23 Apr 2023
1BTH 1BDR PRME Location BeachCondo Private Mini pool by MIN -Playa del Carmen MX
(Calle 10 Norte bis Manzana 55 Lote 10 15 y 20 Coloni, Playa Del Carmen, Mexico)
This is a scam hotel location, do not book! The owner failed to provide full check-in details 3 days "prior" to our arrival as indicated within the Agoda booking instructions. So three days prior to check-in date, I started contacting Agoda customer service to get me the check-in information from the provider, such as lockbox combination, unit number within the building, name of building, internet, etc.
After hours of email conversations with Agoda customer service during the 3 days prior to check-in they failed to get in touch with unit owner and could not provide me check-in information. Instead, Agoda gave us this final advice, "our affiliate suggests to just show up for check-in and let us know what happened". (Note: affiliate appears to be Booking Holdings) They said if I cancel before, I may not get my money back.
So off we went with no other hotel booking hoping all would turn out all right. It did not turn out all right, the unit owner never showed up to check us in. We showed up promptly at check-in time of 4pm waited at building in 90 degree heat for hours and no one showed up. Also, no one, ever answered WhatsApp phone calls or texts at the number Agoda kept providing us as the unit owner's "direct contact number".
While waiting, we noticed a sign posted on the main entrance for "unit rentals" and a tenant in building helped us call the number as we had no internet. When a man answered, we advised we were at property and wanted into our booking unit, he asked our name then said assured us that he would be there in 5 minutes to check us in. Of course, he never showed and subsequently ghosted our calls and texts.
I am shocked that this location is still on Agoda's website as they were well aware of our horrific experience.
Please be warned, do not book this location if you come across it