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This place is a dump don't be fooled by the photos. My son and I booked the room on-line based on the photos. We even booked an additional night before our 3 day reservation started since we arrived in Playa del Carmen early. Upon arriving at the Hotel we found out they don't have an elevator - you don't see that mentioned anywhere on their website. Our room was on the third floor. We had to go up a very narrow metal spiral staircase that we actually had to crawl up the last level because of the low clearance at the top. Imagine carrying your suit cases up and having to navigate the narrow low steps -very dangerous. Once getting into the Jr. 2 bedroom suite we find out the second bedroom was an open loft that we had to climb a ladder to get to. Once in the loft the railing was not stable. If you have young children you would be terrified. We arrived in the evening so we got settled and went out to eat. We got back late and it was dark. We had to navigate the low poorly lit spiral staircase to get to our room. I ended up hitting my head on the bottom of one of the steps and suffered what the pharmacist told me was a slight concussion I also injured my leg because I stumbled when I hit my head. I got in my room and called the front desk it was closed so I had to send a message to a what's ap number. I did not hear back from anyone until late the next morning. I had a horrible headache and an injured leg so we decided to check out of the room. I am 55 years old and did not want to risk the spiral staircase for three more days. I had to wait around to meet with the manager when she came in. She told me they did not have another 2 bedroom room on a lower level so we told her we would be checking out and she agreed they would credit us for the 3 night reservation that we would not be using. Very important to know I am not trying to get refunded for the additional night that we came in early and stayed - this is when the accident happened. It is now February and I am still fighting with the Hotel to get my credit card refunded. Don't be fooled by the photos they show of the beach either. You can't lay on the beach or enter the water at the hotel because all of the small charter boats dock in front of the beach area. It has a horrible gasoline smell and not a spot where you would swim or let your children swim. I didn't want to write this review but they left me no choice because they continue to contest refunding my money. I am not asking for a refund for the night I stayed in the hotel. I am only asking to be refunded for the 3 nights I paid for and did not stay due to the unsafe conditions and being injured. tony

As the Banyan Tree service did not have to say, that is, the charges are expensive, even the expensive is not good for hygiene, the pool villas, the small collapse in the yard can not lie, placed in the corner of the eaves do not say mosquitoes There are many ant bugs and a lot of spider webs. It looks dirty. The colony is also covered with insect secretions and spider webs. The partitions in the room are all gray, which makes people feel uncomfortable. And if it is too far to go to the beach, it is not convenient. It can only be said that this Banyan Tree is relatively backward, not as good as the nearby Viseroy.

hotel done fixed their mistake from the website I booked. When we arrived they told us we need to pay extra tax & no bkft included. But we showed them the itinerary that we payed. Hotel( Guillermo ) initiatively solve the mistake for us, which is a very good move! Allow us to enjoy more in the beautiful trip. Restaurant waiters are super kind and pay attention on their guests which is five star service we expected all the time. Thanks Walter giving us a wonderful experience. Also the one who assisted us bring luggage downstairs in this morning, Axel was super detail oriented in service, perspected our needs!! He deserved more! Thanks for those beautiful exp. your colleagues made our trips easy & enjoyable!

The off-season is not too noisy, the people are not crowded, the food and drink are very high-end, the room hardware is very high-end, that is, it is comfortable and convenient, but also has face, the location is very good, and it is super safe!

A different experience with a baby! After check-in at the Rosewood Hotel in Cancun, you enter the room by boat. Each room is equipped with a butler. You can ask the butler to help you wherever you go or book a restaurant. There is a large bathtub in the room and an outdoor shower. There is also a special dressing table, the welcome gift is also very good, and the housekeeper also helped us adjust delicious tequila. It's just that the swimming pool outside the room is a bit small, but the magnificent private beach is still great👍, the hotel also equipped each room with bicycles 🚲, the baby had a great time, in general, the recommendation index is 5 🌟🌟 🌟 🌟 🌟

This new hotel is in a great location, within walking distance to 5th Street, the beaches, and the local community. A+ for location! There is also a beautiful and expansive supermarket right under the hotel to get whatever culinary needs you require. We were upgraded to a balcony room as Bonvoy Titanium,.The price point of the Aloft was also a value, and it is a good bargain in using Marriott Bonvoy points. Javier that checked us in was lovely and gracious, and all staff were pleasant and professional. Aloft is an unusual hotel--one that wants to be a wanna-be hip W Hotel and also a Fairfield Inn for Gen Z'ers. It didn't do either very well, unfortunately. The staff wanted to do well, and perhaps there are still newly opened growing pains that will be worked out. Housekeeping was promised daily, but on 3 out of the 5 days we had to call Housekeeping after returning from the day;'s activities to service the room (which they did right away when called) but this was a big fail. The purified water dispenser in the nice gym was often empty. And generally the upkeep of the hotel is not or was not a priority. It's nice and new and ”hip looking” but metal surfaces and walls by the pool on the 4th floor are rusting already, and little bits of trash on the hallway carpeting remained for the 5 days which showed they didn't vacuum the common areas as often as should be. Room A/C and common area A./C were great! 4th floor pool has city and sea views in the distance and we could often see Cozumel and the cruise ships anchored there in the far distance on most days. I wanted the stay to be great, but it was good.

Good size bed room and good location