Hotel Reserva Aguamarina

The absolute worse management, ever! She was not onsite, overruled the poor front desk employee, refused to discuss and resolve issues directly with us, Failed to honor room type and instead gave us the worse room, super uncomfortable bed and refused to make a mattress change even though they had some available. The clerk agreed to give us a different room with better mattress and a view, even though it was in the old un renovated building but the manager overruled him. There was only 2 other guests there. It was a ghosttown and even so, she would rather have us leave and blow up the business. I own 2 hotels. If my staff behaved this way, they would be looking for new work.

The location is excellent, right on cliff overlooking the sea

I kept hearing "this is the best hotel in Playa de Ladrilleros". I think management is living off that reputation and is unmotivated to improve. The room had a leak in the shower that created a constant puddle on the bathroom floor. There was a weird harry worm stuck to the wall. It looked to have been there for some time. It was obvious, and housekeeping apparently didn't care to remove it. The bed was hard as a rock. Same breakfast offered every morning, and it was not good. The pool area is very nice, but they promote a hot tub, and it's cold water. The cliffside location is beautiful, but there is almost no grass ... All that, I can live with. It's a remote location, and I didn't expect luxury. But what can not be tolerated is the management. First, they tried to tell me breakfast was not included in my booking even though it was listed as so. I asked the front desk if they had any information on tours. They offered absolutely no guidance on anything. Just, "I don't know." And most importantly, they are dishonest. I found a local man to give me a tour, so I begrudgingly needed to book another night at the hotel because I wouldn't return until late in the afternoon. The front desk asked me to pay directly and not reserve again on booking.com (like I did for the first night). I tried to pay immediately, but the man insisted that I wait until the checkout to pay. He was all smiles and seemed to be suggesting, "do not worry, we can take care of this later". When I went to check out the next day, he tried to charge me almost double the price. He claimed that I got a good deal on booking.com, and now I needed to pay 280,000 pesos - 140,00 for each of the 2 people in the room (I paid 188,000 total for 2 people the first night). If you want to charge a different rate, so be it. But it is a necessity to tell the customer in advance and not try to spring a new price on them at checkout! Beware of this property!

Private beach access, friendly staff