Firstly, the hotel is fine, but having stayed in other accommodation in Tulum, it's not as good as portrayed on their website, or as the price would suggest. There's better value elsewhere. We booked in for 3 nights in October in room 102. The room was as expected, even if some of the fixtures in the room and overall standard of the property were average and poor value for money.
On the evening of our first night, we discovered that our room was infested with mosquitos. Not j…ust a few, but hundreds and thousands. We asked for assistance at the front desk and were told we could purchase insect spray down the road. Ha!
We waited for a different member of staff to return to the front desk and took him to our room to investigate the issue. We were told that it was not safe for us to remain in the room and that we should relocate to a different room immediately, where we could stay for the rest of our time there. So, we packed up our things after completely settling in and moved to a mosquito free room.
The following morning, Monica, who introduced herself to us as the manager said that the room we had moved into was booked that night and we need to relocate back to our original room after they fumigated it with chemicals that day to rid it of mosquitos. When we protested that wasn't acceptable to us, we were told too bad, that we absolutely had to vacate the room or we would be "removed".
Monica could quite possibly be the rudest hotel manager I have ever come across. We requested a refund for our remaining 2 nights and were told that a different manager would have to review the request and that Booking would need to be involved also, as the reservation was made through that site. The payment was made to ArenaBlue directly, so Booking were unable to assist.
Ultimately we decided to cut our losses and leave regardless of any refunds, rather than waste another minute of our precious holiday. Still yet to get a response to my refund request from ArenaBlue.
These people are money hungry hacks that don't care about their guests health, safety, enjoyment or comfort. Avoid at all costs.
We booked in for 3 nights in October in room 102. The room was as expected, even if some of the fixtures in the room and overall standard of the property were average and poor value for money. On the evening of our first night, we discovered that our room was infested with mosquitos. Not j…ust a few, but hundreds and thousands. We asked for assistance at the front desk and were told we could purchase insect spray down the road. Ha! We waited for a different member of staff to return to the front desk and took him to our room to investigate the issue. We were told that it was not safe for us to remain in the room and that we should relocate to a different room immediately, where we could stay for the rest of our time there. So, we packed up our things after completely settling in and moved to a mosquito free room. The following morning, Monica, who introduced herself to us as the manager said that the room we had moved into was booked that night and we need to relocate back to our original room after they fumigated it with chemicals that day to rid it of mosquitos. When we protested that wasn't acceptable to us, we were told too bad, that we absolutely had to vacate the room or we would be "removed". Monica could quite possibly be the rudest hotel manager I have ever come across. We requested a refund for our remaining 2 nights and were told that a different manager would have to review the request and that Booking would need to be involved also, as the reservation was made through that site. The payment was made to ArenaBlue directly, so Booking were unable to assist. Ultimately we decided to cut our losses and leave regardless of any refunds, rather than waste another minute of our precious holiday. Still yet to get a response to my refund request from ArenaBlue. These people are money hungry hacks that don't care about their guests health, safety, enjoyment or comfort. Avoid at all costs.