8/10 Very good
24 October 2024
We Love This Place!
We have visited El Cid's properties in Puerto Morelos over a dozen times and have always had an enjoyable stay. During our last visit, my wife had a negative experience with a staff member at one of the restaurants, so I brought it up to hotel management. I had no expectations beyond them taking action. After spending that afternoon at the pool, we returned to our room to find a hand-written apology note, a small chocolate sculpture, and a bottle of champagne. They definitely listened to my concerns and went above and beyond to make sure my wife was smiling before we left. Bad interactions happen sometimes so I would not fault them for 1 in over 10 years, but I will give high praise for their response!
Jonathan
Jonathan, 4-night trip
Verified Hotels.com guest review