So when we arrived, we could not find the hotel. We have to ask 3 different people about where the hotel was and an hour later. It turned out that it was close until the high season, but they booked us a room in the Mayan Palace Playa with a free upgrade. All the Mayan staff understood what was going on. We did not get the upgrade though when we arrived, and when asked they replied that they gave us what was booked. The staff was nice, but impersonal. When you asked about where to find food no staff member knew. All their excursion were way over priced, double what you can find on travel sites (which already have a fee added to the price) and not impressive for the money. The room only had cold water for showers unless you showered at midnight and even had some mold in the corner of the bathroom. The 2 Mexican nationals we were with were head over heels with the hotel, but honestly I have been in nicer 2 star hotels. The beds were clean with no bugs and the food was good in the hotel. It was also nice that you could walk around the whole hotel without needing your wallet to pay for drinks and your room key was a wrist band.