Guest User
January 31, 2023
The hotel has a mold problem that caused me health problems immediately after I entered the room: severe allergies and difficulty breathing. I quickly went to reception and informed the receptionist of the problem, but she dismissed my complaint and did nothing. The next morning, after spending a night without being able to sleep or breathe, I reported my problem to the hotel once again. They told me there was nothing they could do, so they forced me to leave the hotel early. After first saying that they would refund me for the night, then they tried to refund only 50% of the night, which was unacceptable as I was forced to leave the hotel due to health issues. The manager, Marco, told me that they would not refund my money, and then he proceeded to act in a discriminatory way: he told me that they never had problems with their European guests, but only with the Mexican ones. He told me that this is why they preferred to rent only to foreigners and not to Mexicans, acting as if Mexicans were somehow below people from other countries. This was very offensive for someone who is married to a Mexican citizen and has lived in this beautiful country for four years. Finally, it is completely untrue that this hotel is 5 stars. In reality, it should be one or two stars. The toilet would not flush, the shower handle fell off onto my foot, and the entire hotel was in a general state of disrepair. It's embarrassing that people could come to this amazing country and think that such a low quality hotel could be rated 5 stars. This was probably the worst and lowest quality hotel I've stayed in, in my four years in Mexico. My wife and I had headaches and respiratory for two to three days after we left the hotel. If you value quality and your health, and stand against racism and discrimination, please don't stay at this hotel.