Xaha Villas Suites & Golf Resort

A stay that could have been perfect but... When we arrived, there was no one at the reception or anywhere else. After waiting, we found on the counter a paper with our name with the name of our room and then found it, with the key on the door... ("hotel" with 6 rooms) The room is very beautiful and very spacious, with a balcony overlooking the pool. Equipped with a TV and a fridge. It was only when we wanted to go out to eat that we came across a lady who only spoke Spanish... we didn't see anyone else during our entire stay except the night concierge who also only spoke Spanish... When we returned, the guard at the barrier at the entrance to the residences asked us for a QR code to get in, which the lady hadn't given us... We learned that apparently security doesn't know how to generate QR codes except she wasn't aware of the problem (?!) So every evening, we had to explain to the various guards that we didn't have a QR code, show the Xaha reservation, they took a photo of our passports and the car's license plate! The rooms are cleaned every day but we found at least one surprise guest every day: cucaratcha, spider or scorpion! And the shower drain was almost completely blocked... The pool could do with more regular cleaning, as could the (shared?) kitchen which isn't very fresh. The lock on the bay window of our room was broken, so we never knew how to close our room completely when we were away. The worst was still the day of our departure: the day before we took the trouble to ask by Whatsapp what time the check out was since we had seen no one during our entire stay! We were told noon. On the day, at noon, no one at the reception! We called the 2 Whatsapp numbers that we had, went to the other hotel that is managed with the xaha and we even asked the guard at the barrier if he could reach someone for us! We would have left like that but the lady from the first day had 2000 pesos of deposit to give us back. Fortunately we had asked to get our passport back because basically, it was him who acted as a deposit! And without a passport, no plane! Fortunately also that our flight "only" at 9 p.m. because otherwise we would have missed it!! I finally stopped the lady outside at 1:15pm and she told us she didn't know we were told to check out at noon! She barely apologized, she was almost laughing. So we didn't manage to go eat in Akumal as planned before heading to Cancun. In short, I totally advise against this "hotel" which is extremely poorly managed!! I don't understand how it is so well rated! Too bad because it is very beautiful and very quiet.