We spent 5 nights at the Kukun. Our experience was horrible:
-No Air Conditioning: The hotel lacks A/C altogether. Mexico City can become hot during spring -summer, so this is unacceptable. To exacerbate matters, the city’s notorious smog prevented us from opening the windows for fresh air.
-No Water: on our last night, the hotel ran out of water (yes seriously!). No contingency plans in place. According to the hotel staff, this water shortage was due a restriction imposed by the city. While it’s true that Mexico City faces water scarcity, why didn’t the hotel prepare for such an eventuality if everyone knew about this? They assured us that a “water truck” was en route to replenish our supply, but this was a lie. The hotel’s lack of proactive measures was disappointing and when things went south definitely, they did not even offer a bottle of water to allow us to brush our teeth.
-Unprofessional Staff: they displayed uncooperative and unprofessional behavior. Despite being a native Spanish speaker myself, we faced indifference and blank stares when addressing our concerns. Not a single manager was available, they just ignored us.
We sought advice from licensed tourist guides. Their amazement and embarrassment confirmed that Kokum’s treatment of tourists was far from acceptable. They recommended filing a formal complaint with the Official Tourist Office to hold Kokum accountable for failing to meet expected standards.
