Name: Casa Cielo Cancun
Address: Calle Cielo, Cancun, MX

2/10

Poor

11 May 2026

Sergio

Good location and decent premises, but the check-in experience was terrible. I had already booked and prepaid through Hotels.com in February, with a confirmed reservation. When I arrived, the owner claimed he never received payment and said I had to transfer the full amount again directly to his personal bank account to get access to the room. I spent over an hour outside the property dealing with Hotels.com support and sorting out a refund before I could even check in. The whole situation felt shady, stressful, and unacceptable. Even after all that, the owner would not lower the cost or offer anything to make up for the inconvenience. I would not stay here again.

Partner

2/10

Poor

05 Jan 2026

Jesus Salas

Booked via expedia I arrived they claim to not have my booking and say they were fully booked. Contacted expedia and they will not issue a refund with out contacting property. I have been waiting over a week fora resolution.

Leisure Partner

8/10

Excellent

12 Jan 2025

Joy

Does not allow eating in room but kitchen space was not clean/unusable, out of the way and inconvenient (almost dangerous stair access) to get to from room especially in the rain. No filtered water available. Shower pressure needed to be turned up; it was basically a heavy drip. Our room was #4 outside of main entrance and reception area, so we heard everyone coming and going all hours of the day and night.

Leisure Family_with_children

2/10

Poor

23 Dec 2024

Tulay

After a delayed flight. I make it to Casa Cielo in the evening to find out that the property wants me to pay the hotel stay in cash even though I had paid it in full to Expedia. I explained that it has already been paid in full and didn’t have cash on me. The property even offered to drive me to an atm. So inconvenient I had to book a hotel last minute.

Leisure Self

6/10

Pleasant

04 Nov 2024

Verified traveler

It was $50/night and we got what we paid for. Dingy/cracked walls where there had been leaks, rusty shower head, had to call someone to check us in, which felt a bit sketchy. This is more a hostel than a hotel.

Partner

2/10

Poor

27 Nov 2023

Joaquin

I made a reservation a month ahead of my arrival at Casa Cielo through Expedia. When I arrived, there was no one to help at the front desk. I contacted the number provided with the property and no one answered my phone call. I then sent them a message through Whatsapp to the same number provided on Expedia. The person on the other end of the message answered and stated they no longer work through Expedia. They just told me to contact Expedia to get a refund. The administration was not helpful during the situation. This happened on 11/27/23. If you are going to book with Casa Cielo I recommend calling and confirming ahead of time or avoid them through Expedia.

10/10

Exceptional

09 Mar 2023

Michael

I was there march 1st to 8th. It is literally the first rental that looks exactly like the pictures. Street view is outdated, the property outside has been updated and looks great. Only problem was ,no refrigerator in the room.

Business_and_leisure Self

8/10

Excellent

07 Oct 2019

Valentina

Comfortable

I've been here a couple of times and it has been a good experience and I will recommend this hotel to my friends and family.

Friends_and_family Family

10/10

Exceptional

10 Jul 2019

Verified traveler

Great owner, nice rooms, we had 3 rooms, close to everything!

Business_and_leisure Friends

4/10

Poor

19 May 2019

Josefa

Since I traveled by myself I switched to another place.

Leisure Self

4/10

Poor

18 May 2019

Anonymous

Despite pleasant, clean and modern-style facilities

Leisure Self

10/10

Exceptional

20 Apr 2019

douglas

Everything was excellent but it would have been more comfortable with a/c in the tv room. I would return again

4/10

Poor

09 May 2025

Tania Libertad

El wc ni tenía agua y el wifi se fue toda el día queríamos ver una peli y no pudimls

Leisure Partner

10/10

Exceptional

27 Mar 2024

Omar Manuel

Muy bonito y seguro el lugar

Leisure

2/10

Poor

12 Mar 2023

juan

Realice la reserva y cuando llegue no tenían la información y tampoco había habitaciones disponibles, muy mal servicio

6/10

Pleasant

23 Jan 2023

Gerardo

En el cuarto 8 nunca nos llegó el internet, ni en nuestros dispositivos ni en la propia tele del cuarto, al momento de reportarlo solo nos dijeron que reiniciáramos los dispositivos pero nunca revisaron el wifi ni nos ayudaron a solucionarlo. Solo nos dejaron una botella de shampoo usada y un papel de baño ya empezado.

Leisure Partner

2/10

Poor

24 Dec 2022

Gildardo García

N respetaron la reservación de las dos habitaciones

Leisure Family

10/10

Exceptional

19 Sep 2022

Krista

Un lugar muy tranquilo

Leisure Partner

8/10

Excellent

02 Oct 2021

Emanuel

Good place to stay in a central area of Cancun

The communication with the staff was easy and they helped with Tipps and offers to anything you like to do in Cancun and around, very recommendable!!

Friends_and_family Friends

2/10

Poor

31 Jan 2020

Cliente

Me confirman una habitación y estaban sobre vendidas , me mandaron a una habitación horrible ! Nada que ver ! Parecía un motel barato. Me mandaron al hotel Olimpo y ahí estaban mandando a más de su gente que venía llegando ! Pésimo !

Leisure Partner