I chose to stay at this property to experience the local culture, but unfortunately, the customer service was awful. It felt like the staff was taking advantage of non-Spanish speakers at every opportunity. For example, I ordered a margarita at the restaurant, which was listed as $10 on the menu. When the bill arrived, it was $25 for a small whiskey glass. I paid it and called the front desk to ask for an explanation about the discrepancy. I was told someone would call me back, but no one ever did.
Additionally, the room had a strong sewage smell, and the same issue was present in the lobby. I overheard another guest also complaining about his room at the front desk. We called about our own room issue, and although someone was supposed to come, no one ever did.
On top of that, we were told at the front desk there was a party for $135. When we went to pay, the price had inexplicably jumped to $157. I was also promised a different location for the party, but when we went downstairs, we were placed in a secluded area beneath the stairs.
Ultimately, we decided to check out early and stayed at the W for our final two nights. The difference was like night and day.
We’re trying to get a refund for the two nights, but they’re making it tough.