Hotel Caracol Isla Mujeres

Guests who stayed here loved

“Location to Main Street and ultramar docks. Small garden and cool plunge pool in shade from hot sun and loud streets. Main customer service people need training or need to change jobs. I am a Customer Service expert executive from a Fortune 500 company and if you have a boutique hotel you need to exude customer service given it doesn’t have amenities like 5 star larger hotel chains. It’s all about smiles and courtesy. I speak Spanish so the front desk shouldn’t discourage me when I’m trying to practice for over 17 yrs and other local Mexicans listen and try to communicate because I know enough to get by. I was not amused at their making fun of my Spanish which is supposed to be embraced as an honour when other cultures try to speak your local language. My friend wanted to leave her bag before she got on the ferry in my room and take a quick shower. Instead of stating clear strict rules they didn’t accommodate this even when it was just for an hour before her ferry. I would have paid $20 more but there wasn’t an option other than paying for another person overnight. This is what 5 star hotels do. None of the other boutique hotels do this. They accommodate to ensure repeat customers. When I asked a question the front desk said read the 1 page contract. If they know the answer there is a simple polite way of saying “yes there is a security deposit for the safe and it’s $X”. It takes less than 30 seconds and it’s baseline 101 customer service to communicate. If I wanted to interact with a paper then front desk should be an iPad and the owners would save money because the customers would not have to deal with bad entitled employees’ bad attitudes. Dogs barking should be noted in hotel description if this is normal.”

Esther · Jun 20, 2026