2/10 Terrible
Gerardo
Travelled with family
29 Dec 2024
Disliked: Staff & service, amenities, property conditions & facilities
I will never book this hotel or its other branches. I have a horrible experience. The front desk needs more training to acknowledge and welcome guests. When we arrived the front desk staff was stapling bills and barely acknowledged us. We have to ask this person twice about our rooms, and he told us to return at 3 pm since we arrived early. We inquired about using the pool and were told to use it. However, we were never assigned rooms or given the chance to check in. By the time we returned from the pool, we approached the front desk again and we were told them that our reservation was not processed since someone in the office didn’t do the job of processing it. The lady who helped us then seemed overwhelmed trying to solve lots of other issues around her. When we asked to speak to the manager, she told us that there was no manager on site since all managers took the weekend off and left employees to handle the work unsupervised. We were told to begin a complaint with someone in CDMX. The lady told us that since we didn’t have a reservation, she was going to give us a room that was not ready, so we needed to wait more. Moreover, on the following day, the credit card system was down, so we have to figure out what to do to find cash. This made us late to begin our day trips. To sum up, this place is not worth 8.6 rate since it offers lots of stress and headache to its guests. Stay away.
Gerardo
Stayed 1 night in Dec 2024