Kay Hotel

Location is the only good thing about this hotel and it's a plus for them by default. Absolutely disgusting rooms. Filthy bathroom, toilet tissues from previous guests still on the bathroom floor, curtails torn, linen thread bare and not even matching sets, pillows small and old and lumpy and only 3 on the bed. I could go on. When we complained and asked for a refund we were told to go thru our agent. The staff continually fobbed us off to staff on the next shift. Everyday we asked for the room to be cleaned properly. It never was. Pool was in the hotel over the road and looked less than inviting Also told we had to pay city tax of 168 pesos....I don't think so! We were shown another room which was smaller and equally ill equipped. Unfortunately we were here at peak time and could not move anywhere else.

We just arrived in Playa Del Carmen and needed to spend the night, so that we could catch the bus the next morning. We chose this hotel because it was within walking distance from most things. Although the location is great, the room is definitely overpriced for what you get. Everything is VERY dated, the shower barely worked, very noisy, patio doors were questionable at best - but we did sleep, stayed safe and bonus, the AC worked!

No pool needs repair not clean no elevator have to go next-door to sister hotel for pool and they say it’s not working I will never do a non-inclusive again I go to Mexico 3 to 4 times This was probably the worst trip

Worst hotel I ever stayed at! It´s a low-price-hotel so I didn´t expect luxury. Though I expect a hotelroom to be Clean and safe - it was neighter! The shower was so Dirty that I felt more Dirty after shower than Before. We also got like an allergyreaction (we are not allergic to anything) and it was probably mold. The sheets wasnt changed once during our 14 Days stay. Sometimes we didnt have towels - they were out of them. The last Days cloths was stolen from our room and they did nothing about more than accuse and ask the cleaningwoman which off course denied it. After angry complaining... we found the clothes hidden in the room (furthest into the chest of drawers at the bottom). Two possibilities: they had put it back so they couldnt be accused in case we complained again, the other possibility is that it was hidden there from start in hope to steal it after our check out. They accused the cleaningwoman, but I am not so sure, there were many in the staff that had access to the room and as we also now was in the room - with what purpose???

When we arrived to this hotel it was a mess. Towels all over the floor at check in. Bathrooms dirty. Floors were a mess. Frankly not a place we felt comfortable staying in due to the conditions, even if it was just for the one night that we planned on. Maybe If this place was a cheap hostel but not for over $100 a night. I give this place a 2 star instead of 1 for a couple reasons: 1. Omar the receptionist was incredibly helpful and understanding. 2. After some back-and-forth with the hotel manager he finally moved us to the sister hotel across the street which was much cleaner. 3. Location steps away from beach.