Todd A
Mar 2023
★★★★★
Dark, Dismal and False Advertising
Don't believe the fake reviews by the owners under fake email addresses!
This booking was a complete disaster. Immediately upon walking in to silent dark, dank, silent and completely uninhabited lobby, it conjured scenes from the classic horror film, The Shining.
Upon reaching my room, I was further shocked. It looked nothing like the photos advertised: Holes in the walls, no lamps, zero art on the walls, wires hanging out of the walls, everything askew, and just enough light to barely see. It further had a foul odor, a non-functioning safe, shaky wifi, and was warm enough to keep you up all night sweating (no A/C).
I immediately requested a refund through the booking site, and it almost immediately bounced back with a message from the hotel manager/owner: "sorry, our policy is non-refundable.”
The attendant then visited my room asking what was the meaning of my request. I explained the obvious (see above), and her response was along the lines of “Manager says no.” I said fine, I’ll be sure to leave an honest review of my stay here.
Five minutes later the attendant knocks on my door again. “My manager says you must leave the hotel in ten minutes.” I, while flabbergasted, replied that was fine, as long as I was getting a refund. After all, the place was awful and leaving sounded like a great idea.
Another five minutes, and now the MANAGER (name on file and filed in subsequent PROFECO claim) knocks on the door DEMANDING (screeching) that I depart. Again, I said that would be fine with a refund. “Absolutely not!!!” He shrilled. “Then I’m not leaving. You have my money.”
I told this man I would be filing a claim with PROFECO (the Mexican equivalent of the BBB but with a powerful bite) because of his behavior and the customer service of the hotel. Door shut in his face.
Another five minutes, and another knock on the door: “You must leave now or we are calling the police to remove you!”
WHAT??
I informed him that I knew my rights, that I am a resident of Mexico, and he needed to leave me alone. A tantrum on his part ensued, and he brought along a friend to help intimidate me. Again, door closed.
I went online, found a REAL hotel to stay at, and left. I had had enough, and money was never the issue.
An hour later I received an email saying my card was “declined” and that I was receiving a refund. Interesting timing. While I appreciate the refund, I also know I deserved the refund. I DID NOT deserve to be harassed, harangued and left searching for somewhere to stay at 10PM on a Friday night. I also did not deserve to be false advertised too.
To add insult to injury, they accused me of drinking and smoking in the room.This was a complete lie. As an athlete, I partake in neither. Obviously there was a bit of projection going on, as these people were plainly delusional and hating their lives. Sad.
This hotel is obviously dying a slow death.
Avoid at all costs.
