Expedia and Otonomus Hotel in Tulum did not provide the vacation experience we were promised. The website’s presentation of the hotel is misleading at best. I booked my stay through Expedia based on the descriptions, amenities, and representations shown in the listing for Otonomus Hotel in Tulum.
Unfortunately, the reality did not match what was advertised. The property, services, and/or amenities were not as described, and key details were either misrepresented or omitted.
THERE WAS NO OCEAN/SEA VIEW FROM ANY OF THE ROOMS. The desk clerk finally admitted that there is no “REAL” sea view from any of the rooms. They failed to mention that they are literally in the jungle.
They offer 1 towel per guest, and you are forced to purchase additional towels if needed.
They expect you to launder your linens and empty the trash as well. This is completely unacceptable. The sink and shower backed up.
Finally, it was noisy. We were next door to a construction site, and we were awakened daily to construction noise before 8am, and it continued well past 8 pm.
I relied on the accuracy of the listing when making my reservation, and the experience fell significantly short of what was promised.
As a major booking platform, Expedia has a responsibility to ensure that the properties it promotes are accurately represented. Allowing misleading information to remain on the site is unacceptable and negatively impacts customers who trust the platform when making travel decisions.
NEVER AGAIN