This place does not provide all the information when you are booking. They do not disclose that you are limited to 20KW per day and must pay the excess usage of electricity. They do not tell you that you may not bring visitors after 10 PM. Also they do not tell you that the deposit must be in cash. NONE of this information is included when you are booking, you receive a message a few days before your check in to advise of the extra fee for electricity (which at that point it is too late to cancel because you have already paid for the reservation). The rest of the rules are told once you are checking in, again too late to cancel or modify since you have been travelling and you are tired and cannot find another accomodation and will not be refunded because you do not agree with their strict rules. I booked a 2 bedroom appartment for my cousin and I, not knowing that my boyfriend would come during the week, he arrived at 2 am and had no where to go and the security would not let him in. We finally just walked in against the securities will and he cut the electricity of the appartment, I had to go outside at 3 in the morning and he still refused to return my eleectricity because I disobeyed him. (we did not bring in 10 people and have a party) also they filmed our door and you can hear us talking so they invented an excuse that neighbours complained (we apologized to the neighbours the next day, and they had no idea what we were talking about saying they were asleep and we never bothered anyone). It was like nothing I have ever seen before. This all happened on day 3, so the security and manager were extremely petty and rude to us for the rest of our stay because "we broke the rule and allowed my boyfriend to come so he would not have to stay on the street." If you ask me this establishment is really not welcoming and although they claim their rules are in place for our safety, I must strongly disagree. We were therefore obliged to rent another location because the manager Ofelia would not accept to add another guest even tho we offered to pay for the stay, it was just like she was doing it because we disobeyed them one night, she kept telling me to go to the agency I booked with and modify the number of guest, but everyone knows that once you are already in-stay you can no longer modify. This hotel just ruined our stay in Playa Del Carmen. Also the daytime security was EXTREMELY rude, we had a friend signing in at 3pm and he asked a question to the security, the security was not nice and began to yell at my friend and tell him he was not welcome there and he could no longer visit. I could honestly go on about the rest of the terrible service we received from the security and management at this establishment but I believe I have provided enough information. To anyone who still decides to choose this accomodation, my prayers are with you, atleast the front desk staff is very nice. As for security and upper management good luck with them, since they treat their guest as they are living in a boarding school.
P.S when I gave my review to hotels.com regarding my check in and how it was going the managements response was EXTREMELY unprofessional. they answered we are sorry that you did not read before booking. This is very insulting because I read EVERYTHING and took screenshots and this was not my mistake this establishment withholds information.
SIncerely, not impressed with Anah Baitna :(
3 months ago