Ratings based on 351 Verified Reviews

2.9 out of 5
58% of guests recommend
3.1 Room cleanliness
3.2 Service & staff
2.9 Room comfort
2.6 Hotel condition
Expedia Verified Reviews
1 out of 5
by A verified traveler

better off at a hostel than this place.

Posted Aug 23, 2017
Even a hostel would be more comfortable and cleaner for a fraction of the rate. The only thing this place has going for it is the location.
1 out of 5
by A verified traveler from seattle

Most things are broken

Posted Aug 21, 2017
Pros: The bed was ok.
Cons: they could improve by fixing there balcony doors, buy new fridge for each room, fix the cabinets because they were broken.
Location: It is close to the stores and shopping center
We had a hard time closing and opening the balcony door. The sink got plugged randomly. There's always a horrible smell in the room. The people on the reception was mean. The fridge was really old and would freeze our water and food.
4 out of 5
by VICENTE

This traveler left a rating score only Posted Jun 26, 2017 on Hotels
4 out of 5
by Averialle Davis

Vacation

Posted Jun 5, 2017 on Hotels
Love the experience
3 out of 5
by A verified traveler

A cheap place to sleep

Posted Mar 20, 2017 on CheapTickets
An old place, if you just want a bed to rest is ok, but the facility needs maintenance and the continental breakfast is just cereal & bread.
Comment from Hotel Management
Mar 30, 2017 by Jose María, Hotel Management
Thanks for your feed back and your preference in our property while staying in Cancun. We would like to clarify that the continental breakfast is complimentary, not included in our rate.
1 out of 5
by A verified traveler from Illinois

Old and needs an overhaul but close by to beach.

Posted Feb 8, 2017
Broken rooms, bad stench odor, mold, broken lounge chairs, no music by pool, breakfast ok, hard beds and pillows. Had gotten bad allergies due to mold and my back hurt worse due to having to lay on concrete with towel as all lounge chairs broken. Seriously, stay away unless you plan on going to beach and then coming back drunk so the bed, pillows and odor in room won't bother you. Pictures below are from room 103, a room two buildings away from hotel entrance. That is by far the worse room I saw there. It's been like that for sometime as I read a review prior to booking and ended up in the exact room someone else complained about on their review. I got transferred the next day to a bit better room as I had paid extra for refrigerator and breakfast. I had to complain otherwise they wouldn't care. The cleaning lady and Eddie at front desk along other workers were pleasant.
Comment from Hotel Management
Apr 22, 2017 by Jose María, Hotel Management
We thank you for your feedback and your comments have been sent to the Operations Manager for an exhausting review of this room. We suggest our valuable guests to ask for change if the assigned room is not satisfactory. We want that your staying is pleasant.
3 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jan 27, 2017
Stayed in room 800. No wifi connection. You get what you pay for. Plus is in hotel zone and bus is easily accessible.
Comment from Hotel Management
Mar 30, 2017 by Jose María, Hotel Management
Thanks for your feedback. Wea re currently working on the WIFI network so all areas of the hotel, including rooms, are covered.
4 out of 5
Recommended
for Everyone
by A verified traveler from calgary

Nice place for the price

Posted Jan 22, 2017
Close to beach nice pool for the price cant complain
Comment from Hotel Management
Mar 30, 2017 by Jose María, Hotel Management
Thanks for your feedback and staying at Imperial Laguna.
2 out of 5
by A verified traveler from chicago

It was not very comfortable room wasn't in good sh

Posted Jan 19, 2017 on Orbitz
It was not fun, smelly room, broken chairs, loungers dirty pool no towels it wasn't a comfort stay
Comment from Hotel Management
Mar 30, 2017 by Jose María, Hotel Management
Your comments are really important to us so we can improve the quality of our services and facilities. Please, accept our apology for all the inconveniences during your staying at Imperial Laguna
2 out of 5
by A verified traveler

poor attitudes of a front desk lady

Posted Jan 4, 2017
Based on its price, it is not a too-bad-hotel. However, one of the front ladies worked unprofessional. She seemed not able to smile. When I needed to make a local call on Sunday, she lied to send a person to come to fix the phone Monday. In fact, there is no room phone service available (although there is a phone set in my room). Worse, she should make a phone call from the front desk, and let me talk in front of the front desk - this is an alternative service, which is good enough. This lady is the worst person in my entire mexico's trip, beside Mexican police people.
Comment from Hotel Management
Mar 30, 2017 by Jose María, Hotel Management
We are really sorry about the incident your mention at the reception desk. We try do give our best so the guests feel comfortable during their staying in our property. We suggest to contact the Guest Relations Manager for personal assistance.