Hotel Eleven by BFH

This is not a hotel. No actual reception. Not even a sign identifying the property on exterior. And the payment process is a joke not standard payment methods accepted in hospitality industry. Do not consider booking this properly.

Location

Everything was lie/ they didn't change towels everyday and tried to charge for the a damaged towel that we didn't do. Staff no english tv didn't work

Location of the place is good around 10 streets from the center of the action of playa del carmen, but is okay, you will have supermarket, pharmacy and good restaurants to eat from cheap to high prices, the comfort of the rooms very good, and no noise around was the best is a bit far from the main streets of 5th ave, but you can move in combis or vans for few money.

No lobby open 24h, the option we pay was with breakfast included and was only bread and coffee if you want egg or jam need to pay for it, we where very disappointed about that, also that the breakfast you need to walk around 20 minutes to reach the place for take the "breakfast", also since day 1 our bathroom was having issues with the water tank, and they come next day to resolve it, low pressure on the shower always, (we where in floor 3) they resolve this issue next day, but we get uncomfortable on this situation.

The Location was great everything was within walking distance. The host was very helpful with guidance of instructions to info about the activities we were interested in doing.

Had to mention 3days back to back the bathroom was not cleaned although every day housekeeping came to clean it. Upon returning I still found hairs through out the shower. The bed was very hard. The apartment needs some up keeping to get it into a modern state. You have to walk to her next location for the breakfast which is included and once you arrived your only offered toast, coffee, water. For the distance of walk they could simply serve 2 eggs with the breakfast.

Best to avoid this hotel.

The bed is not comfy. Owner is unavailable after 7:30pm and takes no responsibility even if your room is flooding. After the sink, the shower broke and we spent 2 days without shower nor towels (because we had to use ours to sponge the flooded floor - also we had to find a plumber ourselves at 8pm and spent 2 hours doing this.) The description of the room is false on so many points (breakfast is served in an other place, the only view you have from the room is above a squat, no cleaning everyday - we had to ask for it even though you must throw your paper toilet in a bin (i have no problem with that but at least change the bin everyday please as we paid for that), ...) We've also been informed that our room (23) is supposed to be the best of the hotel, apparently the other ones don't have good wifi and the installations are apparently even worst (words of the manager when we asked to get a room with proper installation). I could keep going but I think it s already pretty clear we didn't have what we paid for...

Location was perfect for us. Nice room ,good bed. Jessica was great. She was always available and made check-in easy. Excellent value for money. Easy access to colectivos, groceries and restaurants.

We were very happy with our decision to stay at this hotel. No complaints.

Staff were helpful and patient. Large king bed with a very firm mattress. Good air-conditioning and hot shower. Nice rooftop pool.

No lock on patio door and it was fairly accessible from ground floor, and while there was a safe key it didn't work. Bedside lamp didn't work- possibly just needs a bulb? Could also use another 2 loungers upstairs near the pool.The biggest issue though was the noise overnight- it sounded like someone pounding on the door through the night trying to get in, and that was just below our patio window.

Room was spacious. Pool was lovely. Staff were friendly, especially lovely reception lady Jessica, very warm and welcoming. Value for money.

Get what you pay for (not a negative thing!). Just means some things are of lower quality. AC and fan didn’t work. Shower was very poor standard and room wasn’t 100% clean when I arrived. Soap from previous guest still left in the shower which had kind of melted all over the shower floor. However the bed sheets and linen were all very clean!

Location was near a big Mega Soriana Shop. Close to 5th Avenue

This is not an hotel! Looks like an illigal rooming house. No front desk! Everything on Whatsup which is not answered immediately. Problems with noise on the street, intermediate water problem. No hot water at night. Internet signal is weak. Rooms are in dire need of upgrades. The owners are just Cashcows! Real rip off. This is NOT a Hotel. No sign on the building saying it's Hotel Eleven. Took us an hour to finally find the location. A small 8x8 sign on the door. Security is risky as there is no one on site to call for help. I would not stay here. This location should be removed from the Booking site. TV did not work. Moved to another room with water problems.

Great host, good location, nice rooftop pool.

Room was a tad cold and damp and air con didn't work to warm it up. Lousy water pressure in the shower.

The hotel was in a great location, close to all amenities. Beautiful rooftop pool and clean common areas. Jessica was great to deal with, helped tremendously with all our concerns and questions. Great value for the money, we really enjoyed our stay.

No fault of the hotel, but there is an enormous tree across the street. Every morning from 45 minutes before sunrise to sunrise, thousands of birds shriek away. And there are a lot of dogs that bark throughout the night. The bed is very firm, and I like firm mattresses; but this was very very firm and thin.

It was very clean, the staff was incredibly attentive to our needs.

It needs some maintenance, for example oiling on the sliding doors

The hotel is very nice for its price, it has all basic amenities, the room is spacious, check in passed remotely

Water was not hot in shower

Passable

Safety lock door brokenFan not workingShower door not closingToilet badly working.

The manager was awesome.

The free breakfast was at least a half mile walk. Also payment was supposed to be on arrival. But since we were going to be a late arrival, They contacted me earlier for payment on PayPal. I sent them a screen shot of the payment as per their request. They did not like the fact that PayPal was going to post till after our stay. So we paid on arrival. However my credit card had already been billed for 2 rooms. They were going to refund me my money through my account.They then said they could not pay it back to PayPal. They need my account info. So I gave them my credit card info that I charged the room on. They said that would not work, they need my bank account info. So I gave them that. Then they needed my bank international access code which I gave them. I have yet to see a refund. Booking.com has not help much. Will not use there site again

nothing this hotel was hell to live in

everything from the response to breakfast being served at another hotel to the smelly reception area leaking room and no hot water, no pressure in shower water, damp bathroom, drunks sleeping on the footpath of the hotel

Rooftop pool was lovely, staff were easy to communicate with on WhatsApp, location next to mega was very handy

You can hear everything outside in the hotel room but for what you pay it wasn't bad

The pool, facilities, very beautiful sunset, calm, food next street so nice. Thanks so much, definitely I Wil come back in my next trips Thanks so much for make this possible. I like very much the privacy

The location is good. It is close to many bars and restaurants and is pretty quiet compared to other hotels in the area.

During the day people from the street can see straight into your room. It's very uncomfortable. There was mould covering the wall. The breakfast was terrible and a 10-minute walk away. There's so much noise outside the rooms from the staff cleaning. The upstairs pool area was scruffy and un-inviting.

The location, possibilities of public transportation and the pool y very nice

It can be a little hard to find staff at certain hours, but they’ll answer you via whatsapp so it was OK