I booked this hotel through Super.com
I booked this hotel through Super.com, correctly entering 2 adults and 2 minors (ages 10 and 15). Upon arrival at the hotel, I was charged an additional USD 330, allegedly for a “child to teenager adjustment,” claiming that my reservation did not include the 15-year-old teenager.
This issue was caused by the information handled by Super.com, so I accepted the charge at the hotel in order to check in and then proceed with the corresponding claim.
Since November 14, I requested an invoice for this charge. The hotel took more than a week to send it and issued it with a completely incorrect and misleading description, which was rejected as valid evidence during my claim process.
The most serious issue is that the hotel has refused for over a month to provide clear evidence of the reservation details they received from Super.com, despite multiple formal requests and emails. This information is essential, as Super.com and the hotel blame each other for the error.
Additionally, the invoice issued by the hotel contains a generic and unclear concept that does not accurately explain what service was charged. According to the hotel, they “cannot provide a more detailed description,” which is very concerning, as it prevents guests from properly justifying the charge to third parties and raises serious concerns about billing transparency.
I had to request assistance and conciliation with the Mexican tax authority (SAT) because the hotel claims they cannot cancel or correct the invoice, even though it does not reflect the real reason for the charge.
Incredibly, the hotel also states that it does not have any document proving whether my reservation included or excluded the 15-year-old teenager, despite the fact that they themselves applied the additional charge.
Because I did not receive a proper invoice nor the reservation evidence received by the hotel, I ultimately lost my claim, even though I paid the requested amount and clearly did not make any mistake when entering the ages.
⚠️ My recommendation:
Do not book this hotel. If an issue arises, the hotel does not provide support or clear evidence. Instead of helping the guest, they issue incorrect documentation that harms the customer and offer no solution.
As an additional note, if the beach is important to you, be aware that the hotel’s beach is severely eroded and in very poor condition.
I share this experience so other travelers can make an informed decision.