As far as the hotel goes, the room we were in was big, with two beds, a sofa, and a big deck. There are no lamps on the nightstands, not enough outlets, the tv didn't work, and no surfaces in the bathroom to put anything. They ran out of drinking water on the last two days of our stay, so plan ahead an get extra bottles for your room.
My main issue is with the interface between the Hotels.com platform and the hotel's system. My reservation was for $2368.
A charge was authorized to my card on 12/17/25 for $313.
At check-in, the hotel charged me in pesos, which came to $2658USD. They assured me the $313 was just an authorization, which appears to be the case, now that I'm home and can check my account.
After we had checked in, my daughter, who was on a different reservation, persisted, and they gave us all cash ($300 to me), so it all worked out.
Obviously, this is not how I want to do business. I expect to be charged the amount I agreed to on the Hotels.com reservation. If they're going to do a pre-auth only, that needs to be made clear before arrival.
This is the second time I've had an issue in Isla Mujeres with a Hotels.com/Expedia reservation, and it's the last time I'll be booking anything in Mexico on your platform.