Cenote Samula Tours and Activities

Employees were very nice and professional. We definitely enjoyed Alberto

The room was not what we had reserved. There was only partial view and had bad odor in the bathroom. When we complained the next morning, the staff ( David) was very helpful and changed our room to a much nicer room for which we are very thankful. The hotel was nice but had too many steps or a ramp to reach the front door. Similarly there were too many steps or a ramp to go to the beach and the lunch area and specialty restaurants. This hotel may not be suitable for seniors with mobility issues. My wife and I are seniors. There were sea weeds on the beach that were not cleared. They put a hold on our visa credit card for 3000 pesos on arrival, which is perfectly normal. However on check-out instead of removing the hold they put through the transaction ( a debit and a credit) on our credit card. That was a mistake because we got charged bank charges by the credit card company. After we got back we complained to the hotel. They didn't seem to understand. So I called Visa. They understood that the hotel had made a mistake and thankfully Visa agreed to cancel the charges.

Pristinely clean hotel with beautiful gardens.