We booked and paid for this place about 2 months before our trip to Mexico. However, after a long drive that day from Tulum arriving this hotel at 8.45pm, we were informed at the counter that check in time was 3-7pm, and our room was already re-sold to other people. Hotel staff was extremely not helpful and not caring, and speaks no English. How on earth they can resell my room to other people?? We received no phone calls or e-mails that day from this hotel to check if we were going to make it that night. In any case, we paid for the room, this hotel had no right to resell our room without our consent.
We then called hotes.com for help, and service wasn't ideal, basically they cannot find us anywhere else close to stay.
We then had to drive and ask every hotel in this little town for a place to stay for the night. The town itself was cute, just so disappointed by staff in this hotel.