juice or instant coffee. You can put butter and jelly on it yourself. There is nothing else that comes with continental breakfast. Even though we were not used to the lack of choice in a continental breakfast, the breakfast was probably the best part of our stay because we all like strawberry jelly. The TV did not work in our room and we were so hot because the air conditioning in our room was not powerful. They did a nice job of decorating the place with plants, and pretty colorful paintings on the wall, lights on the trees. The pool was dirty and kind of scary looking. None of us got in. I took a couple Clorox wipes and wiped off the remotes, keys, and tables- they were black with dirt when I finished. The worst part though was the first impression- Once someone tries to steal your money I don't think you can come back from that. Blue coconut- you can do better. What you did was shameful.

This is definitely not a place for tourists. AC was at an additional cost, there was only bedding on one of the beds, and half of the floor was covered in a puddle of water. The surrounding area is unsafe (confirmed by two taxi drivers) and was noisy during the night. Staff was friendly but staying here was more of a crazy story than an enjoyable experience.

This kind of place is why I don't trust booking.com or the likes. Always bad surprises and fake advertisement with them. I'll only use Airbnb from now on.
Listing says it has wifi in all rooms, but they omitted it's only for half the rooms. Also no towels or even a bed cover. The staff isn't very cooperative either.

Reply to owner: This is on your listing "Featuring a private bathroom with a shower, rooms at the hotel also feature free WiFi, while selected rooms also feature a garden view."
Not very honest now are we?

Do you not stay here! First of all this is a bad area that you can’t walk around in. Secondly we specifically wanted to book a hotel room with a pool… The pool was so dirty no one could even use it. We paid for two weeks and only stayed one night we tried to explain to them and cancel our reservations but was told it was “non-refundable“ this hotel was not as advertised and we lost out on all of our money because we could not stay here and had to move to another hotel.