Hotel Casa Punta Coco & Beach Club - Adults Only

This place is an absolute gem of a find. It is quiet and paradisiacal. Also the vista is one of the most beautiful on the island of Holbox. We were able to choose where to sit and relax - choosing the hammocks to start and then the day bed. We were served mango smoothies and then indulged in two starter plates of food. The food was exceptional! Beautifully presented and tasted so so good! All in all a fantastic place to spend an afternoon relaxing, reading, swimming and enjoying the quiet side of Holbox.

DAY 1 I booked transportation from the Cacun with the hotel many months before the arrival. I emailed them many times to confirm and they would rarely get back to me. When they did respond they would just ask for my flight info again. over and over again. I kept giving it to them and would ask who/what I am supposed to look for when I arrive to the airport. They never gave me the details. So of course when I landed in Cancun, there was no one there to pick us up. We called the hotel several times and when they finally answered they kept me on hold for almost an hour telling me that there is somewhere there but would never give me details. They kept saying to look for a man in a black shirt. It got to the point where we saw a taxi man (in a blue shirt) answer a call and write my name on a piece of scrap paper and pretend he was there the whole time. We witnessed the entire lie. When I asked the hotel manager, Shamara, about this, she lied to me again and said that the driver was always there and never once apologized to me. Upon check in, our room was full of termites. We messaged the manager about this and she said “yes. this is a common problem in this room” and she sent an employee up with Raid to spray. This was late at night and we were about to sleep so I asked to not spray right now and I will do it in the morning before we leave the room for the day due to the poison.

TL;DR- don't stay here - we were knowingly overcharged with zero response from them as we tried to resolve this, place is over priced, no hot water, stained sheets, badly located and food was mediocre at best. Terrible experience from beginning to end. We had a nice welcome from the receptionist when we arrived in the evening, had a quick dinner, and went to our room to settle. We took a shower with hot water for no more than a minute and no door so the water was splashing all over the place. We were tired so I was going to say something in the morning but then we get into bed and see the sheets have stains so at this point I sent them a WhatsApp (their main way of communicating) but no response. We went to the reception but no one was there. The hour was only 10pm! We only got a response at 9am the next morning, they apologized, changed sheets, and promised to make it up to us - which they never did. Regarding the hot water we were told to keep the water running for a while as it takes time to heat up - we subsequently waited for 20 minutes to no avail. We complained twice more, we were told someone would take a look which no one ever did so we kept on taking cold showers. The morning we left the hotel (a day and a half early because it was so bad), my credit card was charged, and running the quick math it was more than the full price of accommodation so I assumed that included all the extra charges, My husband also went to the reception to ask the manager for the bill, she said she would come back with the details but never did. We then left the hotel and assumed we would get the details later to review. Apparently, there were more charges so while we were on the ferry to the mainland the manager canceled the transport that was arranged because supposedly we didn't pay the whole bill. We had a flight to catch and she completely screwed us over by canceling that ride. I called to understand what was going on and she insisted I give her approval to charge my card (without having seen any receipts) for her to rebook our ride - literally left us now with no choice and not the slightest benefit of the doubt that this was a misunderstanding. We had no other choice so I gave her approval and we got on the ride. She later sent the detailed bill and not surprisingly the bill had an overcharge of ~$500! Different prices of transportation than what was in written communication, food prices that were wrong, etc. I sent a detailed response with all the mistakes and got no response. 2 hours later I see they charged the full overcharged amount without my consent. Since then they've been ghosting me. I'm already disputing the charge but this has been a horrible experience with people who are absolute scammers. Not as major as these horrors but the food isn't great at all. The breakfast was nice but the dinner is extremely overpriced (even relative to the expensive places here), mediocre at best, and takes forever as it's a home kitchen and one cook serving ev