Santuario Playa

The only positive thing was a front desk employee who genuinely tried to help ( Jennifer). That’s it. The hotel is clearly misleading. What is shown in the booking photos does not match reality at all. We were placed in a room that looked nothing like the one we booked. On the day of arrival, we immediately asked for the room shown in the photos. The pictures showed a large bed in the living room, but there was no bed there at all. We were told that this room was under maintenance. At the same time, the hotel had a higher-category room available, but they refused to move us there unless we paid extra. They also refused to issue a refund. The condition of the room was terrible. Everything is old and worn out, and the bed linen had stains. There is no shower door, so it is impossible to shower properly — water spills everywhere, flooding the bathroom and the hallway. The floor becomes slippery and unsafe, and you have to mop the water just to reach the toilet. The “kitchen” exists in name only. There is a stove, but no usable kitchenware — only two glasses and two cups. Calling this a “room with a kitchen” makes no sense. The furniture is unsafe. There are protruding nails in the bedside tables, which can easily damage your belongings or cause injury. This is a safety issue, not a comfort issue. Breakfast is another story. It is served only until 9:00 a.m. and includes just eggs and pancakes. The children were given menus with pictures, but when they tried to order from them, they were told that everything shown was available for an extra charge.

Need more feel to the down stair area

Nothing Dirty

We liked our room with a living room, dining room and kitchenette. It was nice have a pool to be able to cool off.

Fabulous hotel - staff were so friendly and booked us a taxi multiple times when asked, location is one block away from the busy street of 5th avenue, offering a prime yet quiet location just a 5minute walk from the gorgeous beaches!!

​We stayed at the hotel for 12 days. Its location is ideal—just a short walk to the Mamitas beach and 5th Avenue, and conveniently close to the Mega Soriana store, there is also 7eleven next door. The rooms are spacious, providing ample comfort. Breakfast offerings are generous and flavorful, ensuring a satisfying start to each day. Small kitchen helped a lot when travelling with kids. During our stay, we encountered an issue with the shower drain. When we requested assistance, we were informed that a plumber would attend the next day; however, no one arrived during the remaining two days of our stay. Additionally, we suggest introducing two more breakfast options to enhance variety for guests.

The beds are horrible. I don't think there is any filling in the mattress. I had a horrible time trying to sleep on that bed. Other than that, everything else was excellent

The staff were nice but the rooms were just disappointing! I was tricked by the pictures and upon arrival to the room i realised i got scammed! The room was not clean. There was no kitchen equipment, the fridge didn't work, the bathroom was mouldy and dirty. Overall it was not worth it and could have stayed somewhere better with the same price.

Disappointed. We arrived to the hotel, which the first of all looks little suspicious with the sex shop right next door, but the main problem was the smell in the rooms (we travelled with kids) and the rooms were not that clean. So we asked for the refund (it was +- 1350 Usd, which is not cheap and also we had to book a new apartment for an extra - not small - cost) and nobody talked to us for 2 days. Then we received a message on Whats app if we can send a proof (not sure how to send a proof of bad smell). After 3 weeks of texting back and forth we have been offered a voucher for our next stay in the same hotel (absolutely not), in Mexico City, or Chiapas valid for 6 months, which is for us as europeans something we will never use. So I kept asking if I can speak with some higher manager of the company and been left on read. Really not nice nor professional, I’d not recommend the stay at all.

The beds are the worst. The springs from the mattress will poke you. The mattress looks new, but perhaps the worst quality sold. There's absolutely no padding in the mattress. I was unable to have a good night sleep my entire stay

Location was near the main avenue No lockers to store your backpack. No key for the rooms - anyone can enter the dorm room. I've stayed at numerous hostels and it's the first time I experienced not having lockers for storage and not having a key entrance for the room. I did not feel safe so I stayed somewhere else. They did not refund me.

The decorations in the lobby Warning this place is trash.. none of the staff speak English & it’s impossible to speak with the manger.. I was falsely accused of something because my privacy was invaded.. I have many safety concerns especially being that no one speaks English.. the cleaning lady was rude and nasty .. the place smells bad with a moldy mildew smell.. the showers are gross & the water splash’s everywhere it’s impossible to keep your hair dry while showering.. the lady that was staying in my room was messing around in my belongings I caught her on my camera but I couldn’t report her because no one speaks English.. my stay was horrible I wouldn’t recommend this place at all.. The air only comes on at night time & during the day it very hot and stinky.. definitely need remolding asap.. all the fisher are outdated which made it uncomfortable to cook anything..the staff will laugh in your face & speak Spanish thinking you don’t understand but I use google translate to only realize I was being talk about, very unprofessional.. They took pictures of my personal items & tried to extort me to pay a find which made my stay uncomfortable..The WiFi doesn’t work in the rooms & the pool chairs a dirty , you can’t sit on them they need to be cleaned & so is the pool i didnt use the pool because of these reasons..The buck bed are for kids you can’t even sit up without hitting your head , very uncomfortable..

Great location! Very helpful staff. They kept it clean during our week long stay. It’s a nice spacious apartment. Showers had good water pressure with hot water. The beds were very worn out and uncomfortable

The structure is old . During my stay nobody was in my room but me. For the female hostel you get your own bathroom and living room. The staff is very helpful but don't speak English. The position: bit far from the beach but close to the main street. Not hostel vibe

Perfect location, breakfast is good, with a coupon for restaurant next door, staff is very nice, cheap price for playa Bathroom door didn’t really close, smelled like mold in the bathroom

Very good

Staff are friendly One of the staff they didn’t knock the door before entering the room

Loved everything

I was very lucky and had the dorm to myself, the pool is excellent and staff is very helpful and friendly the cooker wasn't working and the breakfast was below basic