Casa Luz - 77310 Isla

Like

Next step to heaven ❤️

What a place to stay! Great breakfast, lovely view onto the sea and great terrace

This is a quiet and convivial refuge near the center of Holbox. I have enjoyed special attention from the whole staff for over a month. I am greatful I found Casa Sunshine!

See my other review. Despite reaching out to management, there has been no useful resolution. Beware, if the electricity stops on the island (which it does, regularly) this is the only hotel with no generator. You will have no water or electricity, and no one will be around to help.

TL;DR : no customer service, animal (rat?) living in the bathroom, uncomfortable bed, good location, horrible service. Long version: I cannot stress this enough: do NOT expect ANY customer service here. We got to the hotel and although we confirmed 3 times our arrival time there was no one there to greet us. Without the help of another guest, who had the wifi code we would have not been able to contact anyone. And this did not just happen to us, as we were also approached by a helpless guest who was trying to check in and was waiting for 40 minutes without being able to contact them. Worst of all, the electricity and water stopped working the last night that we were there (not on the whole island, just at the hotel. the nearby hotels had lights on and everything), and despite initially answering the phone and telling us that they will send someone over we did not hear back from them (despite calling repetitively and sending messages) until the next morning. Do note that the mariposa room is incredibly hot and stuffy and was unbearable to be in without aircon. Oh, and the mattress in that room is very soft. One of us slept a couple of nights on the sofa as it was more comfortable. To top it all off, there was some kind of animal living in the bathroom as we found droppings every morning there, and claw/chew marks on our soap. The outside mattresses on the deckchairs are dirty and moulding, no one cleaned them in the whole 4 days that we stayed. This was definitely overpriced. Apart from that, everything was fine, the room is cleaned daily. And the location is good. Maybe the neighbouring hotels (and there are many) have better customer service, because worst they cannot be.

Guests are welcomed here within an hour after arriving. We had a suite that was enormous and we would’ve been happy to share living space and kitchen with other guest as they had only the bedrooms. Kitchen is fully equipped. The internet did not work, but probably will be fixed soon. Beautifully decorated rooms.

Amazing property, I felt welcomed by the housekeeper Mari and the Manager Raquel. Breakfast is included which is great, although I did not use them the property has kayaks and paddle board. The location is also pretty good, within a walking distance from downtown and just by the sea. The bedroom was clean and it has all the necessary amenities. I stayed in Tucan room but next time I will book Mariposa room, it has an amazing view to the ocean and the sunsets from there look stunning! I will definitely will come back to Casa Luz in the future.