We checked in to this property and were impressed with the main level amenities. It is budget and gives hostel vibes, but the renovations are well done.
We checked into a room on the 7th floor. It was very small and there was feces left on the toilet seat and gunk on the side of the sink. We cleaned it off ourselves without letting the staff know.
Our room was located right across from the elevator, which was broken. And not broken like it was not functioning - they still have the elevator in service but it made a terrible sound, similar to a drill.
We were asleep by 10pm due to jet lag and the elevator woke me up through ear plugs. It kept going to the point where we went down to the front desk to request a new room as we were staying for an extra 8 nights. The staff member was dismissive, and said "oh ya, the elevator company won't come to fix it." They were well aware that the elevator was making the noise and was broken but still didn't put it out of service, and placed us in a room right outside.
We were relocated to a new room on the 5th floor, and packed up our things at midnight.
Once we got to our room, the walls are so thin that we could hear the entire conversation in the room right beside us. To the point where we contacted Expedia with our disappointment. Expedia contacts were all so kind and helpful, we are so grateful for their support.
Overall - if you're in S'Arenal for a party / don't plan to be in the hotel, you should be fine. If not, do not book here.
