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Reviews of Illusion Boutique Hotel By BFH

3.5 out of 5
Illusion Boutique Hotel By BFH
8th St North, Between 5th Av. and the ocean, Playa del Carmen, QROO

Reviews

7.8

Good

Rating 10 - Excellent. 266 out of 723 reviews" "
Rating 8 - Good. 254 out of 723 reviews" "
Rating 6 - Okay. 93 out of 723 reviews" "
Rating 4 - Poor. 51 out of 723 reviews" "
Rating 2 - Terrible. 59 out of 723 reviews" "

8.4/10

Cleanliness

8.6/10

Staff & service

6.2/10

Amenities

7.4/10

Property conditions & facilities

6.8/10

Eco-friendliness

Reviews

10/10 Excellent

Amy

Travelled with partner
Getting up to 5th floor was a trek eith no elevator service.
Stayed 1 night in Apr 2024

4/10 Poor

Amy

Travelled with partner
Disliked: Property conditions & facilities
I liked that the Frida Museo was right actoss the street and we could see the ocean from either room. I did not love that we were out of water for the last two days and thst we were only offered toast for breakfast.
Stayed 2 nights in Apr 2024

8/10 Good

Melody

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Suited basic needs, clean room, rooftop pool area was a nice & spacious, excellent location within walking distance to shopping & restaurants, 1/2 block to the beach. There was no elevator & the continental breakfast included only toast & weak coffee.
Stayed 3 nights in Apr 2024

6/10 Okay

Yolanda

Liked: Staff & service
Disliked: Amenities
We arrive air conditioner need to be recharge, the last night we stayed the room was SUPER hot the air conditioner went out again… very uncomfortable night with no sleep at all…
Stayed 3 nights in Feb 2024
Response from Pablo Gerente de Reservas on 24 Feb 2024
We are sorry Yolanda that the stay was not to your liking, the air conditioning is now in working order, we look forward to seeing you on your next trip.

10/10 Excellent

Mohammad Ali

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I had a great time there it was very nice and clean, staff were great and Emanuel at the receptionist was great and very helpful when ever i asked for anything in regards to anything thank you all
Stayed 8 nights in Jan 2024
Response from Hotel Illusion on 12 Feb 2024
We appreciate your comment and evaluation Mohammad, we look forward to seeing you on your next trip.

8/10 Good

Sandra

Travelled with partner
Liked: Cleanliness, staff & service
Disliked: Amenities
Property needs upgrades, not as nice as in the pictures. Looks ok, towels were not goid at all, they were very old and with stains
Response from Pablo Gerente de Reservas on 18 Jan 2024
Sandra, we appreciate your comment and evaluation, the maintenance and linen team is now informed to renew the towels. We look forward to seeing you on your next trip.

2/10 Terrible

Chern

Travelled with group
Disliked: Cleanliness, staff & service, room comfort
Cats roam freely. You can hear them meowing. we had to book another room as the hot water was shut off for NYE and NYday. Free Breakfast is questionable
Stayed 5 nights in Dec 2023
Response from Pablo Gerente de Reservas on 18 Jan 2024
Chem we appreciate your evaluation and comment, we resolved the hot water issue that same day, we are looking to provide options for breakfast, we look forward to seeing you on your next trip

2/10 Terrible

GABRIELA

Travelled with family and small children
Disliked: Cleanliness, amenities, property conditions & facilities
NEVER THIS HOTEL!!!
Stayed 3 nights in Jan 2024
Response from Pablo Gerente de Reservas on 16 Jan 2024
Gabriela lamentamos que la estancia no fuera de su agrado , le solicitamos se comunique con el hotel y así poder compensarla, muchas gracias

2/10 Terrible

Louisa

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We arrived and they told us there were no blankets in the whole hotel. It was late at night and they simply had NO BLANKETS. The place was SO LOUD that our bed was jumping from the noise of Señor Frogs across the street. They then refused to give us refund. NEVER BOOK THIS ROOM
Stayed 6 nights in Dec 2023
Response from Pablo Gerente de Reservas on 10 Jan 2024
We are sorry Louisa that the stay was not to your liking, the maintenance team is aware of the inconveniences with the whites, we also decided to do something about the noise in the surroundings, we invite you to visit us on your next trip and check for yourself the improvements in the service.

2/10 Terrible

Shelly

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 5 nights in Dec 2023
Response from Hotel Illusion on 8 Jan 2024
Gracias por su comentario Shelly, sin duda ayudará a mejorar el servicio! Que tengan un excelente dia!

8/10 Good

Joshua

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff at the hotel desk was amazing even tho most didnt speak fluently english they used all technology available to understand and help accommodate our stay. The area is beautiful plenty of shopping and amazing art and shows within walking distance local bars clubs and nightlife are everyday until early morning which is amazing I will return
Response from Hotel Illusion on 6 Feb 2024
We appreciate your comment and evaluation Andrew, we look forward to seeing you on your next trip.

2/10 Terrible

Alex

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Hotel Illusion by BFH on 2 Jan 2024
Gracias por su comentario Alex, sin duda ayudará a mejorar el servicio! Que tengan un excelente dia!

10/10 Excellent

Jill

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff and accommodations are wonderful. This was my second time staying and will definitely be back.
Stayed 1 night in Dec 2023
Response from Hotel Illusion by BFH on 2 Jan 2024
Thank you for your comment Jill, it will certainly help to improve the service! It was a real pleasure to have had you! We hope to see you soon, have a great day!

4/10 Poor

Francesco

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
We liked that it was near all the shops and restaurants but didn't like the poor sanitation in this hotel. The noise of loud music is very annoying.
Stayed 3 nights in Dec 2023
Response from Hotel Illusion by BFH on 26 Dec 2023
Thank you very much for your comment, it will help us to improve! We hope to see you soon, have a great day!!!

2/10 Terrible

Shivesh K

Travelled with partner
Liked: Cleanliness
Disliked: Amenities, property conditions & facilities
No phone in the room. Was given a room on 5th floor but there was no elevator. Even for a small thing, had to go down 64 steps to communicate-that also with great difficulty. Later on, realized they communicate thru WhatsApp. Toilet flush was not working properly despite them sending someone to repair. No tissue box in the room and they asked to use toilet paper instead. Ocean view room is a sham-You have to look at some dirty/weird rooftops before you can see ocean. Some staff were really nice. For breakfast, we had to go to their sister hotel which was a 2 minute walk but they had very limited option and anything other than the item that day had to be paid-And language? Biggest problem. Had to use google translator with most of the staff. Won't stay again here.
Stayed 3 nights in Dec 2023
Response from Hotel Illusion by BFH on 18 Dec 2023
Muchas gracias por su comentario, sin duda nos ayudará a mejorar!! Que tenga excelente dia!!

6/10 Okay

John

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
It was very noisy till 4 A.M. staff speaks no English at all!! The stairs were hard to get up and down with luggage! Good hot water for the shower, toilet worked good, which is not normal for Mexico!
Stayed 4 nights in Dec 2023
Response from Hotel Illusion by BFH on 18 Dec 2023
Muchas gracias por su comentario, sin duda nos ayudará a mejorar!! Esperamos verlo pronto, que tenga excelente dia!!

6/10 Okay

Brendan

Stayed 9 nights in Nov 2023
Response from Hotel Illusion by BFH on 18 Dec 2023
Muchas gracias por su comentario, sin duda nos ayudará a mejorar!! Esperamos verlo pronto, que tenga excelente dia!!

8/10 Good

Stacey

Stayed 1 night in Dec 2023
Response from Hotel Illusion by BFH on 12 Dec 2023
Thank you very much for your comment, it will help us to improve! We hope to see you soon, have a great day!!!

2/10 Terrible

Miriam

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Customer Service very rude when tried to exolain, at the picture the room had a sea view. Nobody helped to switch to such view. Neither recepcionist or expedia over the phone, very very rude service. Not at used to be! Better not book again
Stayed 3 nights in Oct 2023
Response from Hotel Illusion by BFH on 30 Nov 2023
Lamentamos el disgusto con su estadia en nuestro Hotel, vamos a trabajar y mejorar para brindar un mejor servicio, que tenga excelente dia!!

6/10 Okay

Andrey R, Vancouver

Travelled with family
Liked: Cleanliness
Elevator is not working condition (long time), area around is dirty (lots of garbage)
Stayed 13 nights in Nov 2023
Response from Hotel Illusion by BFH on 28 Nov 2023
Muchas gracias por su comentario, sin duda nos ayudará a mejorar!! Esperamos verlo pronto, que tenga excelente dia!!

2/10 Terrible

Mahdi Bin

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
STAY AWAY AT ALL COSTS!! Even if they offered you to stay there for free! First of all, the sheets were dirty, the towels were ripped, the place is across from Señor Frog which means EXTREMELY LOUD music and DJ yelling from noon to 3 AM EVERYDAY! so kiss your sleeping and resting goodbye. "breakfast included" more like a snack!! this won't even feed a 2 year old. It was an egg with two toasts for one day and that was the most they gave. There are no fruits, nothing for vegetarians or vegans. They cannot even compensate for that.. and you had to go to another building for that luxurious "breakfast". They will charge you more for extra towel, sheet, or even if you "stained" the towel .. the irony! I have never done this, but I have literally left mid way during my stay and paid extra to stay somewhere else. They were not able to refund me the 4 remaining nights I did not stay there for. The only good part is it is steps away from the beach. so are many nearby hotels. Avoid this place or let it ruin your trip!
Stayed 7 nights in Nov 2023
Response from Hotel Illusion by BFH on 21 Nov 2023
Lamentamos el disgusto con su estadia en nuestro Hotel, vamos a trabajar y mejorar para brindar un mejor servicio, que tenga excelente dia!!

4/10 Poor

David

Disliked: Amenities, property conditions & facilities
The only nice thing about this hotel is that it is in walking distance from the beach. Other than that, not much more.
Response from Pablo Gerente de Reservas on 8 Nov 2023
David, thank you for your comment, we are looking for better service for our guests, we look forward to seeing you on your next trip.

2/10 Terrible

Mark

Disliked: Staff & service, amenities, property conditions & facilities
Stayed 9 nights in Oct 2023
Response from Pablo Gerente de Reservas on 8 Nov 2023
Mark lamentamos que su experiencia no fuera satisfactoria, nos gustaría que nos escriba, para poder mejorar nuestros servicios

2/10 Terrible

RANDALL, ROCKFORD

Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
There is no restaurant, no room service, breakfast is two blocks away, elevator is used to hold trash, oh and the "POOL" is a 2 ft baby pool, with no waiter and random broken lawn chairs.. Although free music from Senor Frogs that vibrated the building until 3 AM each morning !!! I would love to know how much they are paying people for their reviews. I could have used the money after staff cleaned out our friends safe after one attempt when they did not think anyone was in the room. absolutely horrible. !!!!!
Response from Pablo Gerente de Reservas on 8 Nov 2023
Randall we are sorry that your experience was not satisfactory, we also appreciate your comments, we are in the process of a profound change in the cleaning, maintenance and staff of the hotel.

2/10 Terrible

Melissa

Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
As my friend and I entered the Illusion Boutique Hotel to check in, I asked reception to add another single room to our stay, as I wanted to not compromise my already compromised health by sharing a room with my sick friend. I was proceeded to be told by reception (via a translating app) that we had NO room AT ALL, let alone able to have two separate rooms! I thought this was a joke, literally. I was told that our room had no water and no electricity, and the rest of the hotel, as well as all the hotels in the area were full. We were told that WE were responsible for finding new accommodations! I could not believe what I was hearing! I just did not know what to do! My friend and I were quite scared of the situation, and feared for our safety, as we would be easy targets...two tired, confused female tourists in the dark in Mexico. We had NO place to stay, it was now night time, and we did not know where to go. As we were trying to figure out what to do, a lovely couple walked in and asked if we were OK. They let us know that their room was robbed earlier in the day while they were at the pool. Thankfully they provided my friend and I emotional support during what was a very stressful time. I do not recommend this hotel!
Stayed 5 nights in Oct 2023
Response from Pablo Gerente de Reservas on 10 Nov 2023
Melissa we regret the inconvenience, if there had been a room available we would have gladly offered it to you, also in the chain's hotels, certain dates are in high demand, we look forward to seeing you on your next trip.

6/10 Okay

ELIAS

Travelled with group
Disliked: Cleanliness
Stayed 2 nights in Oct 2023
Response from Pablo Gerente de Reservas on 2 Nov 2023
Elias agradecemos su evaluación, y lo esperamos en su proximo viaje

2/10 Terrible

JULIE, ROCKFORD

Travelled with group
The place is completely run down ! We were with friends which was the only distraction, thankfully! The Highlight was when we were robbed by an employee that broke into our safe and spared us our passports . Not one employee cared in the least !!
Stayed 7 nights in Oct 2023
Response from Pablo Gerente de Reservas on 2 Nov 2023
Lamentamos mucho lo sucedido Julie, seguramente el personal y el gerente están al tanto de los inconvenientes, le pedimos sinceras disculpas

4/10 Poor

Richard

Travelled with partner
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
The elevator did not work. Breakfast was served at another hotel. We had no electricity or water for a day. We did not know that a taxi could not pull up to the door since it was a pedestrian walkway. The room door lock was broken and difficult to lock. Outside the hotel entrance was loud with lots of intoxicated people in the streets.
Stayed 3 nights in Oct 2023
Response from Pablo Gerente de Reservas on 19 Oct 2023
Agradecemos su cometario Richard, proporciona información valiosa, y oportunidad de mejora en nuestro servicio, lo esperamos en un nueva oportunidad, lamentamos los inconvenientes.

10/10 Excellent

rod

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I found this hotel to be very convenient to the beach as well as 5th Ave and all that it has to offer. The hotel and rooms were clean, the staff were very friendly and helpful and great service. The air conditioning was cold and the water was hot. Highly recommend and will book again.
Stayed 6 nights in Oct 2023
Response from Pablo Gerente de Reservas on 2 Nov 2023
Rod gracias por sus cometarios y evaluación, buscamos la constante mejora de nuestros servicios e instalaciones, lo esperamo en su próximo viaje

10/10 Excellent

Jose

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff is very friendly since enter the lobby and all around the property it's clean they clean your room every day the only thing is that they change the linens every three days
Stayed 4 nights in Sep 2023
Response from Pablo Gerente de Reservas on 1 Oct 2023
Jose, we appreciate your feedback and evaluation, I also leave a note of the targets, we wish you a happy trip and a soon return

2/10 Terrible

John

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Falsely advertised breakfast included. Arranged 2 queen beds and got 1-king &1-fold out. 1 day of 6 had hot water. Elevator was broke down. We were on the 5th floor and both in late late sixties!!! Received clean towels once in 6 days after chasing night desk clerk down. Brolken balcony railings surrounding our 5th floor. Had to ask for minifrig in our room. Trash bins over flowing and trash on ground in areas. But the worst incident was a night clerk told my nephew he could not come up to our room and see his father without giving the clerk 200 pesos. Totally disturbing.
Stayed 6 nights in Sep 2023
Response from Pablo on 21 Sept 2023
John nos gustaria saber por que medio reservó, se comunique con nuestro equipo y poder, ofecerle disculpas y algún tipo de resarcimiento

10/10 Excellent

Francisco Javier

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excelente
Stayed 4 nights in Sep 2023
Response from Pablo Gerente Reservas on 11 Sept 2023
Francisco Agradecemos su comentario, sería muy valiosa también su recomendación a familia y amigos, le deseamos un feliz viaje y pronto regreso.

8/10 Good

george, montreal

Liked: Cleanliness, staff & service, property conditions & facilities
room was good and big....great suntan deck and pool.....employees very polite and helpful...big thank you to Yasuri for answering all our questions and making our 2 week stay comfortable....
Response from Pablo on 9 Sept 2023
George agredemos sus comentarios y evaluacion, nos gustaróa mucho que nos recomiende entre amigos y familiares, lo esperamos nuevamente, en su próximo viaje.

2/10 Terrible

charles

Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
No elevator. As you walk up the steps you are greeted by a dirty crumpled up white sheet that looked like it had poop all over it, In front of a boiler room or something that should have been covered or had a door. Disgusting! The pool area was dark and had no security. No lighting. Safe was broken. Sheets are gray from age and use.NO HOT WATER !
Stayed 3 nights in Aug 2023
Response from Pablo on 4 Sept 2023
Agradecemos Charles que haya compartido sus comentarios sobre su reciente estancia en nuestro hotel, aunque lamentamos profundamente que su experiencia no haya sido satisfactoria. Sus comentarios son esenciales para identificar áreas de mejora y tomar medidas para garantizar que nuestros huéspedes tengan una estancia más agradable en el futuro.Estamos tomando medidas con cada uno de los equipos responsables.Esperamos que nos dé otra oportunidad para brindarle una experiencia mucho más satisfactoria en el futuro.

4/10 Poor

Richard

Disliked: Amenities, property conditions & facilities
Location was fine. Room was nasty, hot and one pillow on the bed (HARD AS A ROCK). No pool bar as presented On-line. After the 2nd night of my 7 night stay, I left! Didn't care about refune. Over all poor experience.
Stayed 7 nights in Aug 2023
Response from Pablo on 4 Sept 2023
Agradecemos su evaluación y comentarios Richard, lamentamos que nos abandonara , estamos tomando medidas para mejorar cada una de las áreas que lo necesitan. Nos brinda información, muy valiosa y le agradecemos .

8/10 Good

Mahealani

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good location and good price for size of room
Stayed 1 night in Jul 2023
Response from Pablo on 5 Aug 2023
We truly appreciate your kind words Mahealani , and we hope to have the pleasure of welcoming you back for another enjoyable stay in the future.If there is anything else we can do to enhance your next visit, please do not hesitate to let us know.Thank you for choosing our hotel, and we look forward to hosting you again soon.

8/10 Good

Miguel

Liked: Cleanliness, staff & service
I would like to say thank to the housekeeping (room 407) she always kept our room clean. Thank you. July 23 to July 27.
Response from Pablo on 29 Jul 2023
Miguel on behalf of the entire hotel team, we would like to express our sincere thanks for your kind words and for taking the time to share your experience with us.We will pass your feedback on to our cleaning team, who will be delighted to know that your hard work and dedication was appreciated.We hope that your experience in our hotel has been pleasant in all aspects, and we will be delighted to welcome you again in the future.

4/10 Poor

Juanisha

Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
The staff was very friendly. They do make you wait until 3p on the dot to check in. I set in the lobby for 2.5 hrs charging my phone as it was going dead and I was too tired to walk around. They only have one restroom for you to use before you get a room and it's on the 4th floor. My room ended up being on the 4th floor as well and to my surprise, the elevators didn't work so that was very inconvenient and tiresome especially with it being as hott as it was. The breakfast that's included is eggs and toast only. That was disappointing knowing I picked a hotel that offered breakfast but there wasn't any options so I ended up buying food everyday. They have refrigerators in the rooms but no microwave. When I asked the front desk where could I go to heat my food up, they told me the gas station which is like a 15 min walk. The guy did go ask around when I told him that was too far because my food would be cold by time I made it back. There happen to be a store that was next door but you have to pay 10 pesos to use it. The room didn't have a blanket on the bed, only a sheet so I had to ask for cover but they brought a thicker sheet. At check out, I was an hr late as I overslept so I had to pay an extra 100 pesos. They charge 100 pesos an hr for each hr that you are late checking out after 12p. They did not tell me the check out time or even give a heads up in the beginning so I feel that was a way to get extra money. But convenient walk to the beach and close to 5th Ave.
Stayed 3 nights in Jul 2023
Response from Pablo on 28 Jul 2023
We sincerely appreciate your comments about your stay at our hotel. We are deeply sorry for the inconvenience you experienced during the check-in process and your time in the lobby.We also regret the lack of bathrooms in the lobby and the inoperability of the elevators during your stay. These issues do not reflect our usual standard of service and comfort, and we will work to address them to ensure that similar situations do not occur in the future.

2/10 Terrible

Gustavo

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
This hotel was dirty. The bathroom was moldy. The shower curtain had mold. The place is super old nothing like the pictures. The towels were falling apart with strings hanging from them. Really disappointing after traveling all day and showing up at midnight. NOT FAMILY FRIENDLY
Stayed 3 nights in Jun 2023
Response from Pablo on 18 Jul 2023
We appreciate your comment. We are going to do a complete review of the cleaning and disinfection of the hotel, as well as the renewal of the towels. We hope to have another opportunity to receive and please you.

2/10 Terrible

Gustavo

Response from Pablo on 19 Jul 2023
Gustavo disculpamos por las molestias que hayas experimentado. Nos esforzamos constantemente por mejorar nuestros servicios y ofrecer una experiencia satisfactoria a nuestros huéspedes. Si decides volver a visitarnos, esperamos tener la oportunidad de demostrarte nuestro compromiso con tu satisfacción. Le deseamos un buen viaje.

10/10 Excellent

Anthony, Alajuela

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
all super good, especially the location
Stayed 5 nights in Jul 2023
Response from Pablo on 17 Jul 2023
Gracias por tomarte el tiempo de dejarnos tu opinión sobre tu reciente estancia en nuestro hotel. Apreciamos sinceramente tus comentarios .Nos complace saber que disfrutaste de tu estadía Anthony y que nuestro equipo pudo brindarte un servicio satisfactorio. Nuestro objetivo principal es asegurarnos de que nuestros huéspedes se sientan bienvenidos y atendidos, y nos alegra saber que cumplimos con tus expectativas.

8/10 Good

Erika

Liked: Cleanliness, staff & service
The only bad thing was that the elevator wasn’t working!
Stayed 4 nights in Jul 2023
Response from Pablo on 14 Jul 2023
Thank you for sharing your concerns with us, as it helps us identify areas for improvement. We wish you a happy return trip and hope to see you back soon.

6/10 Okay

Lurdes R

Travelled with partner
Disliked: Staff & service, property conditions & facilities
Update the pictures because what was posted online doesn't look like what we stayed in. A plus was the AC which was nice to have since it's July and it was really hot.
Stayed 4 nights in Jul 2023
Response from Pablo on 8 Jul 2023
Agradecemos Lurdes su evaluación, para mejorar nuestros servicios. Tomaremos en cuenta tus comentarios y trabajaremos en ello para proporcionar una experiencia aún mejor en el futuro. La invitamos a volver a visitarnos

6/10 Okay

Daniel

Travelled with group
Liked: Cleanliness
The hotel itself was fine. The pool looks fine as well. It is a great location! Walkable! . There is no parking so you have to find parking if you rented a vehicle. Our room did not have a functioning tv.
Stayed 1 night in Jul 2023
Response from Pablo on 7 Jul 2023
We sincerely appreciate your comments and we appreciate that you have shared your experience with us. The technical team is aware of the television, we hope to see you soon.

8/10 Good

Verified traveller

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service
Pretty Good!
Good for what you pay for. Getting this hotel was honestly a pretty good deal seeing as it’s a few steps away from the beach and has all the basic necessities (tbh all we needed was wifi and air conditioning LOL). My only complaints were that the beds aren’t that comfy and it can be noisy at night, but I would just block out the noise with some headphones. The staff are so nice! The cleaning staff were so sweet and great at there jobs. Thank you Elizabeth and Ana for servicing us for those two weeks. Great work!
Stayed 12 nights in Jun 2023
Response from Pablo on 4 Jul 2023
Thank you very much for taking the time to leave us your opinion about your stay at our hotel! We greatly value your comments and we are pleased to know that your experience was satisfactory. We take into account what you tell us about the mattresses. we look forward to seeing you soon.

10/10 Excellent

ERSOZ

Stayed 1 night in Jun 2023
Response from Pablo on 19 Jul 2023
Agradecemos su evaluación Ersor, nos aporta información vital para poder ofrecerles a nuestros huéspedes, el mejor servicio posible, le deseamos un buen viaje y pronto regreso

2/10 Terrible

maria de jesus saucedo

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
Horrible sucio estuve 5 días y nunca me cambiaron la sábanas el cuarto me lo di dieron sucio con poop en el baño el basurero del baño lleno de papeles la tv nunca funcionó
Stayed 4 nights in Jun 2023
Response from Pablo on 24 Jun 2023
Agradecemos mucho su comentario María, su opinión nos interesa, dejo nota al equipo de limpieza, y al técnico por la tv, lamentamos los inconvenientes, estamos en permanente búsqueda de un mejor servicio.

4/10 Poor

Oscar

Disliked: Property conditions & facilities
Información engañosa, o no exacta,, desayuno completamente malo,, aire acondicionado inservible. No me hospedaría ahí otra vez
Stayed 7 nights in Jun 2023
Response from Pablo on 24 Jun 2023
Muchas gracias por su comentario, nos interesa su opinión, dejo el aviso al equipo técnico, sobre el aire acondicionado, estamos en permanente búsqueda de un mejor servicio.

6/10 Okay

Jesus

Travelled with partner
Liked: Staff & service
Disliked: Property conditions & facilities
Elevator not working, found a dead water bug, key to door was complicated to open, had a fridge.
Stayed 3 nights in Jun 2023
Response from Pablo on 24 Jun 2023
We greatly appreciate your comment, the technical team is aware of the failure of the elevator, and the door, we are constantly seeking improvements in our services.

8/10 Good

Jhonny

Stayed 3 nights in Jun 2023
Response from Pablo on 24 Jun 2023
Gracias por su evaluación Jhonny , valoramos su opinión, lo esperamos pronto, el equipo de Ilusion.