Mystique Holbox by Royalton, A Tribute Portfolio Resort - 77310 Holbox

We stayed for 4 nights. To start with the good things: 1. The front office staff is so devotional and helpful, friendly and fast. They help u with every problem and are very professional. For me, the front office staff is the heart of this hotel. 2. The rooms are quite modern, though u get the impression that the pics on the internet are quite well photoshopped. 3. The hotel is straight on the beach 4. The roomcleaning is very good, the rooms are clean from edge to edge. Now the less good things: 1. The hotel is outside the city center, takes u roughly 15 min by feet 2. There are no standards- out of 4 nights we had a turn down service once -> why not twice or 4 times? 3. The "beach bar" is a boring and poshy restaurant and massive overpriced- close to be a scam. This is not a restaurant for a beach, perhaps they see themselves in Manhattan. 4. The worst is the beach itself. The Sunbeds are so close to each other like sardines packed in a tin. This has nothing to do with luxury, this is like the worst all-in resort u might imagine. At least, whoever is looking for some privacy (if even only a distance of 50 cm) will not find it here. This is really unbearable for such a hotel and needs to be changed as fast as possible. To sum up, the best is the front office staff, the rest isn't worth the money.

We visited the island with my husband during January and the experience at the hotel was absolutely disappointing. It is technically a 5 stars hotel but we it doesn’t deserve more than 3. - The staff at the front desk are super disorganised and not at the level of a hotel of this category. Just a little example: at the check in they gave us the keys of our rooms and we went alone to look for it… no explanation of the services of the hotel, nothing… - They made us pay a deposit in cash of 400usd that was not mentioned at all when we booked. They gave it back on our check out but it was weird. - The beach club is absolutely disappointing. All the sun-beds are less than 20cm from each other. You will feel like a Sardinia. Also the day we arrived there was a group of people (not guests) that were playing their own music super loud and screaming and nobody said anything! We had to complaint twice. - The restaurant Fresco is super average and expensive. Don’t waste your time here. There are better options in the island. - They charged us a bill from another room that we needed to check and go to complain about. Really disorganised again… we lost 15 mins trying to explain the bill was not ours until they realised the charge was made by a room that checked out the week before! - One day they forgot to do our room and to change our towels. We needed to call to the reception to ask for them and they came 30 mins after. - Something super weird: one afternoon we were in the room and a guy came to control the stock of the mini bar. We said we were resting and he insisted on passing to check anyway! In the end we let him pass because he “couldn’t come later and it was extremely necessary” but it was VERY uncomfortable having a guy checking the mini bar for 10 mins just next to our bed. - The quality of the bed, pillows, bedsheets are not at the level of a 5 stars hotel but we can understand it is an island… - The pool they have is nothing but normal. Small, no sun during the day and you can barely see the sea. - Considering the price you pay they don’t offer any breakfast at all. - Cleaning was ok overall. Our mistake: we filtered by 5 stars when we were looking for accommodation in Holbox thinking that this would be guarantee of a pleasant holidays. Don’t look for 5. All the 4 stars in the island are absolutely much better and so as their beach clubs!! Just take a look at reviews and pictures and you will see. Also, more or less at the same price they even include the breakfast. Oh! don’t take the rooms with the private pool. It is a lie! There is no privacy and also your amazing view is of the back of the restaurant! We won’t come back for sure. An experience to forget.

From the minute we got there, there wasn't anyone to greet us. When someone showed up, I heard him say to one of the other front desk people to get us a welcome drink. I heard that guy say, I don't have anything here now, so they both ignored it. There was no acknowledgement of marriot bonvoy status. They charged almost 20% exchange fee and then did't give us a receipt for it. We are still waiting for that receipt. There is non stop construction outside our bedroom window and that was not disclosed on the website. Our room faxes the construction wall and not the pool view that was promised when we made the reservation. WE waited 40 minutes for service at the hotel bar. WE had to seat ourselves finally and request service. The noise going on all day long is loud and obnoxious. The shower barely trickles out and is not very hot. When we arrived it was raining quite hard, there was 6 inches of water in the hall way to our room. The tv hasn't worked the entire time we've been here so far. Day 3. Internet is very poor. Full disclosure, we are not the young college student. We expected more of a luxury attitude and this is NOT THE PLACE FOR THAT.

Their beach front is nice. Their drinks are so-so, no coconuts, no maracuja and way too much ice in the drinks. What bothered us most though was their music is like 10 years old and we I asked whether they could change it or offered they could put one of our playlists, they refused. In the beginning they had really calm mystic music though (matching the name of the hotel), which we liked exactly because all other beach fronts have the loud and old music…

Perfect location, quiet yet very accessible to the center of town. Friendly service and nice rooms. Food is good, but not amazing, but not a big deal because there are restaurants everywhere, including elsewhere on the beach.

A couple stayed here for a week in December. Would definitely not return and recommend avoiding this hotel. Holbox is amazing though, I’ve been several times before so I understand that the island does have some challenges in running a hotel… I’m Bonvoy titanium elite but do not expect much benefit or recognition, in fact I felt the reception team actively sought not to provide any member value. Reception staff lied, were rude and ignored requests - they actually downgraded our room and then said it was our fault. Communication before, during and after this stay was awful - no concept of customer service. Even a (very late) conversation with management showed little interest in addressing the problems. Rooms are basic, definitely not junior suites as there isn’t even a separation between bed and washroom! No room for storage and even basic things like a luggage rack weren’t there. Very annoying bright lights on the balcony that you can’t control…. Cleaning was sporadic at best, sometimes they’d come, sometimes not. Inclusive breakfast is small and basic, everything is an upsell. The beach club is a huge disappointment. As several other reviews have said, you’re packed in like sardines and yet they’re STILL selling day passes to non-guests! Several days hotel guests were unable to find loungers. The private teepees are ridiculous as they are very expensive and seldom used but take up a good portion of the beach. Beach staff ignored us and we’re just interested in the day guests. It felt as if the beach operated as an entirely separate commercial enterprise and not an amenity for the hotel. Overall, very little positive to say about this place other than the location was perfect for us. A quieter part of the beach but about 10-15 min walk into town, so best of both worlds. Communication should be an easy thing to get right and this hotel is a master class in what not to do, as another recent reviewer said, ‘an experience best forgotten’…

We had a great time at this hotel. The hotel and rooms are very clean and beds are so comfortable. The staff are all very nice and go out of their way to help you. Generally, people on this island are all very kind and friendly. The location is perfect, near town and on a great part of the beach. The only issue is the food and drinks are not as good here, but that gave us a reason to explore other great local places.

I’ll be honest these one star reviews seem like some superficial jerks who probably couldn’t afford an all inclusive resort. I’m titanium elite and was very happy with my stay. However I my needs are simple, and I guess I’m more realistic? And down to earth?? And I’m not saying that for my own ego. My welcome was quiet , I was not expecting some extravagant mariachi band to welcome me , I quickly got my room. Which was lovely. Someone they had a complex because the beds and washroom were not separated? I call that intimate, maybe I would not recommend this location for family, if anything. Breakfast was delicious, and I could build my own omelette. There were always beach beds available. The staff let us know throughout the day they get busy , which is understandable. As for the staff, kindness goes a long way, the staff were very attentive to our needs, my guest has food allergies and we had no reason to feel as if those needs were not met. Lots of conversations with the beach staff and the restaurant staff as well. Overall a great experience