Gæstebruger
1. marts 2024
Overall, our stay was very underwhelming and disappointing (far from great). I would not come back nor will I ever stay at an HM Hotel again. The hotel and resort have a lot of potential but it’s so mismanaged that it detracts from what they have to offer. Please beware - this is clearly a very family friendly island and there are children everywhere. Almost every parent seems to think it’s okay to let their children run around (screaming) with no supervision. Our room was directly across from the restaurant and every morning at 5:30, they start yelling, dragging tables across the floor, dropping plates and silverware. At 7am they start playing music. Little to no chance of sleeping in or relaxing. Service - There were a number of issues with the service but overall, it’s slow and the servers clearly have little guidance from a manager (never saw one while we were here) and they are mismanaged. Here are a couple of the issues we had: 1. The sky deck pool bar - the bartender/server just sits there. You want a drink? You have to get up yourself. You ordered food? You have to clear the dirty dishes yourself and bring them up to him. 2. We returned our pool towels one afternoon and went to pick up fresh ones the next morning, they were out of towels and were told to come back at 1pm. We finally got towels close to 4pm that afternoon. 3. Housekeeping took our dirty towels and did not leave clean ones. When we asked for new ones from the front desk, the woman radioed to housekeeping for body lotion - while the three other men working the desk laughed because they knew it was incorrect (instead of correcting her). We finally had to track housekeeping down ourselves to get towels. Hotel Management - I have never seen a hotel run so poorly. The front desk has no idea what’s going on. When we checked in, we were not given any explanation of what was included with our package, we had to go back days later to ask about our grill dinner and tasting menu from the sushi restaurant. Prior to our arrival, I had reached out via email multiple times with limited to no response, more than half of my questions/concerns were unanswered prior to arrival. An absolute disgrace to a property that has so much potential. Premium All Inclusive - while this does include some premium drinks, there is still a lot of stuff not included. For example, we only got 1 meal (included in our stay) at the sushi restaurant and we still had to pay for two glasses of wine. The same glasses of wine that were free 3 hours earlier at the pool (meanwhile cocktails were included). While I understand the island life and atmosphere here, I expected a little bit more from a chain hotel and management. If traveling to Holbox, find another place to stay.
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