Condesa

DO NOT STAY HERE!!!!!!!! Where do I begin? First I’d like to say that my trip was overall nice and the hotel is clean with good food and nice. My experience would have been much better if I didn’t feel swindled and constantly harassed. It’s a shame because the everything would have been a great experience and I would highly recommend this hotel but I felt like I was staying inside a used car lot with all staff members being desperate used car salesman. Every turn was a staff trying to sell me something or upgrade something. It was stressful for a trip geared towards relaxation. I was willing to overlook the harassment and give this a good rating but I drew the line at their deceit when billing me at the end. I am so beyond furious and feel so used and stupid by their dirty tactics. BE WARNED!!!!! When I arrived they asked if I would like to upgrade our rooms for $70/night. The receptionist then said he would lower the rate to $50/night so I agreed to upgrade my parents’ room only because I wanted them to have an amazing experience. They also asked if I wanted to place a refundable deposit in my room in case I need to purchase something and don’t have my wallet, I could charge my room. I put $200 in each (2) rooms and we ended up not using any of that money. I had confirmed with the receptionist that if I don’t use that money, it would be returned back to me and he said yes. I confirmed again when we checked out and the other receptionist said my money will be returned in 2-3 days. My money was never returned. Worse yet, I tried calling, emailing, and using their “chat” system multiple times to inquire about my refund but I got zero responses. I am LIVID. I dispute charges but they of course respond to my credit card company proving false information and claims stating that I agreed to pay $70/night for the room upgrade and that somehow a charge of $250 with taxes results in a $406 fee. I am still disputing this charge but unfortunately the documents I received from this crooked hotel is all in Spanish and I have no idea what it says. Yes, I’ve definitely learned a lot of hard lessons and absolutely will never stay at this crooked hotel ever again. But I would think a company that handles thousands of clients would offer documentation in English considering it’s probably the 2nd most used language there?!? Feels like they’re intentionally misleading people with Spanish only documentation to alter or write whatever they want. This was my first experience on my own to a Cancun hotel and my only goal and priority was to make this trip safe and amazing for my parents so I was naive in many ways but I trusted Costco and thought if Costco trusts them, they must be good. Wrong! If you do decide to go there, just be aware of allllllllllll their swindles and attempts to upgrade and sell and push their annoying membership on you - JUST SAY NO TO EVERYTHING or else you’re stuck. Also make sure to get ALL DOCUMENTATION IN YOUR LANGUAGE!!!!

This was my 3rd stay at this resort. Club premium room booked but the promised perks included a sad looking “fruit basket” that included grapes, apple and 1 plum on a plate. Promised chocolate covered strawberries: provided 2 tiny strawberries on a plate. Room smelled like mold, bathroom smelled like something died there, shower drain clogged badly, smart tv that had disabled smart option so you couldn’t open any apps except for live tv options. Phone broken. Promised private breakfast at Brasa that was supposed to come with the premium club booking never provided. I knew it was seaweed season, but this time there was no effort to clean any of it from the beach, making the beach not usable. San telmo no longer included, and was pricier than US steak restaurants. No attempt at providing celebratory service for the birthday despite me stating I’m here to celebrate my birthday and them asking if I was celebrating anything special. Basically booking premium club had nothing premium or club perks to it, I had a better room there before without paying for “premium club”. Staff trying to upgrade the room for extra $350/night at check in, another staff trying to get us to attend their timeshare sale the minute we walked in, tired and with our suitcases still in hand… overall quality of the resort went down. Buffet had half of food that ran out an hour into the breakfast service, leaving few options open. Most likely would choose to go elsewhere next time I visit Cancun.

The staff here is so nice and friendly! Our family is vegetarian and though not many restaurants are fully accommodating, chef Ismael was kind enough to make us special Indian dishes whenever we came in. Def recommend!

Always enjoy our stay at Fiesta Americana! Staff is wonderful and the food is great! Pool area is wonderful, very spacious, you can choose a more lively spot or a nice quiet area for your pool day, stretch of beach is the best! We loved La Cevicheria was amazing, we had fresh grilled shrimp tacos almost every day for lunch. Staff Ramiro, Isaias, Francisco, Henry and Isidro treated us like family and were very attentive. Entertainment Nestor, Melissa and Diana kept the party going, from salsa lessons to trivia they did not disappoint. Can't wait to return!!!!

Very hospitable! Such a great stay and staff. Food was amazing! Enrique was the BEST and so friendly. He always goes out of his way to make sure guest are taken care of and happy. Very clean. Room service 24/7.

Enrique is top notch. Fantastic service from him, deserved every $ I handed over to him. Everyone was great but Enrique made me feel like I was home! -Brian & Tatum

Everything was good as expected, food, service and all facilities. The employees were all very helpful and went out of their way if we needed something. Actually one server around the pool and beach was a hoot (JJ), very funny guy. Great trip.

Great location but that’s about it. The rooms are small, light switches are confusing and some don’t work. Bathrooms are tiny and shower curtain doesn’t stay inside designated space. The atrium opened up to their rooftop bar/restaurant so it is extremely loud and you can hear everything, even with all doors and windows closed. Service was alright, although we did mention it was our 1 year wedding anniversary and they put us right by the elevator and housekeeping closet. Even though we saw they had many rooms still not checked in yet. Over all would not book with them again.

Fun vibe. Lovely hotel with an exceptional staff Juan is the restaurant is a wonderful host and server.

Great hotel, stylish decor, excellent food. Can be a bit noisy in the pm, but earplugs provided.