Spa hotels in Cancun

"This was our 3rd time here ( because of the jacuzzi in the room) . Unfortunately it was also our last visit . We paid for the room with jacuzzi . The AC in the room was broken , we couldn’t turn it off and it was freezing cold in there . We asked them if they could turn it off . They sent someone to fix it . We waited in front of the room for some time . They turned it off but the freezing cold air was still flowing and they told us ITS LIKE THAT WE CANT TURN IT OFF .. uh okay? We asked for another room . We changed the rooms and we discovered that the jacuzzi was not working 😂 the jets power was like when you turn on a faucet . We couldn’t even feel it. The water level was going down quickly so we had to refill the jacuzzi couple of times in one evening. Next day we asked for fixing it or changing the rooms, they sent someone again to fix it . We waited some time in front of our room as we didn’t want to leave our stuff unattended (probably around 1 hour) they were still fixing it and we had enough so we went to the pool. They “fixed” it in couple of hours and guess what . It was the same 😂🤌 I took the manager to the room and showed her the “power” of the jets and she told me that it is working . I told her I see it’s working but it has no power and this is not jacuzzi , it’s a bathtub with faucets on . She said this is the best they could do . I told her I was on the hotel before and I know how the jacuzzi should work and this is not working and I would like another room with all amenities working . She told me there are no more rooms left in our category 😂 only the ona with the broken AC . … I thought there will be some effort from their site to resolve this or offer something .. some gesture as an apology… but nothing they left us in room with broken jacuzzi and I explained to them many times that I booked the room only because of the jacuzzi . Tgey said sorry and left the room . sooo very disappointed and never coming back . I loved the hotel the first 2 times but it’s going downhill. That’s why it has 3 stars on Google and booking and everywhere else . Don’t go there if you don’t want to loose your nerves."

"I used to always use ********** for our family trips several times a year, but this time I tried Trip.com because the prices were better. However, the service at the Aloft Cancun hotel counter was rude and unpleasant due to a male staff member. I've stayed at various accommodations in different countries before and never felt such unpleasantness until now, here in Mexico. Yesterday, I couldn't wash my hair because the shampoo dispenser was empty. Today, after returning from a tour, the shampoo dispenser was still empty. I had to go down to the front desk with wet hair while showering to explain the situation. This was the first time something like this happened, so I was flustled. The female staff member today was much friendlier compared to the male staff member yesterday. I'm wondering if this is because I booked through Trip.com, or if the Aloft hotel's service itself is poor. I've booked my upcoming 3-night stay in Mexico City through **********, starting tomorrow. I want to compare the service. Also, the airport pickup service through Trip.com was a mess, so I canceled tomorrow's airport drop-off and booked an Uber instead. For this Mexico trip, I used Trip.com for airport pickup/drop-off, hotel bookings, and flight reservations. At least the flight reservation part was well-organized; they provided information like arrival times and gate numbers, which was the most satisfying aspect."