Casa Kaoba Hotel & Suites

• What did you like most?
  If you rent a car, you're close to XCaret and about 10 minutes to the center of Playa del Carmen.
• Was there anything you didn't like?
  The hotel felt very outdated and in bad condition. Even before arriving, I kept getting messages from the hotel asking to pay a 30% deposit on my stay or risk it being canceled because it was the busy season. And yet, we hardly saw anyone else at the hotel during our 2 nights there, maybe a dozen people overall? I've never had a hotel threaten to cancel a reservation simply because they wanted a deposit (that was not mentioned during booking) ahead of time. If they wanted a deposit, it should have been charged at booking like other hotels do. We had booked the room with the hot tub, but the water was cold, there was no way to heat the water, the jets weren't working, and it wasn't the cleanest, so it went unused. I wouldn't book this room again. Didn't even use the pool because it was not clean at all. The shower head sprayed water all over the place and was difficult to use at times. The room itself was damp, but I think that's just a feature of Quintana Roo. Furniture and features in the rooms and bathroom had stains, dented, or were rusting. The breakfast that is included is only two eggs or two pancakes, which was honestly disappointing. Anything else is an extra charge. We ended up getting a second breakfast elsewhere each morning because the quality of what is included was poor, so it wasn't worth paying more for any of the extras. The front desks boost a 9.5 rating from Booking.com, but it shows that it was from 2020. It's clear that this hotel has gone downhill, and couldn't provide something as simple as extra towels when requested. You're better off staying elsewhere.

Do not stay at this horrific, dirty hotel

• What did you like most?
  The property was nice.
• Was there anything you didn't like?
  The staff was horrendous. Upon checking in, they made a copy of my California drivers license and they never gave it back to me and they lost it. My boyfriend was in the ICU hospital in Playa de Carmen as we were on vacation in Tulum for a 2 1/2 week vacation. I had to check in to the closest hotel to the hospital with my small Service animal As the hospital did not allow service dogs. He had broken everything and brain injury and head injury from the motorcycle accident he had had. The head staff wouldn’t even call a cab for me to get back to the hospital. I had to stand on the highway for 45 minutes in the dark to try to flag down a cab with no avail. The worst was Venessa or Jessica the manager who had lied about everything because I complained that I had no towels upon check-in in the evening or soap and a broken TV. When I went to the restaurant at 6:30 PM, there was not a customer in the restaurant. I asked for avocados, guacamole, fish, ceviche, any fish, and I was told that the owner wasn’t buying any. The first morning since breakfast was included for free with the rental, nobody told me anything that there was one place to order the complementary breakfast. When I ordered, they did not ask my room number and they did not tell me that the omelette I ordered was not on the very limited Complementary breakfast. I had paid for four nights and wanted to leave after the first two days and they would not refund my money. They wanted me to pay for the omelette, and I explained to them all the problems that I had had with the bad service, not a working television, towels, soap, and no one to tell me that there was a page for the complementary breakfast. I would not Pay for their mistake and all the problems for the omelette I ordered the manager called the police as I had told her to, and I wanted a taxi cab to leave to get to the hospital, where my husband was in ICU from the horrendous motorcycle accident.