Hotel Las Nubes de Holbox

Recent reviews

• 5.0
  Road614831943712026-09-08

  Highly recommended

  Excellent service, wonderful location, very friendly staff

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• 1.0
  H7157XHedoardom2026-08-30

  Paradise of Problems

  I rarely leave negative reviews, but in this case I believe it is right to share our experience so that other guests know what to expect. My girlfriend and I spent six days in the Master Suite Las Hamacas, paying about 1,500 dollars. Unfortunately, several services and amenities for which we had chosen and paid for this suite were not actually available. The main reason we had chosen this specific suite was the jacuzzi, which, however, did not work for the entire duration of our stay. We reported the problem repeatedly, almost every day, without it ever being actually resolved. Added to this were insects and even a scorpion inside the room, as well as a wasp nest next to the shower, which prevented us from using the second terrace. We later discovered that the same nest had already been reported by other guests in previous reviews. We also had a problem with the pool: after using it, our swimsuits turned completely green and we had to insist before the property agreed to wash them. What made the experience particularly frustrating, however, was the way everything was handled. We were offered a massage as compensation, but only on the day of our departure, and subsequently, we were informed that there was no one available to perform it. In the end, the only concrete gestures were an additional hour of late check-out and the possibility of ordering a few extra dishes at breakfast on the last day. After the property apologized and provided us with an email address to continue communication and seek a solution, we tried to contact them multiple times. We also sent a follow-up via WhatsApp. Although over two weeks have passed since the end of our stay, we have never received any response, not even an acknowledgment. For me, this is the most serious aspect. Problems can happen in any hotel, but completely ignoring a customer after acknowledging those problems and promising assistance is unacceptable. We paid a significant amount for a higher-category suite and found ourselves unable to use several services that we had chosen and paid for. Based on our experience, I do not feel like recommending this property. If customer support and the certainty of actually receiving the services you pay for are important to you, I would seriously consider other alternatives.

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• 1.0
  clacorti2026-08-30

  Problems, scorpions as roommates, and being mocked

  I waited 15 days after my return before writing this review because I sincerely hoped that the hotel would respond to my repeated emails and WhatsApp messages. I also waited because I had read their very cordial responses to other negative reviews, in which they claim to want to find a solution and invite guests to contact them directly. Unfortunately, this was not our experience at all. After spending about 1,500 dollars for six days in the Master Suite Las Hamacas, the hotel simply stopped responding. The most disappointing thing was not just the individual problems encountered daily, but also the total lack of follow-up and assistance. We received only silence, along with the frustration of reporting the same problems every single day without anything being resolved; on the contrary, we even received rude responses in which they told us verbatim, "once again, we tell you to have patience." We chose this suite also for its ocean-view tub, which, however, never worked during our stay, except for a single time, despite us reporting it daily. Furthermore, after using the pool, our swimsuits turned completely green and I had to insist that they be washed. There were insects in the room and even a scorpion, in addition to a wasp nest next to the shower that prevented us from using the second terrace. We then found older reviews that already reported the presence of the same nest. The proposed compensation seemed like a joke to us: we were offered a massage on the very day of our departure, even though the hotel knew that there was no masseur available. Apart from an extra hour of late check-out and some additional dishes at breakfast that we could have taken from the a la carte menu on the last day, a real solution was never proposed. Problems can happen, but what matters is how they are handled. In our case, after spending over $1,500 and making every possible attempt to contact the hotel, we received only silence and no concrete assistance. I recommend this hotel only to those who are willing to pay for services that were never provided to us. Otherwise, we highly recommend choosing another facility.

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