2/10 Terrible
Chrystal
Business traveler
Dec 20, 2025
Disliked: Cleanliness, amenities, property conditions & facilities
Formal Complaint – Failure to Disclose Construction, Misrepresentation, and Fraudulent Practices
I am submitting a formal complaint regarding my stay at this hotel due to severe misrepresentation, failure to disclose active construction, and deceptive practices by front desk staff.
At no point prior to booking or check-in was I informed that the property is undergoing major construction, including the addition of two full floors to the building. During my stay, there was constant and extremely loud drilling and construction noise from approximately 8:30 a.m. to 5:00 p.m., making the room uninhabitable. This was not minor maintenance; it was heavy construction that should have required the hotel to be closed to paying guests. Reception staff continue to assign rooms directly affected by the noise. Operating a hotel during eight hours a day of heavy construction without disclosure is consumer fraud.
In addition, guests are deliberately misled about transportation services. The receptionist falsely stated that no alternative transportation options were available and quoted 1,250 MXN for an airport transfer. This is significantly above the market rate, which is typically 700–800 MXN to Cancun Airport, and alternative services are readily available. Providing false information to justify inflated charges is fraud. I am requesting a full refund or a full investigation by Profeco will be initiated. I am a Permanent Resident of Mexico, working in tourism. This is Fraud.
Chrystal
Stayed 1 night in Dec 2025
