TripAdvisor Traveler Rating

I am writing this to warn every future traveler: DO NOT STAY HERE. YOUR SAFETY IS NOT GUARANTEED. My pregnant wife and I stayed in Room 209. While she was showering, the metal shower handle completely detached from the wall—a catastrophic maintenance failure. This caused my wife to fall on the hard tile floor and hit her head. My wife is pregnant. This was not just a slip; it was a life-threatening event for her and our unborn child. When I went to the manager for help, the response was inhuman. Instead of calling for medical aid or showing concern, the manager: Blamed Us: He had the audacity to suggest we "pulled the handle too hard," as if a hotel fixture should shear off the wall from normal use. Tried to Trick Me: He asked for my contact info on a piece of paper, then held up a "Liability Release" form (which I refused to sign) and tried to bully me by claiming that because I wrote my name down, I had "waived my rights" and faced "no repercussions." This was a blatant lie and an attempt to coerce me. Threatened Me: He tried to intimidate us by saying they have "cameras everywhere" and he was going to "pull the footage" to use against us. The Insult: After a pregnant woman suffered a head injury due to their broken room, his offer of compensation was A FREE BREAKFAST. This hotel is a disgrace to the Hilton Curio Collection brand. They have dangerous facilities, and their management team is untrained, aggressive, and unethical. We are pursuing this legally, but save yourself the nightmare and stay somewhere else.

We stayed here for 2 weeks in June / July and it was a brilliant hotel and great place to stay! We had a 1 bedroom apartment and it was huge! Kitchen area, lounge area, massive bedroom and very big bathroom, and the balcony was huge too! Can not rate this room highly enough, it was incredible! We were B&B and the breakfast every morning was great, plenty of choice and a lovely set up. The roof top pool and bar is gorgeous and a really lovely place to spend the morning or afternoon, or all day if you want! It has the most amazing views. We were often out in the day and popped up for a dip and a drink in the afternoon and there was never a shortage of beds, plenty of room, and the bar staff are super attentive. Location wise the hotel couldn’t be better, just a few mins off 5th avenue with all the shops bars and restaurants, but there are also loads of lovely restaurants on the streets before 5th avenue and near the hotel which are really nice, and cheaper than the main strip. There’s a big Walmart near buy for shopping for the apartment too. Also a short walk to the ferry port for trips over to Cozumel which is definitely worth a visit. Would also say, if you can, have a night at Coco Bongo’s, so much fun! Great hotel and would definitely stay again if we come back to Mexico!

Very nice atmosphere, close to 5th avenue and the back. A couple of blocks away from the ferry dock to Cozumel. Great location overall. Very nice clean and spacious room. Breakfast buffet was very delicious and the coffee shop on the bottom corner is great! (Marley Coffee). Roof top pool had an amazing view, you can see Cozumel from there. The food was delicious and service was great. Can't wait to stay here again!

Amazing hotel we have ever stayed at the staff were so friendly helpful do anything for you go above and beyond made my birthday on Halloween very special for me which I will never forget Our room was amazing cleaned every day water and toilet roll well stocked can’t fault our room at all The staff made our stay so lovely there like one big family so happy to talk to single parent traveling with a teenager we were made to feel safe my son can speak very good Spanish mr I can’t speak it but they were so good Rooftop pool amazing best hotel we every stayed in Will definitely recommend this hotel when we go back to England and will Definitely be back in near future hotel and staff amazing can’t fault our stay

Horrible service and unsafe for anyone with allergies or dietary restrictions. We got rooftop day passes on 10/24, and I told our waiter that I have celiac (gluten allergy) and that I am sober and cannot have alcohol. He said he understood, but the staff repeatedly ignored both. The nachos I ordered were missing ingredients, took over 30 minutes, and came smothered in fake yellow nacho cheese instead of the cotija listed on the menu. When I asked, the waiter lied and said it was a “different kind of cotija.” Then I ordered a Miami Vice sin alcohol, and they brought me one with alcohol. When I pointed it out, the bartender confirmed it contained alcohol. They remade it—and it was a double. I’ve been sober for two years, and this was absolutely unacceptable. Later, I ordered plain ice cream (no biscuit crumbs because of gluten). It came with crumbs anyway. After sending it back, I’m almost certain they just scooped it from the same contaminated bowl. I ended up getting sick from gluten exposure afterward. The food overall was mediocre, overpriced, and not what’s advertised. Another guest’s burger was undercooked and another had a Caesar salad and said that it didn’t even taste like Caesar. Between the lies, the cross-contamination, and the complete disregard for sobriety, this was one of the worst and most dangerous dining experiences I’ve ever had. Avoid this place at all costs.