My stay at SLS Cancun was extremely disappointing.
During my stay, I kept my wallet containing cash inside the room safe. Two days later, I opened the safe and discovered that $150 USD was missing. Given that the wallet had been stored in the safe, this was very concerning.
What made the situation even worse was the hotel's response. After reporting the issue, I received little communication from management. On the day of checkout, I had to seek out staff myself for an update. Nobody proactively contacted me or kept me informed about the status of their investigation.
The only explanation I received was that they had "checked the log." When I asked what the log showed—whether it tracked room access, safe access, or anything relevant—I was not given a clear answer. When I asked to see the log, I was told it was private information.
At no point did I feel that my concerns were taken seriously or that there was a genuine effort to provide answers. Finding money missing from a wallet stored in a room safe is concerning enough; being left to chase down updates only made the experience worse.
Based on my experience, I would strongly caution future guests not to assume that their cash or valuables are secure simply because they are locked in the room safe. If something goes missing, do not expect clear answers, transparency, or meaningful follow-up from management.
Very disappointing experience
