Thermen Hotels in Municipio Benito Juárez

**PLEASE TAKE THE TIME TO READ THIS BEFORE MAKING RESERVATIONS** I’m not even sure where to begin regarding this NIGHTMARE that was supposed to be a family vacation. The Palace in Cancun is absolutely HORRIBLE! Very rarely do I take the time to review things outside of the rarities that are absolutely TREMENDOUS or absolutely HORRENDOUS, but I’d be doing a disservice to those of us who work hard to gather the funds for their vacation if I didn’t share my story. So…where do I even begin? Should I start with the “complimentary” transpiration to the resort from the airport? Sure. As soon as we got outside we found our way those that were related to the resort for transportation. They tried to tell me that my family’s included transportation could not be found, but that we could join those that were on the shuttle if we paid a small fee. Absolutely NOT! I refused to do so, and, after demanding that I see the list that he had and FINDING our names clearly listed, they somehow made a call and magically found the required information. Interesting, huh? So we arrive at the resort. Initial impression from walking into the lobby? Beautiful! Roses and drinks at the front door! Awesome, right? Well…those quickly turned into items to amend the upcoming failures that should’ve/could’ve been easily avoided in ANY other resort. We go to check in and all of a sudden the $5,800 that I’d paid on my card TWO months beforehand could not be found, so they needed to charge me for the full price a SECOND time and tell me that they’ll begin the “process” to return my initial payment. Yup…within 15 minutes of arriving, I’ve already fully paid a second time and am down over $11,000 for the “vacation.” We settle down and the first thing that we do is hop into the pool outside of our room. We obviously needed to use towels to dry off with afterwards, so we used those that were available. No problem, right? WRONG! We needed more simple towels the next morning and called housekeeping. We were told that they’d be on the way. 20 mins goes by…no one shows up and we call again. “They’re coming.” 30 mins go by and we finally see a housemaid WITH a cart coming down the hallway but…guess what…NO towels on the cart! We call housekeeping a THIRD time…we’ll send someone right now. After just under 2 hours, 4 simple towels were delivered to the room. Towels, people….. simple towels… Onto the Day 2 tour that their “salespeople” pitch at you in hope of getting your signature for a membership. We (along with tons of other guests) initially only went since we’d be guaranteed credit to be utilized at the resort for doing so. I immediately told the salesperson of my disappointment for something as small as towels… he says “so I guess you’ve already decided that you’re not going to sign?” before he clearly had no more of that excitement in him to show us around. But, lo and behold, he provided us with his personal number and promised that if we had any issues moving forwa

We booked a penthouse room with a pool and were super excited based on the photos and reviews we had seen online. However, our experience was far from what we had hoped for. Firstly, the hotel is located in a shopping center ***** with a shared parking lot, which was unexpected. The check-in experience was underwhelming; the staff seemed preoccupied and almost annoyed by our presence. They spoke only to my partner, who is a native Spanish speaker, and largely ignored me, despite advertising as a bilingual facility. Upon receiving our keycard, we found it did not unlock the room. We turned back to go to the reception are, only to be informed that we needed a different room, with no explanation given. The new room was a few doors down and initially seemed okay but was very dark and had an uninspiring view of construction and rooftops of local housing. The private plunge pool was on a second level, accessed by a winding staircase which had cracks and missing chunks from some of the steps. The pool area itself was in poor condition: chairs without cushions, a loose floor board with a hole, and neglected plants. The pool water was dirty with debris, making it unusable. Inside the room, there was a strong smell of cigarette smoke (we did not request a smoking room). The pillowcase had stains that looked like dead bug guts, and the bathroom towel had a clump of shaved hair prominently placed on it—which was revolting. When we reported this to the staff, the manager appeared indifferent but promised clean towels and a thorough room check. We decided to eat at the hotel restaurant, where the shrimp tacos were editable but fried, despite the menu not indicating this. The main guest pool water was somewhat cloudy and had visible debris, suggesting it hadn't been cleaned recently. Returning to our room, the cigarette smoke smell persisted. Further inspection revealed a clump of long, dark hair in the shower, entangled with what appeared to be a used tampon. That was the final straw. We left immediately and requested a refund, which, to their credit, was processed without issue.