Douglas Chang
They cancelled our room that we reserved without notice, and did not offer alternative measures.We gave them an approximate time of arrival of midnight~1AM, of the next day of booking but arrived at 1:40AM due to the ADO bus taking longer to arrive at the hotel than expected. Upon arrival they were dismissing us saying that all rooms are currently full.Apparently they have a "system" that cancels the booking when it hits 1:30 AM the next day. We were not at all informed of this, and arriving close to 2AM past midnight after 5 hours of bus, we were really tired. We did not know if we were charged (Booking.com requested card payment online and not "on-site," so we assumed that we already payed for the room.) We tried asking for clarifications if our card was charged. The front desk person not only was rude, but also very terse and unhelpful. He wrongfully informed us that our credit card was charged, and that we cannot get our money back. He said the booking was "non-refundable" with broken English.It was my first time ever walking into a hotel and hearing that our reservation has been cancelled because we arrived less than half an hour later than the EXPECTED ARRIVAL TIME. OF COURSE WE CAN ARRIVE LATER THAN THE "EXPECTED" ARRIVAL TIME; THAT'S THE REASON WHY IT'S CALLED "EXPECTED." We had to leave the hotel and ended up searching around Playa del Carmen at 3AM in the morning to find other hotel rooms, because of this incompetent hotel and front desk personnel.If you would like to get your hotel room canceled at 2AM in the morning (even after giving them a close enough approximate arrival time) after traveling 5 hours, and hear that your reservation of $130 USD was non-refundable, then this hotel is for you.Shame on you guys.
a month ago 
