BookIt.com Verified Traveler Much Traveled from New York, Ny

"While the hotel looks impressive upon initial impression, there were so many little mistakes that collectively added up over the course of a week that left a bad taste in our mouths.

Housekeeping - very poor. When we first walked in, there was a dirty towel hanging on the bathroom door and multiple hairs left unwiped in the shower. One day we came back to our room and it was the little things - like the bed was remade but my socks had just been thrown on the floor carelessly next to it, and my toothbrush was placed face down into my hairbrush. Also, the sheets do not smell clean, they smell like wet rags that were only half dried. No refills on kleenex or toilet paper, nor the minibar. One of the lights outside our room burnt out, so we asked for it to be fixed because otherwise, it's dark - one of us tripped on the stairs because it was too dark and fell. It was not fixed for two days, until we asked again, telling them it was dangerous. Also, the bedside lights kept flickering when we turned them off (faulty electrical wiring), so we just unscrewed them altogether so that we could get some sleep. We would have called housekeeping or maintenance, but they take HOURS to respond. They also leave the doors open when cleaning the rooms, so all the bugs come in and you get bitten at night. I slept with bug spray on every night before going to bed and I could hear the mosquitos buzzing around me.

Tipping - it is made VERY clear that if you do not tip, you will not get any service at this hotel. I had not pulled cash yet when we arrived on the first day, so I had intended to tip the next day. But because we didn't tip the first day, we got no service - no offers for water/coffee/etc - we got all our food and waited more than 15 minutes after sitting. I was so frustrated that I went to get the glasses of water myself and one of the waitresses forcefully grabbed my hand and yelled at me, saying I wasn't allowed at the waiter station. I told her we had been waiting but no one had come by, then she backed off because she knew it was true - they were busy setting up table settings for empty tables instead of asking us if we wanted anything to drink. This made me not to want to tip them at all for the rest of the week because they made it so obvious that heavy tipping was required in order to get any service. I understand that this is an all-inclusive hotel, but if you want actual service, tipping is mandatory. I've lived in South America plus Italy, so my understanding of timing is different - I'm ok with things taking a slower pace. But NO service with a bad attitude is not acceptable.

Service in general - any time I needed help with a request, the guest service agents made me feel like I was bothering them. There was always attitude until they realized I spoke Spanish and had to ask them again for help in Spanish. Once they realized this, they realized they had no choice, they couldn't pretend not to understand me. I came across this problem at both Sian Kaan plus the agents at Akumal. I didn't like the way they would talk to each other about us because they thought none of us understood. It's rude and disrespectful, and once they realized we spoke Spanish, they made a point of telling each other 'She speaks Spanish' so that none of them would mistakenly say something on accident in front of us. This happened at check-in (they didn't want to give us the room upgrade we were promised before arrival, even though they had space), when there was a problem with the ATM machine (they wanted to charge $25US exchange fee instead of directing me to another ATM) and when we wanted to make tour reservations with a company not affiliated with the ones available in the hotel lobby (they didn't want to make the outside call until I spoke in Spanish to them).

All of this added up to just bad service. The hotel itself is very beautiful and peaceful, but the bad service and housekeeping left a bad taste in our mouths. We travel often and have been to many different properties around the world. I have paid much less money to stay in much cleaner, although simpler hotels, with way better service elsewhere. I was very disappointed and would not recommend this hotel to friends. If you plan on staying here, adjust your expectations - I would rate it a 3 out of 5 stars. I work in the travel and service industry so maybe my expectations are a little different, but I come from a place of being more understanding since I know what it's like behind the scenes - and in all the years I've been traveling and working, this is the first time I've been so disappointed in a travel experience.

Also, Alux is nice but Maiko is nothing different than what you would get at the buffet, FYI.
"

Report as Inappropriate

BookIt.com Verified Traveler Kenneth from Vancouver, British Columbia

"We have limited experience with all inclusive resorts usually preferring to rent a villa or apartment and eating at local restaurants; however our experience at Sian Kaan was so positive we plan to return.

I would recommend staying put at the Sian Kaan for all meals as the food and ambience are far superior to the other 3 sister resorts. The menus at the two speciality restaurants are creative and delicious, and the main restaurant was very elegant -- the buffet was always well stocked, fresh with so much variety. At all times of the day it never seemed crowded.

The property, rooms and grounds are immaculate and the staff very friendly and helpful. This is not a party place but for night life the other three resorts are just a short ride away.

If the beach is an important part of your holiday, you may find the Sian Kaan's private beach small and at times crowded. The beach bar was not as well stocked as the other bars. However, we were very content with lounging around the pool where there were always beds available.

The cable TV was down for two days but not a big issue.

Give it a try.




"

Report as Inappropriate

BookIt.com Verified Traveler Charles from Seattle

"We had a blast here last year. The hotel's association with 3 other hotels was like going to Disney land. The food was outstanding. Unbelievable!"

Report as Inappropriate