Casa Del Puerto by Mij

This is our 3rd time staying here for a week long vacation. We loved this hotel at the beginning but each time we come its getting more run down. And I don’t think we’ll come back unless they makes some changes. It needs a lot of updating. And the room service is bad. We didn’t get our room cleaned for the first 3 days we were there, we had to ask them to come clean it. No towels when we arrived. We constantly had to ask for towels/toilet paper. They don’t bother cleaning the glass on the patios so you can’t see out them. The fridge was on the brink of dying. No coffee makers or glasses in the room. The patio around the pool is falling apart. The pool wasn’t cleaned often. The hotel has so much potential. Big ocean front rooms, nice little restaurant with good food, nice size pool right on the ocean, small & quiet. It’s a shame that it’s not being taken care of.

We enjoyed a spacious and well-furnished room on the second floor, with amazing oceanfront views overlooking the attractive pool area and sun loungers. The staff were friendly and welcoming, and both the included breakfast and our a la carte fresh fish dinner were delicious. The location north of Puerto Morelos is convenient when arriving/departing from the Cancun airport, and is a short drive away from the town’s restaurants/shopping (or for purchasing a local SIM card). As mentioned in other reviews, the hotel facilities are quite worn. The gravel road leading from the neighboring hotel to the property (lefthand arch of the three archways) is unmarked and bumpy, and best navigated in daylight. We used our rental car to get to town, as the walk along the access road did not seem appealing.

I will start by saying that I really do not like to give these types of reviews. We have worked in the tourism industry for years and always prefer to give our feedback directly to the management. We did contact the hotel directly via their email to let them know that we'd like to discuss some of the issues we had, but as they failed to respond, we feel it's only fair to other potential guests that we report honestly. The hotel is quite a trek north of Puerto Morelos. If you want somewhere convenient to restaurants and bar options, this isn't the place for you. We happened to appreciate the location and were delighted as to the back of the hotel is a vast mangrove forest, and to the front, the stunning Caribbean Sea. Unfortunately, our first impression of the room was marred by poor maintenance and no warning that we would be sharing our terrace with the guests next door. This wouldn't have been such an issue except that there was no functioning lock on the terrace door. We did not know who was in the next room and they had unfettered access to ours. When we questioned management, we were told that the rooms were usually let as adjoining family rooms. We could just about deal with our heavily smoking neighbours, but having no lock on the terrace door was unacceptable and we politely asked for this to be rectified. We were informed that there were no maintenance staff on the property until the following day. We arrived by 3pm on a Wednesday, so it was very surprising to us that they had no maintenance staff available. We had to take the initiative and ask to be taken to the maintenance area so we could find a piece of wood to place in the railings of our terrace door so that we had some security and felt we could go out. We also requested an additional chair for our terrace as only one had been provided and we were assured that would be taken care of. Going out being the next strange experience for a hotel depending on tourism. Normally, hotels have some sort of guide to the area or the staff are able to offer suggestions to guests. We asked about restaurants in the area and were simply told there were none but we could try. So we headed north to discover that the road was blocked with razor wire by what seemed to be an all inclusive, which could only be accessed by going all the way around by car and back to the highway. I am pleased to report that the hotel restaurant and bar does a good job. The service and food were very good and priced fairly and it is a lovely setting. Nevertheless, the lack of guidance by the front of house staff was shocking, to say the least. I will also add that the breakfast offered is very good. The following day the front of house staff, who seemed to know nothing about our problem with the terrace as no information had been passed on, promised us that it would be taken care of. When we returned, we were assured that a lock had been fitted to our terrace door and that all was good. We arrived to find that