Mia Reef Isla Mujeres

Lizbeth V1/5 · 2026-07

Do NOT stay in this hotel. We paid approximately $2,000 USD for a three-night stay for our family, but we left after only a few hours because of the condition of this hotel. From the moment we arrived, we found visible mold in our room, including the bedroom ceiling and the bathroom. The hotel also showed extensive deterioration throughout the property: oxidized fixtures, peeling and damaged wood, ripped towels, and common areas that were poorly maintained. Although Mía Reef is located in a bird sanctuary, the bird droppings and odor throughout many of the exterior walkways and common areas were overwhelming. The level of cleanliness and maintenance was completely unacceptable for a hotel that displays excellent review and charges premium rates. The most concerning part was the food. The tortillas served with our tacos had visible mold on them. At that point, we completely lost confidence in the hotel's food safety and hygiene standards and chose not to eat there. Instead of enjoying the first day of our vacation, we spent hours documenting the conditions, speaking with management, contacting American Express, and finding another hotel for my family. That is time we will never get back. I want to acknowledge Ricardo from Reservations, who initially met with us and informed us that our refund request would be sent to the Accounting department for review. However, our concern was never just the room it was the overall condition, hygiene, and safety of the property. The offers of a room change, upgraded wristbands, a villa the following day, and a future stay voucher did not address those concerns. We left the hotel that same evening because we did not feel comfortable staying. It has now been over a week, and despite following up, I have received no meaningful update other than that "Accounting is looking into it." To date, we have not received a resolution regarding our approximately $2,000 payment and have had to dispute the charge through American Express. This hotel is not representative of the premium experience its pricing and marketing promises. Based on our experience, I cannot recommend it. If you're considering staying in Isla Mujeres, I would strongly recommend looking at other nearby hotels. We relocated to another property at a substantially lower price that was cleaner, better maintained, better service and did not have the sargassum issues we also encountered here.

angel puentes1/5 · 2026-06

Villas sobrevaloradas, hotel muy desmejorado y mala relación calidad-precio Reservamos una de las villas del Mia Reef Isla Mujeres, que supuestamente son de las opciones más cómodas y de mayor precio del hotel, pero la experiencia fue totalmente decepcionante. Las villas no cumplen con la expectativa que generan las fotos ni con el costo que se paga. El hotel se ve muy desmejorado, con falta de mantenimiento y una limpieza muy deficiente. Las áreas exteriores estaban sucias y con mucho excremento de aves, algo muy desagradable, especialmente viajando con niños y adultos mayores. La limpieza de las habitaciones también dejó mucho que desear. Para el precio que cobran, uno espera comodidad, higiene y una experiencia de mejor nivel, pero no fue el caso. El buffet fue otra gran decepción: poca variedad, baja calidad y nada especial. En general, la comida no corresponde con lo que uno esperaría de un hotel todo incluido en esa categoría. La ubicación puede ser bonita, pero eso no compensa el mal estado del hotel, la falta de limpieza, la baja calidad de la comida y lo sobrevalorado que está el lugar. Honestamente, cualquier Airbnb bien ubicado en Isla Mujeres puede ofrecer una experiencia mucho más cómoda, limpia y agradable. No lo recomendaría, especialmente para familias. El hotel ha bajado muchísimo su calidad y no vale lo que cobran. Definitivamente no volveríamos.

Ograma Suscripciones1/5 · 2026-08

Antes de llegar nos ofrecieron un supuesto upgrade porque la habitación reservada no era apta para niños. Aceptamos el cambio $7,200 por noche y nos asignaron una habitación con una sola cama para 2 adultos y 2 niños, algo totalmente inadecuado. Además, la habitación estaba en una zona con condiciones insalubres, rodeada de excremento de aves. Solicitamos ser reubicados desde el primer momento, pero el hotel no ofreció una solución adecuada, por lo que tuvimos que buscar otro hospedaje. Recibimos una atención deficiente por parte del call center, con poca capacidad de respuesta y seguimiento. Nos sentimos engañados por la forma en que se manejó el supuesto upgrade y decepcionados por la falta de apoyo. Al día de hoy no hemos recibido la carta que les solicitamos de reembolso. O los motivos por los cuales se niegan a reembolsar. _____ Como respuesta a sus comentarios. Ustedes tienen nuestros datos, nuestro teléfono, domicilio, copias de INE si hubieran deseado reembolsarnos lo hubieran hecho en el momento que se solicitó. Quedamos atentos a su respuesta.

DMD1/5 · 2026-07

I tried to communicate with the hotel privately three times and they haven’t responded: The experience did not come close to matching the five-star standard the property markets: Odor and Beach Conditions Upon arrival, we were met with an overwhelming smell from rotting seaweed piled directly at the entrance of the property and along the beach. I recognize seaweed is outside your control, but allowing it to accumulate at the entrance and beach for the duration of a four-night stay is not. The pile was still being cleared as late as our departure on Saturday, and the odor was strong enough to make me physically ill. As a result, we avoided your beach entirely and paid to spend every day at a different one. Staff Service and Communication With the exception of two front desk employees, staff throughout the resort were unhelpful and visibly annoyed by basic requests, such as asking for towels or restaurant hours. Beyond the attitude, communication was a significant and recurring problem. A resort at this price point and star rating should have staff who are trained and able to communicate clearly with guests in English. Instead, most interactions were met with one-word answers or a claimed inability to understand, which made even routine requests frustrating and, at times, impossible to resolve. This is a basic service standard, and it was not met. Property Cleanliness Bird droppings covered railings, benches, and pool lounge chairs throughout the resort for the entire stay, with no evidence of daily cleaning. Common areas were frequently unusable as a result. This is a routine maintenance issue with a straightforward fix. Room Conditions We were forced to change rooms during our stay. The first room had a strong chemical odor combined with a separate underlying stench, was missing furniture, and was visibly dirty — conditions that made sleep nearly impossible. After I raised this with the front desk and requested a different room and floor, the second room was only marginally better: the odor persisted and the room was still not clean. The towels, bedding, and curtains — the curtains showing visible mold and staining — were well below any reasonable five-star standard. Dining Costs Food and beverage pricing was high relative to what was offered, with dinner limited to a buffet rather than the variety expected at a comparable five-star resort. And only one type of beer? Health Impact Both my fiancé and I returned home ill, which we believe is directly connected to the air quality issues detailed above, including the seaweed odor and the chemical smell in our room. The conditions I've outlined, and the attached photos, make clear that this stay did not reflect the property advertised online

Ángel Gutiérrez5/5 · 2026-06

Todo muy bien, Kim, Jany y Naomi nos hicieron sentir bastante cómodos y animados en las actividades que otorgaba el hotel, lo recomiendo muchísimo. En cuanto al hotel como habitaciones todo está bien excepto la limpieza del sargazo y algunos pasillos hacia las villas, las gaviotas que tienen al fondo hace que el lugar sea contaminado por el olor y el ruido que hacen por las noches. El servicio de alimentos muy buena calidad aunque me gustaría que extendieran su barra de alimentos 24hrs y que hubiera más variedad, la ubicación de la playa en la punta norte es excelente. Muy bonita experiencia familiar.

Věra Strapka5/5 · 2021-03

Úžasné , boží , ráj na zemi 🌞🧡