We checked in and were surprised to see the rooms were not as good as the pictures..not very clean lights did not work in the kitchen and bathroom area. The pool was very cold so no floating, the staff do not speak English as reported. One of our friends room had several bugs she will post pictures. Needless to say we spent time looking for another place to stay next year..
At first our AC wasn’t working and the remote to the TV didn’t work, both of which the manager took care of pretty quickly. The only REAL complaint is our friends visited from their hotel (only briefly for a drink) and we were told they could only sit in the pool area. Otherwise, they would have to pay $150 fee per person to be added to our reservation, which we thought was ridiculous. Other than that the hotel was very nice, staff friendly (only Spanish speaking - but we were in Mexico, so...), good breakfast, kept very clean, and all CoVid safety measures were in place. Altogether a great stay for the price!
This hotel is very nice and convenient for the price you pay.. I loved that the room we stayed 204 had a door in the middle that connected to our friends room 203 so we could open the doors and Chat with each other..the pool is cool...the fridge was off and we were trying to turn it on but couldn’t not figure it out so we call front desk and they told us there was a switch between the fridge n the counter so we were finally able to turn it on. My friends tv didn’t turn on but they called front desk and the maintenance man came and fixed the problem. Over all the stay was very pleasant we walked around the neighborhood and at a near by restaurant we even had ice cream at la Michoacana... the staff at this hotel are super friendly and helpful they can also get you discounts for any tours and attractions. I highly recommend this place. I am definitely coming back.…
HORRIBLE customer service. The company is completely deceptive and promises things they don't deliver. Their property listing says they offer a free shuttle, which I confirmed before booking our reservation. I was assured a shuttle would be waiting for us but we got off the plane to find no shuttle and when we called the hotel, the manager said, "Well, we don't have a shuttle available today. I suggest you get a taxi." After explaining we would simply cancel our reservation and go somewhere else, we were told that they would reimburse us for our taxi when we arrived but when we got there, they refused! TV didn't work and neither did the lights. And far from main area
This hotel advertised a terrace/balcony. However the only place you could sit outside of your room was on the first floor. We had to change rooms on the second day because of so many things in the room that didn't work. The breakfast which was included in our price was the same everyday - 2 pancakes & a small fruit bowl,and we could only get 1 cup of coffee with no refills. The courtyard and pool area never got any sun so therefore the pool was very cold and never got used. There was local police activity on the street right outside of the hotel. They had water tank issues, with sirens blasting in the middle of the night. No water on occasions. We were ready to leave this hotel in 4 days even though we had a 12 night stay. Would never stay there again!