I really didn’t want to write this review since the hotel honored my cancellation of the remaining 3 nights. Nevertheless, I feel I owe it to the travel community to share my experience.
First and foremost, we were greeted by a dead cockroach on our balcony. We told the staff and while they cleaned it, nary an apology for quite frankly a grotesque find. You don’t expect that at this price point — $400 !!! We immediately initiated a cancellation request and the front desk seemed to be perturbed by it. Like WE were causing THEM an inconvenience.
While we got that request, we still had to stay two nights. What else did we have in store for us? A toilet that didn’t properly flush, one trash can for the entire room, ONE robe for a 2 double bed room, a half carafe of water (no cups), no coffee machine, no ice machine, unheated pools, etc. When we poked around a bit more, all kinds of details missed - fading window panes, a loose toilet flusher, an outdated and out of place shower, and just generally not up to the standard of “boutique” hotel. The kicker? Nobody even came to clean our room the next day. Just really really really disappointing all around.
I’ll end on a positive, there are two employees that should be called out as exceptional — Estrella for her actual warm welcome and attentiveness and Valeria for even seeing us on the street and greeting us with the the kind of warmth and hospitality that I have learned to love about Mexican hospitality culture!
