The staff was wonderful about coordinating airport shuttle pick up and drop off. Sandra, was always very responsive and helpful.
The staff did upgrade us from a Standard Room to a much larger room. It was spacious. However, we were disappointed for several reasons.
-The water did not get hot. It barely got to room temperature. We reported it to the front desk but it did not get any better. Showering here sucked.
-They do not provide any comforter, just a thin sheet.
-The rooms are not soundproofed. There are several clubs on either side of the hotel. If you're counting on a good night's rest for an early tour to Chichen Itza, you can forget about it.
-We returned to our room with the door wide open two days in a row. The first time it happened, we thought maybe we didn't shut the door good when we left. The following day, we conscientiously shut the door making sure it locked behind us. Low and behold, when we returned in the evening, the door was wide open again. My husband immediately reported it to the front desk and security who said they would speak with housekeeping. Luckily nothing was missing.
Unlike other 4 star hotels, we noticed this hotel did not provide a blowdryer, robes, houseslippers and wash cloths.
