Name: Illusion Boutique Hotel
Address: Calle Quinta Avenida, Centro, Playa Del Carmen, Colona Centro, 77710, MX

4/10

Poor

22 Jul 2026

cristian

llegamosal check in a las 20:00, salimos a comer y pasado la media noche nos percatamos que la habitación no estaba aseada y además habían todo tipo de cabello en la cama, ni siquiera toalla limpia... paso con las habitaciones que habia reservado para mis amigos igual.
La conserje llamó a la jefa, pero esta no le contesto y solo pudo rsolver en pasarnos sábanas limpias.
el hotel está super bien ubicado, pero su mantenimiento deficiente lo desprestigia.
no es lo que ves en fotos.

10/10

Exceptional

01 Jul 2026

Ivonne

Great aervice

10/10

Exceptional

30 Jun 2026

Ivonne

Was excellent service, rooms was clean, a/c very very good :) iur favorite time was at the breakfast. Be sure that you carry on extra cash for tips and extra food. Pool its more like big spa but very very good time we spended at the top roof. Thank you!! God Bless you.

Family

6/10

Pleasant

18 Jun 2026

Tommy

The breakfast was terrible! The rooms OK, staff was good. Very good situated!

Friends_and_family Friends

6/10

Pleasant

16 Jun 2026

Leslie

The location is great. Abundant shopping and restaurants. The hotel itself needs some work. The towel rack was broken so we had to hang our towels over the sink. One of the dispensers that holds the soap and conditioner in the shower was missing from the wall. We were given one towel each for a 4 day stay. There was only one iron for the hotel so we decided to iron all of our clothes for the entire stay at one time because the iron had to be returned to the front desk. The breakfast was so disappointing. One item per person. For example, I could get eggs and my husband could get bread. Anything additional had to be purchased. So we decided to eat out every day for breakfast. When the room was cleaned, no fresh towels were given. The first room we were given had a terrace but the door didn’t lock. We were only on the second floor so we were very concerned about safety. We asked to change rooms. None of the terraces locked so we agreed to a room with no terrace. The staff were nice and the hotel was clean but we wouldn’t stay here again.

Partner

4/10

Poor

13 May 2026

Luz

Location is great but it would help more if they put up a sign on front of the building. AC worked the whole time I was there. Very poor signal at times it's all for WiFi. Pool very small nothing to do with the pictures they advertised and the water in the pool very dirty. The beach you can't go in due to the sea weed the pool would of been great except it was dirty no where to sit only two lounge chairs. And they were used by ppl that just want to be in the sun. Every time I said something to the ppl at front desk they just kind a like.... will let maintenance know, cus there was nothing they could do at the time.
Overall I did not enjoy at all the stay at this hotel, location is great that's why I give two stars. But I was very disappointing the staff at front are only young girls that doesn't seem to care... It's like it is what it is! The cleaning lady was more friendlier and attentive than the rest of the staff. Look somewhere else, I would not stay here again.

Family

10/10

Exceptional

09 May 2026

Armando Silveira

La propiedad es cómoda, limpia, bien ubicada.

6/10

Pleasant

09 May 2026

Dominik

Its good for the price

Self

8/10

Excellent

08 May 2026

Fernando

Buen servicio

Partner

6/10

Pleasant

01 May 2026

Michael John

Breakfast was a joke. A lady with a griddle making pancakes. The beds are hard as a rock. The noise is terrible. A rooster outside and loud music most of the night. The pool is terrible. Would not even try to enter that dirty water. You get what you pay for. It fits Mexico perfectly.

Partner

4/10

Poor

17 Apr 2026

Vladyslav

It is what it is. Nothing to say.

Business Friends

10/10

Exceptional

12 Apr 2026

Janelle

Staff was friendly and helpful!

Family_with_children

6/10

Pleasant

10 Apr 2026

Monica

It was outdated, the pool was not clean, it needs to be filtered. My room had a broken glass door. The AC was not working properly.

Family

6/10

Pleasant

05 Apr 2026

Pedro

The hotel is well located but its very noisy, to dificult to rest as the sound outside is very loud and you can hear anything outside and onthe hotel inside your room. The staff is friendly, but the breakfast included is laughable, would be better to not include the breafast on the price, and charge it apart and offer something better and bigger portions, even the milk was not included and charged appart.

Friends_and_family Friends

8/10

Excellent

02 Apr 2026

Lynn

If you're looking for simple, inexpensive, breakfast included, in the center, and 2 minutes from the beach, then this will work for you. The entire staff were kind and helpful.

Self

2/10

Poor

18 Mar 2026

Daniela

Clean was terrible

Family_with_children

2/10

Poor

18 Mar 2026

Brian

Clean was terrible

Family_with_children

6/10

Pleasant

09 Mar 2026

Christopher

. The Pros- spitting distance from the ocean, restaurants, 5th avenue, and a very decent soaking pool on the roof. The cons- The bed was hard, and i mean really hard. If you are an early to bed person, remember that this little gem is right in the middle of party central. So it is going to be loud later at night. Overall, for under $50 USD a night it was worth it to us.

Partner

10/10

Exceptional

25 Feb 2026

Robert

Great location and value for money

Self

10/10

Exceptional

17 Feb 2026

Karen

The resort is top notch for cleanliness and maintenance. Our room was spotless every day. Staff are amazing

Partner

10/10

Exceptional

15 Feb 2026

Carmen

The room was clean, bed was comfortable and staff was great!

Leisure Self

10/10

Exceptional

15 Feb 2026

Sienna

Staff was great

2/10

Poor

10 Feb 2026

Ana

It was cute and all however needs more care on

6/10

Pleasant

31 Jan 2026

Daniel

Staff was great. Location was great. Room is outdated compared to the photos. Rooftop pool was not in great shape.

Leisure Self

2/10

Poor

27 Jan 2026

Bendhiba

Very far from the pictures a description. Old not maintained room, uncomfortable bed, horrible lights, bad deco, poor water pressure, rusty faucet. The breakfast is a joke too. Spare your time and money and go somewhere else.

Self

2/10

Poor

27 Jan 2026

Kimberly

NO NO NO. This place has no ability to lock its front door. Young women working alone had no one to call when even she could not access our room w the weird key. 215-3-am. Then put us in another room that didn’t lock. She had no back up. We could have easily been trapped inside. Said there was no one to call and no options. Luckily I had a man with me who barricaded the door with our bags. So unsafe. The second room they put us in after having to have no place to go for 3 hours while they got us a room flooded when I took a short shower.

Partner

2/10

Poor

26 Jan 2026

Sharon

The original booked room did not have a window. I had to upgrade and pay out-of-pocket. No hot water in the shower or pressure, AC didn’t work, TV connection didn’t work. The room was not clean. There was no safe in the room. Beach towels were not given easily for some reason.

2/10

Poor

26 Jan 2026

Gilad

The hotel is nothing like advertised.
The room was dirty, leaking shower. The pillows are enormous and uncomfortable.

The hotel is just rundown. Location no is great

Leisure Partner

8/10

Excellent

17 Jan 2026

Karol

Stinky water dont use

Leisure Self

10/10

Exceptional

14 Jan 2026

Karol

All was good

Leisure Self

6/10

Pleasant

05 Jan 2026

Joseph

Room, Staff and overall amenities were good. The one main problem is the loud music around the hotel. It is 1/2 block away from one of the most popular bars.

Friends_and_family Friends

2/10

Poor

31 Dec 2025

ferruh

omelette was no good

2/10

Poor

30 Dec 2025

Miguel

Bad place

8/10

Excellent

28 Dec 2025

Miguel

The air conditioning unit was not working properly, and the sheets were not in good condition

Business_and_leisure Family

10/10

Exceptional

19 Dec 2025

Salvador

Great location, good price, clean, large rooms

Partner

10/10

Exceptional

13 Dec 2025

Salvador

Nice place to stay. Close to 5th ave.

Partner

6/10

Pleasant

05 Nov 2025

Nancy

Bien, solo que la realidad nada que ver con las fotos de publicidad. Especial mente en la piscina.

Self

2/10

Poor

10 Oct 2025

Kevin

Booked my room on Expedia. Showed up and they told me that room wasn’t available. Told me my only option was to stay at their other hotel 4 blocks away. My booking was non refundable, so off I went. Other hotel was fine, but I won’t stay here again. There’s other options. I stay here every month and feel like I was treated poorly.

6/10

Pleasant

10 Sep 2025

tyonna

I liked the area but the noise in the front was abit hard to sleep. Im happy with where they put us after. Also, beds are abit hard and pillows were too big for my neck. The service was good and loved the ac. I loved that it was walking distance to alot of things.

Leisure Partner

10/10

Exceptional

09 Sep 2025

Gabriel

Perfecto

8/10

Excellent

07 Sep 2025

Jacqueline

Lo mejor de el hotel los dos recepcionistas Samuel y Nicoles ellos muy atentos y rápidos. La piscina es no aceptable llegamos sábado y recién se limpió miércoles cuando entramos en ella es tan pequeña que nos llegó el agua a la rodilla. Muy limpia los cuartos y amplios

Leisure Partner

2/10

Poor

18 Aug 2025

Shawn

Cockroaches were all over the room and the staff would try to extort you for more money when you leave creating issues that had already existed and trying to charge for it. I do not recommend this place.

Leisure

10/10

Exceptional

07 Aug 2025

Hemantkumar

Excellent price and friendly staff (Sam & Candela) for the price they offer! My room had the best new shower head installed, property is under new management so they are going through small curves here and there learning and improving

Business_and_leisure Self

10/10

Exceptional

25 May 2025

Verified traveler

Es la segunda vez que me hospedo ahí, las camas no son tan cómodas como las recordaba, sin embargo las cama pequeñas si lo son.
Pero en general todo bien

Partner

4/10

Poor

03 May 2025

Hector Alonso Uribe

Water was nastie in shower and sink, dirty pool

Leisure Partner

2/10

Poor

26 Apr 2025

Carina

So many bad things

4/10

Poor

03 Apr 2025

Dan

The way this hotel is advertised on Expedia is truly an \"Illusion\". The hotel is a construction zone in progress. Banging noise in morning and during the day. The rooms are run down and smell of mold. Towels are old and discolored. Hot water for showers only gets luke warm. The pool is located on what looks like an abandoned roof top. Elevator is broken. I understand you get what you pay for but please at least be forthcoming about what we can expect before reserving a room. It's also insulting that the hotel charges $5 for each additional hour for late checkout.

Leisure Self

6/10

Pleasant

02 Mar 2025

Eduardo F Ugalde

The property didn't have what they offered. No safe in the room. Balcony door lock broken. Front door didn't lock properly. The room had a strong smell of mold and bug spray. Elevator out of order. We felt cheated. We went back to the front desk to express our concerns. First they said they will tranfer us to another room the next day. But after insisting of the lack of what we got promised. We were offered a room on their other property. We took it, and our experience totally chamged. The room on the other property was closer to what we asked for. Everything went well after that

Leisure Partner

10/10

Exceptional

20 Feb 2025

Mary

Great place to stay to be in central playa del carmen! Right next to the beach and beside the busiest avenues! Lots of fun! Hotel staff very friendly and respectful! Beautiful spacious room!

Leisure Partner

2/10

Poor

15 Feb 2025

Zaki

Absolutely nothing that I liked, extremely disappointed with this property and the staff that running the place, lack of communication since no one spoke English, rudeness and disrespect! All they do is set behind the counter eating and drinking Meta an Argentinian drink, elevator broken, hand doors and balcony doors are broken, blood stains all over the towels and sheets, safe in rooms are broken, shower head broken, noise from outside because doors are not sealed and secured, wet paint and painting and construction outside your door which makes you feel like you’re in working zone not a hotel. I mean everything was wrong about this place, which should be delisted immediately from all vacations sites.

Business_and_leisure Friends

8/10

Excellent

14 Feb 2025

Dino

The hotel is half under construction, the rooftop patio could be so much more but, generally, the hotel seems kinda abandoned. Good area but do not expect quiet as there are roosters across the pedestrian street (which allows cars) and a club nearby is very noisy until about 1 or 2am. Staff was friendly and tried to accommodate. Rooms clean and amenities work.

Leisure Self

2/10

Poor

05 Feb 2025

Roy

Horrible. Don’t go there ever.

Leisure Self

8/10

Excellent

04 Feb 2025

Eduardo

No elevator

10/10

Exceptional

10 Jan 2025

Ernesto

Perfect

8/10

Excellent

03 Jan 2025

Verified traveler

Great helpful staff, loud club noise from nearby a

Elevator doesn't work, no repair plans, and our room was on the 4th. The desk clerk carried our bags up for us! Housekeeping is the best: extra decorative folds of towels and TP. 😍 Continental breakfast 😜 Nice rooftop pool. Location good and bad: half block to beach 👍 late late loud noise from Frog's 👎👎👎

Partner

8/10

Excellent

10 Dec 2024

CHARLES

Great locations and surprisingly quite!

This hotel is in the center of the nightlife and a half a block to the beach. Very spacious rooms. However the first night I did not have hot water but they quickly fix that problem. My only complaint was the elevator did not work and I had to walk up 5 flights of stairs with heavy luggage and no one to assist. Other than that I would recommend.

Partner

2/10

Poor

04 Dec 2024

Justin David

If you are a light sleeper in this hotel is not for you the bar next door is open till 3:00 a.m.every night blasting music. Only got 3-4 hr sleep each night

Si tiene el sueño ligero en este hotel no es para usted, el bar de al lado está abierto hasta las 3:00 a. m. todas las noches con música a todo volumen. Solo dormí de 3 a 4 horas cada noche.

Leisure Family

4/10

Poor

11 Nov 2024

Liliana

Tengan cuidado lean los comentarios de la propiedad primero antes de reservar allí yo no leí los comentarios y tuve que desilusionarme al mirar que los cuartos no es como lo poneen en las fotos totalmente nada que ver los comentarios negativos sobre esta propiedad tristemente son ciertos pero si hay algo bueno que puedo decir es que está muy céntrico de todo solo a unos pasos de la playa y Quinta avenida

10/10

Exceptional

09 Nov 2024

Maria Christina

Nice stay near everything

My room was really good, the bed comfortable and with a sea view. It is perfectly situated just beside the beach and very central in Playa del Carmen.

Nicolas helped me when the remote control for the aircondition did not work, and he has a very nice attitude and knows service. Thank you.

Not everyone speaks English, so Google Translate or a dictionary is handy.

A lot was fixed during my stay. Workers did a good job with plants around the pool area and the elevator was fixed my last day.

I had wished a more healthy breakfast, but that is very personal. I definitely would go back if I had the same room again.

Yes, and you need earplugs to sleep.

Self

8/10

Excellent

24 Oct 2024

Ana Luisa

No me gusto el desayuno solo era pan y cafe, las tohallas estaban viejas y el cuarto no tenia cafetera ni microondas. Pero el personal muy amable

Leisure Partner

6/10

Pleasant

09 Oct 2024

Martin

The staff here are great but the new owners have let the property deteriorate. If you can't climb stairs don't stay here because the elevator has not worked in quite some time. The breakfast are rolls and coffee and you will be eating in an area under renovation sitting at a card table with folding chairs. Shame on BFH (the new owners), before Covid with the previous owners this was a charming and reasonable place to stay with a full breakfast in the once attached restaurant.

Leisure Family

10/10

Exceptional

25 Sep 2024

Raul Angel

Beautiful

Leisure Self

2/10

Poor

24 Sep 2024

Matilda

I saw the property in the expedia in a good faith and when i got there...
I was surprised and mad
A:they changed our room because the shower doesnot work and we were staying in the building for 2 hours that if maybe they gonna fix it but they changed our room
B:I paid for breakfast but they were sending us to a nasty restaurant that they were gave us peace of bread
In the 4th day the front desk lady told us to stay in building we have breakfast
I said ok and when me and my sibling wanted to take a peace of cake... the women started to talk spanish (i donot know Spanish) to chef that they have to sell us the breakfast for each peace 50 pesoes thats funny and racism
C: dirty sweeted pillows
D: bugs and spiders
D:service room is terrible they throw the towel in the ground and try to clean and then wash the same towels and giving to customers
I hate this building and i do not recommend it to anyone
And also elevator does not work we were supposed to go up for 4 floor
NEVER GO THERE

Business_and_leisure Family

2/10

Poor

04 Sep 2024

Gabriel f

Very inconvenient.
The shower broke and never got fixed
-anytime i will take a shower water will be all over the room .
- i requested clean towels and they say there is a feed for new towels
- didn’t have room clean the first 3 days

- the location is good
- the price is average
- the cleaning crew was good once they got to the room

Leisure Partner

2/10

Poor

22 Aug 2024

Darrell Peter

Didn’t like anything. Very dirty, mold on the walls, dirty towels, no hot water, didn’t look anything like the photos on Epedia.
Fortunately they were able to transfer is to a different hotel
Expedia should drop them as a client

2/10

Poor

04 Aug 2024

david

Would not stay here again, sheets were dirty, I ask for towels and they rold me the towel get clean every 3 days and i would have to wait 3 days. Roaches on my bed, the toulet backed up and they could do anything, lucky im a maintenance person and i had to plunge toilet becausethe person clog there toilet. They have cats and the lobby smells like cat litter.

Business_and_leisure Family

6/10

Pleasant

01 Aug 2024

Deborah

For the price I’m not sure what I expected. The staff was very nice and friendly and the room was clean, and the AC was cold. The elevator does work and the towels were very old and they didn’t “look clean.” Our sliding door to the balcony and the safe did not work. The housekeeping was inconsistent (one time we did not get the full bedding, one time we did not get new towels, when we arrived all the water was left on in the shower). The location great by the ocean but for me being by Senior Frogs made it hard to sleep, it was loud until about 3 AM. I won’t stay there again but for the right type of trip it’s just fine for the price.

4/10

Poor

21 Jul 2024

Ceydi

Staff

2/10

Poor

13 Jul 2024

Ana

The hotel doesn’t have a working elevator, and the room we were assigned (in the fifth floor) did not have a working AC unit. The towels and bed sheets are no longer white, and the whole place smells like mold. The condition of this hotel is so poor that we asked the manager to cancel our reservation and proceed to reserve a room in the hotel next door.
The manager told us it will be no problem but Expedia was the one that will need to cancel it.
Now Expedia is claiming the manager refuses to cancel, so stay away from this place.

Leisure

4/10

Poor

12 Jul 2024

Anand

The bathroom smelt like piss. Could not bear to be in the bathroom for long. The water in the shower sprinkled out in a tiny stream - low water pressure too. The “included breakfast” is literally bread and butter or tiny packs of jam. Would not be returning.

Leisure Family

4/10

Poor

05 Jul 2024

Isha

The location is great and the staff are friendly, but the rooms are a different story. There's mold growing on the ceilings, the bathroom door doesn't close, shower is horrible, and the AC leaks water everywhere. The hotel's name seems to fit perfectly. Don't be fooled by the photos—they're just illusions.

Leisure Family

6/10

Pleasant

28 Jun 2024

Gerardo

I like that the person at front desk,( Paulo) was very friendly and helpful with whatever I need

Leisure Partner

10/10

Exceptional

11 Jun 2024

Jocelyn

Me encantó 10/10 gracias por todo!

Leisure Family

10/10

Exceptional

05 Jun 2024

Gabriela

Ay Cucarachas , las fundas de las almuadas olían mal , y la Música no deja dormir

6/10

Pleasant

30 Apr 2024

Lyle

The walls are thin - I could hear the noise from outside and next door loudly. I stayed for 5 days and they never replaced my bath towels. There was a stain on my bedsheet that was always there so the sheets were never replaced.
Otherwise, great location, helpful staff and beautiful garden.

Leisure Partner

10/10

Exceptional

24 Apr 2024

Amy

Getting up to 5th floor was a trek eith no elevator service.

Leisure Partner

4/10

Poor

24 Apr 2024

Amy

I liked that the Frida Museo was right actoss the street and we could see the ocean from either room. I did not love that we were out of water for the last two days and thst we were only offered toast for breakfast.

Leisure Partner

6/10

Pleasant

15 Apr 2024

william tyrone

The property was terribly rundown. At one time it must have been a cute, boutique hotel however no lift, rooms very dated and shabby, the pool area very sad. it did have AC which was great. Electricity went out twice when i was there. Was reasonably priced and i thought a great deal for central playa, now understand why. I bought the breakfast which was served at another property. Toast and coffee was included, all else was additional. I would not stay at this hotel again.

Leisure Self

8/10

Excellent

13 Apr 2024

Melody

Suited basic needs, clean room, rooftop pool area was a nice & spacious, excellent location within walking distance to shopping & restaurants, 1/2 block to the beach. There was no elevator & the continental breakfast included only toast & weak coffee.

Leisure Friends

8/10

Excellent

09 Apr 2024

Verified traveler

Lovely Getaway

I only gave this a 4 star because of the location and the front desk staff Gabriela and Housekeeper. The location is perfect for the beach. But there is absolutely nothing else this property has to offer. They said breakfast was included. But their breakfast was a stale toast, coffee, juice and tea. Nothing else, everything was a la carte in a different location. The bed was extremely hard and I am not one to complain. Noise level extremely high, as it is very close to Senior Frog's restaurant and they party until 3am.

Partner

6/10

Pleasant

07 Mar 2024

Daniela

If selecting this hotel bear in mind...

I had a nice(ish) big room on the 1st floor with a balcony and a tiny bit of sea view. Unfortunately there were people eating smelly foods, children playing ball games, men smoking and coughing in the common areas and neighbouring balcony, which was really unpleasant. The hotel is centrally located and close to the beach. Very noisy area, expect loud music from nearby bars until past 2am every night. Budget hotel, which has clearly seen more splendours days. Breakfast is on another hotel not far, but small and long wait to get in. We ended up having breakfast at local coffee shops every day. The staff were very friendly though.

Friends_and_family Friends

6/10

Pleasant

18 Feb 2024

Yolanda

We arrive air conditioner need to be recharge, the last night we stayed the room was SUPER hot the air conditioner went out again… very uncomfortable night with no sleep at all…

Leisure

10/10

Exceptional

10 Feb 2024

Mohammad Ali

I had a great time there it was very nice and clean, staff were great and Emanuel at the receptionist was great and very helpful when ever i asked for anything in regards to anything thank you all

Leisure Self

6/10

Pleasant

27 Jan 2024

Andrew

Nice greeting. Close to the beach. Free breakfast 10 minute walk away. Wonderful rooftop deck with a small pool. Better rooftop pool with a bar and restaurant next door at The Carmen. Open to anyone that buys food or drink.
Most of these places are hit or miss. On my visit house keeping was non existent.
If you get a room here make sure it's as far away from 8th as possible.

Leisure Self

8/10

Excellent

17 Jan 2024

Sandra

Property needs upgrades, not as nice as in the pictures.
Looks ok, towels were not goid at all, they were very old and with stains

Leisure Partner

2/10

Poor

17 Jan 2024

Chern

Cats roam freely. You can hear them meowing. we had to book another room as the hot water was shut off for NYE and NYday. Free Breakfast is questionable

Friends_and_family Friends

2/10

Poor

12 Jan 2024

GABRIELA

NEVER THIS HOTEL!!!

Leisure Family_with_children

2/10

Poor

10 Jan 2024

Louisa

We arrived and they told us there were no blankets in the whole hotel. It was late at night and they simply had NO BLANKETS. The place was SO LOUD that our bed was jumping from the noise of Señor Frogs across the street. They then refused to give us refund. NEVER BOOK THIS ROOM

Leisure Family

8/10

Excellent

02 Jan 2024

Joshua

The staff at the hotel desk was amazing even tho most didnt speak fluently english they used all technology available to understand and help accommodate our stay.

The area is beautiful plenty of shopping and amazing art and shows within walking distance local bars clubs and nightlife are everyday until early morning which is amazing I will return

Business_and_leisure Partner

10/10

Exceptional

28 Dec 2023

Jill

The staff and accommodations are wonderful. This was my second time staying and will definitely be back.

Leisure

4/10

Poor

24 Dec 2023

Francesco

We liked that it was near all the shops and restaurants but didn't like the poor sanitation in this hotel. The noise of loud music is very annoying.

2/10

Poor

17 Dec 2023

Shivesh K

No phone in the room. Was given a room on 5th floor but there was no elevator. Even for a small thing, had to go down 64 steps to communicate-that also with great difficulty. Later on, realized they communicate thru WhatsApp. Toilet flush was not working properly despite them sending someone to repair. No tissue box in the room and they asked to use toilet paper instead. Ocean view room is a sham-You have to look at some dirty/weird rooftops before you can see ocean.

Some staff were really nice. For breakfast, we had to go to their sister hotel which was a 2 minute walk but they had very limited option and anything other than the item that day had to be paid-And language? Biggest problem. Had to use google translator with most of the staff.

Won't stay again here.

Leisure Partner

6/10

Pleasant

16 Dec 2023

John

It was very noisy till 4 A.M. staff speaks no English at all!! The stairs were hard to get up and down with luggage! Good hot water for the shower, toilet worked good, which is not normal for Mexico!

Leisure Partner

2/10

Poor

29 Nov 2023

Miriam

Customer Service very rude when tried to exolain, at the picture the room had a sea view. Nobody helped to switch to such view. Neither recepcionist or expedia over the phone, very very rude service. Not at used to be!
Better not book again

Leisure Self

6/10

Pleasant

26 Nov 2023

Andrey R

Elevator is not working condition (long time), area around is dirty (lots of garbage)

Leisure Family

2/10

Poor

20 Nov 2023

Mahdi Bin

STAY AWAY AT ALL COSTS!! Even if they offered you to stay there for free! First of all, the sheets were dirty, the towels were ripped, the place is across from Señor Frog which means EXTREMELY LOUD music and DJ yelling from noon to 3 AM EVERYDAY! so kiss your sleeping and resting goodbye.

\"breakfast included\" more like a snack!! this won't even feed a 2 year old. It was an egg with two toasts for one day and that was the most they gave. There are no fruits, nothing for vegetarians or vegans. They cannot even compensate for that.. and you had to go to another building for that luxurious \"breakfast\".

They will charge you more for extra towel, sheet, or even if you \"stained\" the towel .. the irony!

I have never done this, but I have literally left mid way during my stay and paid extra to stay somewhere else. They were not able to refund me the 4 remaining nights I did not stay there for.

The only good part is it is steps away from the beach. so are many nearby hotels. Avoid this place or let it ruin your trip!

Leisure Partner

4/10

Poor

07 Nov 2023

David

The only nice thing about this hotel is that it is in walking distance from the beach. Other than that, not much more.

Leisure

2/10

Poor

05 Nov 2023

RANDALL

There is no restaurant, no room service, breakfast is two blocks away, elevator is used to hold trash, oh and the \"POOL\" is a 2 ft baby pool, with no waiter and random broken lawn chairs.. Although free music from Senor Frogs that vibrated the building until 3 AM each morning !!! I would love to know how much they are paying people for their reviews. I could have used the money after staff cleaned out our friends safe after one attempt when they did not think anyone was in the room. absolutely horrible. !!!!!

Leisure Friends

2/10

Poor

03 Nov 2023

Melissa

As my friend and I entered the Illusion Boutique Hotel to check in, I asked reception to add another single room to our stay, as I wanted to not compromise my already compromised health by sharing a room with my sick friend. I was proceeded to be told by reception (via a translating app) that we had NO room AT ALL, let alone able to have two separate rooms! I thought this was a joke, literally. I was told that our room had no water and no electricity, and the rest of the hotel, as well as all the hotels in the area were full. We were told that WE were responsible for finding new accommodations! I could not believe what I was hearing! I just did not know what to do! My friend and I were quite scared of the situation, and feared for our safety, as we would be easy targets...two tired, confused female tourists in the dark in Mexico. We had NO place to stay, it was now night time, and we did not know where to go. As we were trying to figure out what to do, a lovely couple walked in and asked if we were OK. They let us know that their room was robbed earlier in the day while they were at the pool. Thankfully they provided my friend and I emotional support during what was a very stressful time. I do not recommend this hotel!

Leisure Friends

2/10

Poor

01 Nov 2023

JULIE

The place is completely run down ! We were with friends which was the only distraction, thankfully!
The Highlight was when we were robbed by an employee that broke into our safe and spared us our passports . Not one employee cared in the least !!

Leisure Friends