Hotel Banana Boutique & Spa - 5th Av Playa del Carmen

Hello, we are absolutely not happy with this hotel accomodation and request a refund! It was terrible stay! All 2 towels in the room were super dirty with brown stains. We have photos. The same problem with the bed sheets! We have a photo. When we showed it to the receptionist and asked to changed it to clean ones, she answered that if she will find clean ones, she will change them. But she didn't find them and we had to sleep with dirty sheets and use dirty towels after shower! Also there was a horrible sound in the room from the ventilation tube outside the balcony - it was impossible to sleep! We have videos where horrible sound is heard. Moreover, there was a horrible noise and music from the club in the first floor outside from 9 p.m. until 3 a.m.! It was even heard with ear plugs and impossible to get asleep until 3 a.m.! What is more, the balcony door lock was broken, we could not lock the door so all the time we were worrying about our belongings that were left in the room! We have a photo of broken door lock. Also, there was only 1 glass in the room, although we were 2 persons and staying in the room for two. But receptionist told that she can not give us a second glass because she does not have the second! There were everywhere brown stains in the bathroom! We have a photo. Moreover, there was only 1 very weak light in the whole room and it was so dark in the room that we even could barely see what we are taking from the luggage to put in the shelf and we have to use our phone's torch to do things that require light! Very bad experience with this hotel! Would never stay there again and request a compensation! Waiting for your reply what to do next. Andrius

Nothing.

When we came to the hotel the person in the reception completely ignored us. After a while we got a lame welcome. We saw that there were no furniture in the lounge area and no furniture at the pool (the pool is also very small and only for decoration). When we got our room it was opposite the reception. The door was so bad and thin and it was so noisy in the room. Our balcony didn't have any furniture. The hotel lies on the party street so it's a lot of noice all the time. We got paint all over our bags and it seemed like the hotel were undergoing renovation. When I walked into the bathroom there were a dead cockroach in the shower and that was enough for me. We wanted a refund but they don't do that under any circumstances they told us. They said they could get us a new hotel with in the same company (BFH). After a few hours they had a solution: "yes, as I said, I ask you not to worry, our priority is that you have the best experience with the company. We apologize again for the problem but we have found a solution, you will be moved to a better category hotel without any extra charge." The new hotel name was Attraction and I didn't think it was possible but that hotel was even more horrible. Right next to a hostel with loud party, bad pressure in the shower, difficult flushing the toilet, thin doors, a window out to a corridor, smell of moisture and mold in the reception etc etc. We had booked a boutique hotel with balcony and got a sad boring hotel looking like a "road hotel" without balcony. And they said "not to worry" and that they moved us to a "better category hotel"... So we checked out after only 4 nights instead of 7 when we couldn't stand it anymore.

terrible service, rude receptionist, noise from works on the building during the day and high noise at night from concerts on the restaurant downstairs until 3 am in the morning. we had no water for the hall day and no alternative was provided ( I had to buy still water to wash my face in the morning) the worst part was the we weren’t advised that it won’t be water so couldn’t even flush the toilet. the breakfast is provided 10 minutes away in a different hotel and we had dirty towels. we checked out 5 days before due to all the above and no refund was provided after my insistence. after taking with Booking.com about for few days we have been given the option via message to move to a sister hotel wich we declined as we already decided to leave . A very bad experience so I won’t wish upon anyone

We liked the location, in the centre, the cleanness- the rooms are cleaned every day, and friendly staff.

It is very noisy during the night as the hotel is on the 5th avenue, but it wasn't a big issue for us.

I have no idea because I have newer seen the hotel and the room that I had booked.

At the last moment we got a message that the hotel room that I had booked and payed is not available, furthermore the hotel cannot offer an other room. They offer a room an another hotel. But unfortunately no one informed them about this change. After clarification of situation we received an awful room. Smelly, dirty, uncomfortable and very noisy.

Very pretty room and good location

Next a noisy bar which was fine but if you like to go to sleep early not the place for you

the staff was amazing!