Los Aluxes Hotel

I went to the hotel one week ago and I am annoyed because in my room the air conditional don’t freeze and I arrive to my room so tired and hot, when I open the door. I wait the room freeze but I open the door and I Feel the room so hot, and that is so annoying . in merida the wether is so wet. I went to the receptionist and said mi problen the receptionist ,said she call some asisten to check

Happy start, sad ending… I live in Merida permanently and I was excited to find a Hotel that is Pefriendly and offers a Day Pass to use the Pool (we had to pay 315 pesos but could consume in the restaurant, great offer!). The day started great, we had a swim and relaxed at the Pool. Pool is clean, big, nice chairs, the food was good too. We had to wait a looooong time for everything and had to go ourselves to the restaurant to order or for them to bring towels we had to use but oh well, things are slower in Mexico. Suddenly a group of around 20 kids and several adults arrived and took over the whole place. I don’t have anything against kids enjoying the Pool and have fun and yes, it can get a little louder. But the situation went out of control: 20 kids jumping in and out, screaming and then starting to play Ball, hitting several guests including me and my friend several times. I asked a few times politely to be careful as we were eating lunch and had a dog with us. My dog was behind our chairs and behind large plant pods so she wasn’t even close to the Pool. But the kids went crazy without anyone saying something. After the second time the ball hit my dog we left the Pool area and wanted to pay and leave. As we had to leave the day a few hours earlier than planned because there was NO way to use the Pool anymore or stay there without being hit, we didn’t reach our minimum of consumption. I asked in the restaurant if they could give us something to go and they refused. No solution offered. I asked at the reception for a solution, nothing. My dog was shaking and was bleeding a bit at her leg, must have happened when she got scared because of the ball flying towards her). I had to wait 30 minutes for the manager to finally talk to us and then it took us a while where we had to come up with a few solution ideas until he said we can just pay what we consumed. Ridiculous!!!! Just apologize and offer a Day Pass for another day to come back and use the rest of money and we would have been ok. Long story short: The main problem of this Hotel is the Management and staff not knowing what to do or how to provide a good service. NOBODY of the hotel staff came to the Pool in over an hour to talk to the supervisors of the kids to respect the other guests. Another guest came running when we left and she said that the ball just hit her older mother. I hope they finally sent someone… I left the place disappointed and sad. This could have been a great place to come to on the weekends and bring more friends. But the way they dealt with the situation was the main problem, not the „bad luck“ with the groups of kids. If the Hotel would have offered to come another day and enjoy the Pool when it’s more quiet, we would have understood and would have left in the mood to come back. Such a shame we won’t :(

I arrived thinking this was going to be a good experience and booked a room for 6 day’s but quickly let down. Oh boy where should I start? My first day I got here they take us to our room and to my surprise above the shower was filled with black mould! I wouldn’t even let my dog stay here. They gave us another room of less quality and everyday was less and less joyful!!! Service was very poor and room service food was the worst food I’ve ever tasted! As simple as a pizza they couldn’t even get that right? Cold and flavourless!! They are charging high prices trying to act like they are a good quality hotel but they are not!!! In six day’s house keeping cleaned our room trice! They never even changed the bed sheets even though it’s 49°C and the sweating here is a lot. The buffet food was okay I guess? Definitely not worth the price they were asking! Local businesses around the hotel try to take advantage of tourists for sure!!! No prices on anything but they will let you know how much it costs based on how you are dressed! I would never stay here again and would never recommend this hotel to anyone!! Travelers beware!!!!