Naay Boutique Hotel Holbox

(SEE PICTURES) NAAY is a boutique hotel in the way that they offer a highly specialized product encompassing poor customer service, a complete lack of customer care and a half flooded hotel. Day 1: Arrived at 2pm with a group of 4. Front desk stated check in time was 3 pm. Waited for the front desk girl to finally put down her cell phone at 3:30pm to let us know we could use our rooms. Arrived to a room with no hand soap, a broken safe, a jammed open bathroom window, stained sheets and flooding behind our building. Wife and friends are not happy. Decided not to complain and attributed it to "Island life". Day 2: Room has not been cleaned. Advised the front desk that we would like our room cleaned. Front desk advised us to hang a "please clean our room card" on the door. This card is non existent, never provided to us (even after the complaint) and was not seen on any other door on the property. "Island life" is now out the broken window. Night 2: Arrived back at the hotel around 9pm. Both of our wrist bands no longer unlock the hotel room door. This took an hour for security to attempt to figure out. Eventually they gave up and gave us key cards. Day 3: Room still has not been cleaned. Spoke with the general manager Roberto on 3 separate occasions throughout the day to make sure someone could at least change towels, make the bed and take the trash out. Roberto advised me it would be cleaned in 30 minutes...this never happened. Night 3: Arrived back to a room that still has not been cleaned or even picked up. Went to the front desk and was given 2 trash bags, some towels and a roll of toilet paper. Was advised to clean our room and set it outside the hotel room door for staff to collect. Things to note: This hotel is at the furthest point from the town and is in a flood prone area. The back half of the hotel grounds were under water and all roads leading to the hotel were unwalkable due to waste deep water in placed. You will spend $400-$500 pesos each way on taxi's as they have to off road and traverse massive water crossings. 75% of the time the taxi's in town will refuse to take you to your hotel as they are concerned about getting stuck....we had 2 taxis sink and had to help them get out. $30 USD one way each time, glad I have off roading experience to assist in recovery. You are able to walk the beach to town. This takes 30 minutes and covers sand, rocks, jungle, barb wire and crossing private properties. I wouldn't stay here again if it was free. 2 stars were given due to SOME staff being very helpful. Shout out to Miguel at the front desk and the entire restaurant staff for being great.

I must admit, that my visit in Naay Boutique Hotel Holbox for my birthday was very nice till I have discovered on the ferry back home, that me and my friend were robbed in the hotel room. One of the hotel staff who filled mini bar in our room, has stolen 700USD from my wallet and 100USD from my friend’s wallet. Both wallets were kept safely in the suitcases in wardrobe. We were convinced, that such a situation in 5 stars hotel wouldn't be possible, but unfortunately it has happened in NAAY BOUTIQUE Hotel Holbox on 22nd of March this year. It is impossible to have staff in the hotel who steal money, who steal anything from the guest’s room. I have informed immediately the hotel management about this situation and I received message from the hotel management ....15 days later: "Hello, good morning, no refund or compensation applies because the chata reading has not shown any extra income to the room." Unfortunately someone from hotel management is lying. When we checked in, we decided to changed the room from grand floor to the second floor. In our new room, the mini bar was empty. So please explain to me, how possibly mini bar in my room which was empty while I arrived, few hours later was full?? Who did it? Probably the Holbox ghost, because according to hotel management, no one entered my room. They forgot about another accident as well, that during my visit the key system didn't work correctly, my key didn't work either and I had to ask receptionist to open my room with his master key....., but of course "the chata reading has not shown any extra income to the room". Lies, lies and lies. If general management of the hotel treats costumers this way, we can not expect any better behave from staff who just clean rooms or fulfill mini bars. Don’t you agree? This situation proves, that no one can feel SAFE in this hotel. What do we expect from vacations as tourists apart from sun and the nice beach? Safety and comfort. Unfortunately you don't find it in Naay Boutique Hotel Holbox.

Realy nice hotel. Considering coming back. Breakfast need to be better included- don’t like to choose an have to pay for more, better if the price was higher for the room. Really considering to come back. Nice food, nice and friendly employees. To many mosquitos, so remember to buy protection.

Our stay here was far from what we'd hoped for. Right off the bat, we hit a problem with the room keys not working, which meant we had to trek to the reception every single time we wanted to get into our room. They only fixed it on day 4, and offered a dry apology, but not anything to make up for the hassle. Also, heads up for smokers, you can’t smoke anywhere on the property. And yeah, that includes throwing away those IQOS heets in your room – we were totally taken aback by that rule (as we were not smoking in the room, just using the bins). The beach bar that everyone raves about? Closed because of a flood last month, but no one told us ahead of time. The beach had some sunbeds, but no one bothered to set them up or provide umbrellas, and forget about service. Speaking of service, it was pretty much a letdown at 3 out of 10, with hidden costs everywhere and only available by the pool. Oh, and getting our room cleaned was like pulling teeth – we had to ask multiple times for it to be done in the mornings. It felt like there was no effort to make our stay pleasant at all. To wrap it up, if you’re looking for a poolside holiday with sky-high Maldives prices and subpar service, this is your spot. But honestly, it’s just NOT worth it.

0 stars. I wanted to love this place because I picked the most expensive suite “The Royal Oceanview Barefoot Suite” and was told by the receptionist upon arrival that we were given the best suite in the entire hotel., which I was escorted about. As a very frequent traveler, I only keep to 5 star hotels to blog about and to avoid scams and the whole basket of other issues that can happen with other lower rated hotels especially while being in another country. However, there’s no perfect solution to avoiding issues and they can happen to anyone. This place however, is nowhere near a 5 star hotel and should not advertise as one. The “suite” was the smallest suite we’d stayed in during our 3 week trip staying in and reviewing 5 star resorts to blog about. Not a big issue there, however the ceilings had stains on them, the bed was extremely hard, the pillows were more like a very cheap down alternative then a true high quality 5 star feather down pillow. The walls on the balcony were filthy, covered in so much liquid and mud we couldn’t see through it to our view. Again, not the biggest issues, I only state these things for people looking for a certain quality standard if they’re trying to choose between this “5 star” and another. Our biggest issue, was the complete lack of service. Absolutely no service whatsoever. The place was dead when we arrived and had a few workers in the very large place. We had to call for help with a light that ended up being broken and it took them forever to come down, assess the issue and go get a new bulb. We waited so long for the new bulb we thought he left, and we were leaving for dinner so we called again with no answer. About an hour and a half later a man returns with a new lightbulb and we missed the dinner spot we were planning on checking out. We ended up having a pizza at Naays restaurant just to take the edge off before going to explore other options. The food was actually great! I would give the hotel a higher rating only because of their food and the amazing food serving staff. So good!! Best waiters! However, although the restaurant is very far away from the water (about 500 meters) and is lifted up off the beach on stakes while being nestled in its own private area, the flies were outrageous. Keeping in mind this is on Punta Cocoa where they’re none for mosquitoes this was no where near the water where the restaurant was and the place was infested with flies. Before we sat down there were flies covering every bit of our tables, from cutlery to plates and glasses, the cloth napkins we stained and the overall cleanliness and sanitary respect was disgraceful. They had a fan they could’ve ran to keep The flies away but couldn’t turn it on. Which didn’t make much sense. I stayed at the Ritz Carlton in the Virgin Islands, a true beach front property and had several dinners right on the water where the mosquitos Are probably even more viscous and did not encounter a single fly or mosquito during any of my mea

This resort is located on a beautiful beach with turquoise water. The resort is very new and our room had a very comfortable bed, excellent A/C. Service was awful. They definitely cater to nationals and if you are not a Mexican national you will get served last every time in a restaurant. Food is mediocre, found much better food at surrounding restaurants that are not far to walk/bike to. We were told by a wait staff person that the security guard often takes people out to see the bioluminescence that is close by. She told us to let the front desk clerk know we wanted to go out that evening. When we requested to be added to the list, the front desk clerk was extremely rude and said “that’s not possible for you”. Again, I guess because we aren’t nationals, we don’t get this “special” service. Told the same front desk clerk that our room refrigerator wasn’t working and it was never fixed. They give you only 4 small bottle waters and each additional water is $6 for a small 8oz bottle.we go to Mexico 1-2 times per year and given that the tap water is undrinkable, I have never been charged for drinking water at a Mexican resort. This place could really be spectacular if that fixed the attitudes of the employees and gave decent customer service without favoritism to nationals. We will be spending our American dollars elsewhere.

The management had promised to give me a refund due to a situation in our room that kept us in our room for over four hours! The day was shot!The manger said he would refund us a day due to what happened. I’m still waiting an my refund, it’s been 5 weeks!! Also, the resort is deserted, no service out on the beach, no lounge chairs, no umbrellas, no chairs absolutely nothing!. If you look at any of the photos online the resort looks gorgeous and the beach does too but very misleading! The staff at the restaurant were nice, that’s about it. Terrible location and really awful and dirty beach! DO NOT RECOMMEND!! If you go, stay clear of this place Naay Boutique (not!) Hotel!!

So…….my idea of a boutique hotel on a peaceful island was not met when we arrived at this hotel. Guns and roses were blaring from the speakers! Our room wasn’t ready as we were early……we were forced to pay for our stay, then decided to take a walk around. The place was dead/empty! The walk to the beach was filthy, as for beach loungers and chairs there was maybe 2 or 3, not really equipped for a fancy boutique hotel!!!!where do I begin with the food……..ordered a burger and a pizza, the burger came out cold and the pizza was quite clearly out of a box(frozen), and when I questioned the origin of the food I was just lied too and told it was made by hand this morning by the manager. We left the hotel at that point as I do not appreciate being lied too, especially when my expectation of a boutique hotel on an island would be a lot higher!we hadn’t even checked into the room as it wasn’t 3pm and asked for a refund. Absolutely no help whatsoever. Just didn’t care. I would strongly advise anybody going to this hotel to think twice. As for communication, we emailed, used instagram and quite frankly have just been ignored!DO NOT WASTE YOUR TIME OR MONEY HERE missold is an understatement

Arrived to loud rock music. Served cold frozen food. Totally missold. Broken furniture all the way along the beach which was filthy. Asked for a refund as this was not like the booking I had made and got told "take it up with *******". No effort at all to rectify how upset I was at the food and the state of the hotel. ******* wouldn't help and nor would they. Took over 2 weeks to get hold of a someone and wouldn't let me speak to a manager or anyone else. Terrible experience, went somewhere else.