Checked in to Hacienda San Jose today, expecting to check into the Presidential Suite which we booked six months ago. Arrived and found we were downgraded to a Mayan Casita. No mention of it before we arrived or even at check in. We literally only found out once we arrived at the wrong room. Asked afterwards and was told that the AC wasn't working. Why not be proactive and contact us ahead of time?

This was less than an hour ago and I'm fuming. We're celebrating our first trip as a family since the birth of our baby daughter. I was looking forward to the private pool (not a plunge pool). To make matters worse, my wife actually fractured her metatarsal yesterday when we were walking around Tulum, and I convinced her to stay rather than fly back home since this was the nicest room we've booked for our holidays... We should've gone home early instead!