Staff was very kind when we needed information or help.Comment of M. Derli , United States the 2016-11-12
"WORST ALL INCLUSIVE EVER"
Arrived @ 130pm Front Desk Staff Rude!!! Lobby Area Hot and Stuffy... one Restaurant and a breakfast bar ran out of meat each day I was there .... Best service outside wait staff.... Check in 3:00 room we booked not available ! ready to go to room, sorry ma'am elevator out of order... So I tell manager with his smart mouth that I just had knee surgery and walking up those stairs would not be healthy if I could use their staff elevator which of course he denied me... So I spent 90% of my vacation stuck in a room with no AC.. DON'T DO IT!!!!¡
I just came back from this hotel last week, I should have gone to another hotel. The good- breakfast was decent, and the staff was friendly! The section of the beach was beautiful! The bad-when we first check in our room which was facing constructing and had no view, we booked a junior suite with a view, it was terrible! Not only was our view a (oh and construction started at 7am!) awful, the ac and the fan did not work in our room. We did get an upgrade for a fee, which was much better but our door key did not work, and come to find out the door key device was broken. Some things to keep in mind if you wish to stay here: -They do not accept any cash ! They only accept credit cards! -The pool closes at 8PM. -The pool bar closes at 10PM -They do not allow any outside food and drinks! Was told they do room checks just to make sure you don't bring anything in. (Did not stay all inclusive). -The hotel has potential but the owners should consider making some drastic changes if they want to compete with other hotels. Long story short should have stay at another hotel ( some family that stayed there moved to a better hotel).
"The good, the bad, and the not so pretty!"
I booked three nights at the NYX Cancun for my wife and me while completing dental exams with a local dentist. This is a prerequisite to extensive dental surgery at the same dental practice. Note that dentistry is much cheaper in Mexico compared to the United States. My procedures will require two following trips with up to 21 additional nights’ accommodations needed in Cancun. This initial short trip was intended to help gain a level of comfort with…the dental clinic, traveling to Cancun, and the hotel. Finding the right hotel to stay in a foreign country after having surgery is of great concern. Too, I have to consider the comfort and safely of my wife during my “down time”. I want this review to be objective, and independent of other negative experiences in Cancun (Immigrations completely disorganized – 2 hrs. wait time). Also, I don’t want my nice experience with the dental clinic to influence my review in a positive way. I will attempt to leave out some of my personal dislikes such as noise (no, I do not like music permeating into my room at night while I’m trying to rest). It is my desire that the information provided herein will not only be helpful to my fellow traveler, but also it will be useful to hotel management to correct some serious problems. If I should notice improving reviews of this hotel in the future, I’ll feel that I have served a useful purpose. THE GOOD The outside architecture, pool area, beach café, and lobby are attractive. The beach and surrounding areas are beautiful. Our Balcony was nice. Certainly not all, but some of the hotel personnel are hospitable. The front desk, housekeeping, bell services, and restaurant servers were helpful…most of the time. “Jimmy”, who took our bags to the room, was a stand out. We had several favorable encounters with him, and he always gave us the impression that he was happy that we were there. This was reassuring to us. He always spoke when he noticed us and always willing to help. When we told him that we didn’t care for the evening dinner menu at the hotel, he offered suggestions…it turned out great. He seems to like his job and working in the hospitality industry. He is definitely a keeper! Much of the staff could learn from his attitude. THE BAD One of the reasons we chose the NYX is because of the description of the “Master Suite Room”. We understood that we were getting a second bath or half bath. This is not that uncommon---we’ve had two toilets before at other hotels. The online description states: ”…private bathroom with shower, restroom and a private balcony…” It’s not that big of a deal. I guess I just misunderstood or there is just something lost in the translation. It would be interesting to know what is meant by “restroom”. It goes downhill quickly from here. The general appearance of the room, (Master Suite), was not as I thought it would be. It was acceptable, but less than what most of us would expect from a resort hotel. The bedding and mattress was useable but sub-standard. Not to be compared with “Sweet Sleeper Bedding” from a Sheraton or Westin. Even before I entered the bathroom, I noticed the stench of a sewer (PEW!). Plain and simple the bathroom stank and the smell spilled out into the bedroom. When I first entered the room, I noticed water on the floor and though the worst---this is raw sewage#!@%. It turned out this was just water from where the bathroom was mopped. The smell was from the toilet. I’m guessing that some very unpotable and very unholy water is used for flushing''' Any way you slice it---it stinks! When turning in for the night (came in from the balcony to avoid the music), we noticed there was no lock on the door to the balcony (really gave a nice feeling of safety). Note that it was very difficult to unlock the front door with the key cards. It would take several tries to get in. This was especially disgusting standing in the pouring down rain. Our next door neighbor was also having problems with the front door lock. Our last experience, the morning we left, we tried for about 30 minutes with no success. We had to make two trips to the front desk to finally get “security” to let us in. Even he had problems. To add insult to the injury, there are NO working elevators. The extra exercise was probably good for me up to a point. My 70 year-old knees get sore after a while. The front desk kept our card keys the last morning so one of us had to stay in the room for the duration. I was just glad that we didn’t miss our flight because of this. There’s more! The TVs (at least the two we had), do not function. The antenna (yes antenna) signal appears to be analog and we could not pick up a good signal on any channel. This is way behind the times. I don’t watch that much TV in a hotel. But I do like to keep up with the news and sometimes view one or two favorite programs. This would be more important during my recuperation from surgery. My best use of a hotel TV is when the noise is bad. I turn it up a little to drown out other noise…defensive purposes only! There does appear to be a good satellite signal in the lobby where many people congregate to watch the soccer games. Guess that’s the only game in town. There is a coffee maker but no coffee. If I bought coffee at a store, I couldn’t bring it in to my room. See hotel policy below, under “THE NOT SO PRETTY”, concerning bringing in food and drink from the outside. I’m not sure I’d feel safe to use the coffee maker anyway after the sewer smell problem. There are not enough towels/hand towels/wash clothes. I’m thinking that water must really come at a premium. I’m grateful that they will permit you to buy water downstairs at their in-hotel store. THE NOT SO PRETTY If the above is not bad enough, security is constantly watching you! I felt that someone was always watching what I was doing…waiting for me to make a mistake. This really gives me a creepy feeling. I found this to be true in many places in Cancun. It is nice to know that there is security protecting you. But, it is also a little unnerving when you realize that there must be some real danger and/or you personally are being targeted by the bad guys and by security. The one thing that I will always remember about this property is that my wife and I were stopped in the lobby and our food and beverage that we bought across the street was confiscated and held. I was escorted to the front desk where I was advised that I signed an agreement not to bring food or drinks into the hotel. That may be true, but I never received any copy of hotel regulations, welcome letter, or any other information---just two key cards that don’t work most of the time. The no outside food regulation has to be one of the most ridiculous things I’ve heard in a long time. After my surgery, I’ll be limited to soft foods like mashed potatoes, pudding, ice cream, etc. I guess in addition to not being allowed to sometimes enjoy a snack or beverage on your beautiful balcony, special needs are disregarded. This is totally, totally unacceptable. I looked through a back room window and noticed several bags of various types of food being “held” (including mine). It really got to me when I realized that there was what appeared to be some “baby cereal” in one of the confiscated bags. In my book, this comes under the heading of not only NOT Pretty, but downright UGLY!!! Recommendations to my fellow travelers: Although this property may be suitable for some individuals…to include the younger people who don’t know any better, or maybe someone just wanting a relatively inexpensive place to lay their head, it is NOT prime time. I could not conscientiously recommend this hotel to anyone. I would not stay here again myself even if it was free. I’ve been comfortable in many less expensive properties with few amenities…but I am not comfortable here. This may be the worst hotel experience I’ve had in my 70+ years of life. We were really happy when we left the property. I truly hope that NYX is not representative of all hotels in Cancun!
"Thoughtful and lovely staff! "
Fantastic service on all accounts. After our existing accommodation cancelling on us at check in we were sent to Nyx last minute. The reception manager could clearly see the despair on our faces and upgraded our room. Chianti restaurant is delicious, some of the best service we have had while away!
Oh boy, where do I start....we arrived Saturday at 10am, was told that check in time was at 3pm. Okay, we stored our luggage, headed out to the beach then some lunch. 3pm, we headed back to retrieve our keys only to find out from housekeeping that the room has been empty since Friday. Hmmmm okay (strike one). We enter the air canada "supersaver" rooms to a musty smell. The windows don't open, you are in a dungeon. Sunday morning went uneventful. Monday at 4am I go to bathroom only to nearly slip & slide. There was pool of water on the floor, seeping in from the walls, the ceiling due to heavy rain. At 430 am I go to front desk & asked to be moved, I was told that front desk needs a mgrs approval, he will be here at 830am. I started packing. My bags were picked up at 7am. I hung out at the lobby. It is now 930am, no manager. I went to my old room to rest there instead....the room has been stripped. Back to the lobby. 1030am I spoke to Nadia the concierge & got a promise to make it right. 130pm the manager Mario was at the check in desk & I immediately approached him regarding my problem. To his credit, he did check the system & got me a room. Tower 6 at the top floor...no elevator. After 10 hrs of waiting I trudged up the stairs. Tuesday morning, we checked out of the hotel, I can only take 3 days of the 7day all-inclusive package. We booked elsewhere Of note, Erik the bellboy is a superstar
Credit cards accepted by the hotel: American Express - Visa - MasterCard
Check-in: 3:00 PM , Check-out: 12:00 PM