Aloft Cancun

Paulina Braun2/5 · 2026-03

Be very careful when booking! 
Being in hospitality myself, I know that booking via the direct website is better for the hotel, instead of booking through booking.com, as hotels pay between 13-20% fees to booking.com. 
So I usually book via the hotel website in order to do them that favor! 
Well, turns out the VERY FIRST website that pops up is a fraud website. 
So @ALOFT Sales department, I think you should pay google some money to show up as FIRST website instead of leading customer through some fraud website. 
I was shown a rate of 109 Dollars per night, which I booked. 
As I continued to the payment process, I authorized 109x3 (as we stayed for three nights) plus a tax recovery charge of 93 dollars. However, once the payment was authorized and payment went through, my banks instant notification shows me a paid amount of US$566.93. I received the confirmation of the booking only hours after booking AND PAYING! 
Only in the confirmation email, that I have received 5 hours after booking, a service fee of 145 dollars is stated. I have never authorized that amount. This is an absolute rip off! 
I mentioned this at reception, still believing that I actually booked through their website. 
The only thing they said is that I have to contact the agency and they can’t to anything. 
What kind of customer service is this?! it was very rude, they basically didn’t care at all about our issue. They should at least care for their customers. 
With 145 dollars more we could have booked a way nicer hotel, and next time we will. 
There was dark random HAIR all over the place (shower, sink and bed!!!), it was so dirty and disgusting. 
The smell in the hallways is nasty, I cannot even describe it. 
We had an open bar included, which is ridiculous, because it’s nowhere stated in any booking and we didn’t even want that. 
Drinks are from plastic bottles that give massive headaches. 
The roof top bar is the poorest thing we’ve ever seen. The roof top itself is gigantic while there are not tables whatsoever, we counted 9 chairs and 11 “sunbeams”. It’s very poor. The pictures that you see on google are not at all what it’s like. The only nice thing was the guy making the drinks on the rooftop, he is absolutely great. And the concierge who we booked a tour through, Alejandro.

Rodrigo Andrade Monks1/5 · 2026-05

Me senti roubado nesse hotel! E pelo que se pode ver nas outras avaliações não é a primeira vez que isso acontece! Tentaram me aplicar uma multa de 500 dólares dizendo que tinham indícios que eu teria fumado no quarto, quando perguntei quais indícios não souberam me dizer e também não tinham como provar, me recusei a pagar a multa e acabaram não me devolvendo os 100 dólares do depósito. Ou seja, me roubaram 100 dólares inventando essa história! Não tem como recomendar um estabelecimento desonesto!

Dee Brock2/5 · 2026-01

The location is good, but the experience did not match the price. We were given two complimentary bottles of water upon arrival, but afterward were required to pay for water—even though the resort advertises an open bar. The upstairs pool area was closed with no prior notice. Additionally, while the room has a smart TV, streaming services are disabled, leaving only local channels available. My view from my balcony is a guess a landfill because it’s filled with trash. For the amount charged, I would expect complimentary water, access to advertised amenities, and the ability to stream content. You can’t really control the view. The most disappointing part was the attitude of one employee, who made it clear that these issues were “not his problem” and showed no interest in helping. Definitely wouldn’t recommend this hotel.

Hiqu1/5 · 2026-03

AVOID!!! This hotel charges you additional money using the $100 deposit they make you give in the beginning. When you leave they try to charge you extra costs like micro stains even if you did not do it. They detect every single detail they can find to get more money out of you. Be prepared for them to take your $100. Front desk people are also incredibly rude especially Mario and the general manager Maria. Also, if you do happen to book this hotel and don’t mind getting overcharged, bring your own shampoo and conditioner because it makes your hair feel absolutely terrible. Service in the hotel is also terrible. Avoid. Definitely avoid.

Alejandro Pulido1/5 · 2026-04

My experience at the Aloft Cancun was not just disappointing—it was deeply disturbing and, frankly, unacceptable. I stayed there on February 27, expecting a standard level of safety and professionalism. Instead, I was attacked multiple times by the same individual—once in the hotel hallway and again in the driveway. This wasn’t a minor incident; it was serious, frightening, and something no guest should ever have to endure. What makes this situation far worse is how the hotel handled it afterward. When I attempted to file a police report to protect myself and pursue justice, I asked hotel management for access to their surveillance footage from the hallway and driveway—clear, critical evidence that could support my case. They refused. Despite acknowledging that cameras were present, management hid behind “hotel policy” and declined to provide anything that could help identify or hold my attacker accountable. The message was loud and clear: protecting their image mattered more than protecting their guests. Because of their refusal to cooperate, the person who attacked me walked away without consequences, while I’m left dealing with the aftermath—physically, emotionally, and legally. Yes, the rooms are clean. Yes, you’ll get plenty of towels. But none of that matters when your basic safety is treated as optional, and when the hotel won’t stand by you in a moment of crisis. If your safety—and the assurance that a hotel will support you if something goes wrong—matters to you, think very carefully before staying here.

Mariah Gonzalez5/5 · 2026-01

Mario, Haydi, Amir, and Taina. You guys are all beautiful people and actually made my already great experience even better. Listen, for those balling on a budget this is THE BEST it actually will ever get in Cancun. This place is SO CLEAN, the lobby smells like a dream and is TRULY a beautiful hotel. You get a rooftop, you’re right next to all the clubs, restaurants I’m telling you this is the absolute best bang for your buck. Aloft you guys were SO GOOD to my husband and I thank you so much God bless you all in Jesus name! 🙏🏽🩷