Casa Turquesa

Boulevard Kukulcan Km 13.5 Zona Hotelera Cancun | Cancun 77500  [SEE MAP]Cancun  [SEE ADDRESS]

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Guest Reviews

TripAdvisor Traveler Rating 1

One of the worst hotel experiences I’ve ever experienced

Apr 4th, 2020

I’ll preface this by noting I had stayed here a couple years ago, but had such a bad experience I resolved not to write a review so that I could forget about it. However, I’ll tell you about my experience so you’re aware of the type of customer service you could expect to receive. The reservation was booked through RCI, which has a policy of booking stays in one-week increments. As such, the original reservation was for June 17-24, but I emailed the Casa Turquesa reservation desk on April 19 to see if there was a way to rearrange the dates to make it fit my itinerary. Alan from Casa Turquesa responded and told me there was no way to do so, so I just confirmed with him that I would not be checking in until June 20, unlike the original reservation of June 17. I confirmed a second time with him on June 12 just to make sure that everything was good, as I had heard there have been other accounts of people having difficulties checking into hotels in Cancun. Alan did confirm my arrival date on April 28 and June 13 respectively, so I was confident everything was good. When I arrived at Casa Turquesa, I brought the email correspondence as evidence of my reservation, but the manager, Mus, was extremely rude and unaccommodating. He claimed that I should have called them in advance, even though in the confirmation email Casa Turquesa sent me, it states that should there be any changes to the itinerary, one could call or email them. I did not call because that involved international charges, and I had already emailed them confirming things twice. Mus did not honor the reservation, and when my friend attempted to step in to talk to him, he told her that “he could only speak to one person at a time” and condescendingly asked if he should talk to her or me. He continued having a patronizing attitude and had no semblance of customer service, as he was not willing to work with us, stating that “there is no money involved, so there is no problem with them”. However, it was an employee of theirs of confirmed everything was in good order, and as such I tried to tell him that. He refused to listen to logic and in the end, wished us “good luck” in finding another place. The hotels in the nearby area were all expensive, and it was late at night. We had limited resources, and so walking to downtown Cancun was unsafe and dangerous, and it was extremely expensive to take a taxi. As such, we were planning to sleep in the lobby because there wasn’t any other option available to us. We were just three girls tired, hungry, sleepy, and frustrated with our experience. Mus refused to help us until speaking to Alan, who he said would be there at 10:30 am the next morning. In the end, we were able to stay in a room because someone “didn’t check in”. However, I find it unbelievable that in a city that receives a lot of tourists, we were subject to the worst customer service experience and went through a lot of frustration and fear that we would not have a bed to sleep in that night, despite having taken all precautions and being calm and reasonable the entire time. Mus needs lessons in empathy as well as in customer service, because he clearly does not know how to treat people correctly. Customer or not, there was no hospitality and no sense of responsibility from Mus in Casa Turquesa, and that type of ill treatment deserves to be noted. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

Old/big rooms, good location

Mar 29th, 2020

Our first room 3rd floor was big, nice views, big balcony, old furniture and the AC didn’t work. We stayed there for one night fortunately. Around 1am after we complained the AC wasn’t working and maintenance guy told us it was nothing he can’t do until next day, We got changed to another room 1 st floor that it was modern and comfortable. The hotel is nice but just for sleeping as the guy in the front told us. Not really a resort to stay for the day. Nothing to do inside the hotel. There is a nice pool, nice views. If you have a group of friend a recommend the room we stayed. Nice jacuzzi and area to party as a group. Walking to everywhere or taking the bus to the city. Safe area. Beautiful beach. My pictures are from my second room. If you are going to be doing tours all the time and get a good price go for it. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Location great but facility and staff not so much

Mar 18th, 2020

owner wanted to charge us extra taxes on the room we had already paid trying to scam us. I asked the owner every day to explain the taxes. And every day he said he’d check then finally he said I was right and we already paid it. He did not give our money back until the day we left. Water in room was either boiling hot or freezing cold for showers. So much to the point where I dreaded to shower. The AC was not working whatsoever. We called to get it looked at and no one ever came up. The hot tub/jacuzzi right outside the room was filthy and old. Very unpleasant. The only good thing is location because I got to wake up to a beautiful view and fell asleep to sound of the ocean. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Vintage old Villa surrounded by big hotels

Mar 5th, 2020

We loved it! Small intimate and chill. Yes it doesn’t have the big hotel amenities but come on. It’s well worth it and we will come back next time we go to Mexico. The history will keep this place special TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Awful experience

Feb 26th, 2020

I have never wrote an awful review. But I think people traveling here should know about my experience... I had a reservation at Hotel Casa turquesa in Cancun from Feb 21 to Feb 25. I made the reservation through book in. I had booked at this place in particular because I was attending a wedding very close to it. I had been in touch with the property requesting two beds as I was traveling with my wife and my 3 year old baby . They had responded well. I told them I was going to show up between 8 and 9 pm on Feb 21st and we asked about factura invoicing . So far so good... When we showed up at the hotel, the security guard did not allowed us inside the property as they did not have our confirmation in their records (he mentioned they had overbooking issues with a wedding and could not find out reservation anywhere) the reservation had been confirmed for days! I talked to the person from booking and it turned out that he was in Miami and could only try to help by calling the hotel administration . He told us to wait as someone would be with us shortly. In these conversations (at least 5 of them) asked us to wait, as someone was going to come and help us and he assured the reservation was confirmed.... this went back and forth for an hour.... I was out there standing on the side of the road (tired after a full day of traveling) with luggage and a baby for 1 hour until no response and no resolution was achieved... I decided to cancel the reservation. I went back on line and booked the next available hotel (at the best available rate) and ended up in a very nice place but more expensive . I am terrible disappointed with this experience in booking here. I just want to raise my concern about this property formally and would be wary of making a reservation here as it might not get respected by the property ... Awful experience! TRIPADVISOR.COM USER 

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