ARENAS CANCÚN VISTA AL MAR

“Good for sleep and shower”

The hotel is fine if you’re looking for basic accommodation to sleep and shower. I don’t recommend paying for the all inclusive package as the drinks were watered down and the food was not good. The room was very basic. Internet was not good. Service was okay. Keycard wouldn’t open the door some days, hotel was run down, ants in the room, etc.

“DO NOT BOOK PLEASE”

This is an honest and true impact of what this hotel is really like. After careful thought I feel it is necessary to inform you of the deeply upsetting, isolating, falsely advertised, and expensive holiday experience I endured. This holiday has not only ruined my time away but also severely affected my Christmas, New Year, and most importantly my mental health. I am a 52-year-old white British female who travels alone and has done so many times previously through Love Holidays without issue. Total Cost Paid: £2,748.91 (plus additional hotel taxes and VISITAX on arrival, which was never checked) 1. Nexus Transfer – Arrival Experience Upon arrival in Mexico, I approached the Nexus transfer desk. I was told to wait, after which two staff members walked away, leaving me standing alone. Approximately half an hour later, a female staff member approached me and very rudely told me to “just wait” when I politely asked why. When I calmly asked for her name, she placed her right hand on my arm, covered her name badge with her left hand, and said, “I’m not giving you my name so you can make me lose my job.” This was never my intention. I was alone, in a foreign country, unable to speak the language, and felt extremely intimidated and frightened. She then walked away, leaving me crying and wanting to leave. About an hour later, a man approached me shouting, “Here, here is your taxi.” I was visibly shaking and crying, and even the taxi driver repeatedly asked if I was okay. Retune pick up was late by 30 minutes, only one other couple picked up after me, none before 2. Hotel Check-In Upon arrival at the hotel, the receptionist, who did not speak English, shouted instructions at me regarding payments, cards, and room details in an aggressive and unwelcoming manner. Her attitude was unnecessary, hurtful, and made me feel extremely uncomfortable and unwelcome from the outset. Give paper to sign and to be honest don’t know what I signed 3. Room & Hotel Condition Issues Throughout my 11-night stay, I experienced the following issues: Dirty floors that were never cleaned once Sliding balcony door extremely difficult to open and close, requiring two hands A makeshift and unsafe balcony lock No balcony light, making it unusable at night No suitable place to dry wet swimwear or towels, causing the bathroom to smell (unable to leave clothing on balcony) Dirty marks all over the fridge door, never cleaned Hairdryer advertised but not provided Television unusable unless connected to the internet (not advertised) Gym not advertised; repeatedly asked reception over 5 days how to use it and whether a card was required, then gave up Each interaction with reception was met with eye-rolling, dirty looks, and staff walking away without answering This behaviour made me feel scared, worried, stupid for choosing this hotel, and deeply uncomfortable thought my stay 4. Restaurant Treatment & Food Issues I was shouted at by the same female restaurant staff member on multiple occasions for what I was wearing, despite wearing the same cover-up for several days without issue previously. On one evening, when attempting to sit down, she shouted “No, no, you can’t!” When I politely asked where I could sit, she pointed outside. I placed my plate down, with all eyes on me, and began crying from embarrassment before walking out without eating. As a result: I did not eat breakfast on 4 out of 11 days I missed lunch on 6 out of 11 days I missed multiple evening meals Checked out at 12pm on the 11th day and unable to eat or drink as banded is taken 5. Misleading Advertising & Lack of Support Advertised swim-up bar did not exist Advertised infinity pool was not working No Love Holidays representative on site (wasn’t aware of this when booking holiday) Unable to book excursions due to language barriers Staff did not speak English Google Translate was ineffective I felt completely isolated and unsupported Pool side snack bar offered chips, hotdog, pizza and one other hot dog only, everything else had to be purchased, and only 2 soft drinks available. Not available all day as advised 12pn to 6pm (all food served cold) nothing was advertised in English; there was a bit of paper with photos Never offered any form of active as advertised, no table tennis table, no aqua fit session supplied, no aerobic classes as advertised online Online hotel is advertised as a four star, nowhere near that level No sandy beach (full of seaweed) only 8 beds on beach that could be used In 11 days, there was only 4 nights of entertainment, and they were either Spanish singers or Mexican singers · I spent most of my holiday alone in my room or by the pool for short periods · Min bar advertised online, no mini bar in room, there were x 2 bottles of complimentary water, then you had to buy bottles of water as not supplied though out the holiday, could only fill up a cup when the restaurant was open · Café advertised online, no café on site apart from a mini shop · Two restaurants on site advertised again, only saw and eat in one · Only one dining room option not two as again advertised online 6. Meeting with Hotel Manager On New Year’s Eve, I waited 2.5 hours in reception to speak with the hotel manager. The meeting lasted approximately 10 minutes. When I raised my concerns, his response was simply, “What can I do?” which was deeply disappointing. I told him the hotel needs to be truthful when advertising and that this hotel is not suitable for English-speaking guests. I firmly believe there is discrimination towards anyone who speaks English. He said he would to my holiday rep and get back to me, two days later walked past me twice and never address anything with me Impact on My Wellbeing I spent this holiday feeling: Unhappy Isolated Intimidated Victimised Embarrassed Ashamed Hurt Disappointed The emotional impact has continued since returning home. I am struggling to talk to friends, family, or work colleagues about the distressing and embarrassing experience I endured.

“Family holiday”

Upon arrival at the hotel, my initial impression was one of uncertainty. Due to the rain, towels had been placed on the floor in the reception area, and we were not greeted immediately. However, this was understandable as we were waiting in a queue. When we reached the reception desk, the staff were very pleasant and welcoming. Although their English was limited, communication was not an issue, as we were able to understand each other using translators and body language. The reception team were helpful and consistently professional, always greeting guests with warm smiles. There were six of us travelling together. Upon entering our room, we were pleasantly surprised by how clean and spacious it was. The room featured a balcony with beautiful views, and the bed was extremely comfortable. Housekeeping services were provided daily, and upon request, a kettle was delivered to the room along with coffee, cups, and all necessary amenities. Breakfast offered limited variety. Guests expecting a traditional continental breakfast with items such as cheese, salami, or ham may be disappointed. That said, the omelettes prepared at the egg station were very good. Breakfast service begins at 7:30 am, though the omelette and egg station does not open until 8:15 am, which we found somewhat unusual. Lunch and dinner options were satisfactory, and it was always possible to find something suitable to eat. This is not a five-star property, and the experience reflects the value paid. Guests who wish to swim in the sea should note that this hotel may not be ideal for that purpose. Although the hotel has a small beach area, it is often affected by seaweed and is not particularly inviting for swimming. For those seeking a better beach experience, I would recommend visiting the beaches near the Coco Bongo area, where the coastline is beautiful and the sea is far more appealing. It is also important to note that the hotel is quite old and appears somewhat tired in places. Guests should manage their expectations accordingly, as this property does not reflect a four- or five-star standard. In my opinion, it is more in line with a three-star hotel. Guests who smoke should be aware that this is a smoke-free hotel. Smoking is not permitted around the swimming pool or on room balconies. This policy would benefit from being more clearly communicated by travel companies prior to arrival. Although we are still currently staying at the hotel, our experience so far has been enjoyable. The entertainment team and hotel staff consistently go above and beyond to ensure guests have a pleasant stay. They work long hours and remain friendly and attentive at all times, which is truly commendable.

“Don’t go”

This is not a 4 star hotel, this is a 1star . If you are British don’t come here because no one speaks English I suppose you get what you pay for though as it was cheaper than other hotels. Food was ok but not a big variety, waiter staff were friendly. Room was clean but basic , can’t have a cup of coffee unless you are sat in the restaurant. Next to no entertainment so be prepared to spend money for days out and excursions because you will get very bored staying in the hotel. WiFi is very poor and no swim up bar as advertised. Beach is right outside the hotel but very limited loungers and space and due to pool and beach locations you get very little sun as you are always in the shade. My advise is spend that little bit more on a different hotel because you will end up spending a lot more trying to get away from this hotel on days out and better food .