Casa Cielo Cancun

Pros Location. Rooms, hotel grounds The location is about 5-10 min walk to the main area of downtown with all the shops and markets. The property was very well Kept and clean. My room was spacious, the bed was very comfortable. The pool was a nice bonus after exploring all day. The property has a front gate so it made the hotel feel very secure and safe at all hours. Overall no issues with the hotel itself. Cons Communication and checkin I waited outside the gate for 40 minutes to check in because no one was at the front desk. I tried to call with no answer and ctrip also tried calling with no answer. When I finally saw got checked in the man on the phone said I absolutely did not wait that long and he has just talked me to (he did not). There was no apology for the wait or anything and it came off like that fact that I waited so long was a lie (I do have my conversation with the ctrip agent where we talked about both of us not being able to get ahold of the hotel). I had also asked them if they could help me order a taxi for 4am. The man responded and when I asked to confirm price he didn’t respond for 4 days at which point I had already checked out and left.

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.

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.

I made a reservation a month ahead of my arrival at Casa Cielo through *******. 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 *******. The person on the other end of the message answered and stated they no longer work through *******. They just told me to contact ******* 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 *******.