Treated like a child
I waited in the reception of the Nina for 40 mins while they looked for my reservation, I literally fell asleep waiting for the reservation was confirmed. Then I was moved to a very run down group of hotels in the centre of playa. First they wanted me to walk with 4 prices of luggage 10 blocks, I protested about the move and being expected to walk to new location. Desk clerk assured me it was a better hotel. Told me I had been upgraded. Arrived at El Turkan via taxi, taken to the wrong entrance and left in the street with four pieces of luggage (2 heavy suitcases) I even had to get the bags out of the trunk myself. Then drag them all around to reception were another moron looked at me like I was from Mars. They had no clue who I was before I arrived. I was given a red wrist band and again I complained but was told it was required to identify me as a guest. I am a consultant so wearing a wristband to meetings is not optimal. Room had no fridge, no water but it did have four beds. The hinges on the door were broken so getting in and out was tricky and I had a nice 2 inch gab at the top of the door. After complaining and explaining that I needed a fridge to keep my thoroxine (medication) cool the manager told me none of the hotels in Mexico have bar fridges! I disagreed and ask to cancel but because I booked online they could not change or cancel. They said Nina hotel also was without fridges. I contacted getaroom and that afternoon a bar fridge was brought to my room with two small bottles of water.
On the evening of Wednesday I went with my work friend back to the room to change for dinner. They were not allowed to enter the building by security. Security radioed reception saying I was trying to bring a prostitute to my room. Disgusting situation developed with the hotel staff demanding $20us for my friend to enter, I explained she was not staying the night as she lives here Playa. She translated the conversation and they were calling her a prostituite. First morning I went to breakfast and was charged $95pasos for bad coffee and small bottle of water because I had been issued the wrong colour wristband. I complained and asked for the pasos back but no way that was happening. Red was replaced with green and next morning in the restaurant I was given a glass of horrible orange concentrate and the worst cup of coffee I have ever been given in my life (I left both) but the best was yet to come the rude water pointed over to the empty Buffett and told me that white bread and the toaster was there for me. No fruit no cereal no nothing. Being gluten intolerant due to my thyroid condition I passed on preparing my own toast. 3 calls to getaroom and 4 emails but not a single response. I will not be booking anything via Kayak again...
It was confusing at check-in since our hotel room at Nina was apparently under construction so they transfered our registration to their sister hotel and we had to walk several blocks to Tukan resort for a room there. They said it was an upgrade and although the main facility looked nice, our room was located a block away in a different building . The room was mediocre, no more than 3 stars, and noisy at night due to close proximity of a dance club bar.
Although a room with two beds was requested it was unavailable when we arrived. The manager on duty worked to accomodate us by contacting the larger parent hotel (Tukan). We were told that they could accommodates with a room with a king size bed the first night of our stay and possibly change to a room with two beds the subsequent night. After transferring to the Tukan, the room offered only had a single queen size bed. When we complained about the bait and switch were told we'd misinterpreted and offered a transfer to a room with two beds but that we could not change again. We were then delivered to a room with a broken air conditioning unit. I would never stay in a property owned by Tukan Hotels again.
The hotel staff was extremely helpful! Our passport was stolen, and they went over and beyond to help us with all their connections.
the aircon was leaking drops
The employees were very devoted, always smiling and ready to help. The free wireless access works perfectly. The location is great. The hotel is very clean. An excellent quality/price ratio.
the airconditionning was down but there was a fan on the ceiling which worked perfectly
With a stay at Nina Hotel & Beach Club, you'll be centrally located in Playa del Carmen, steps from Quinta Avenida and within a 5-minute walk of Central Square. Featured amenities include dry cleaning/laundry services, a 24-hour front desk, and multilingual staff.