TERRIBLE EXPERIENCE BAIT N SWITCH!
Reviewed 18 March, 2021
Negative Five Stars if I could
This hotel was advertised as supposedly being the best in Guadalajara, and by the looks of the pictures, I decided to book it. It was my first-time visiting Guadalajara and so I was unfamiliar with the area that this hotel is situated on. I should’ve informed myself better.
As soon as I arrived, I quickly noticed that this perhaps was not the best area that Guadalajara had to offer to its visitors. The area surrounding the hotel is filled with seedy people and it immediately made me feel unsafe. There was nobody in the supposed valet area to welcome me, and so I chose the self-park option and feared I’d be mugged for the BMW I was driving.
It was very confusing getting to the hotel lobby from the self-parking. When I finally arrived at the hotel lobby, I was immediately disappointed as I saw no people except restaurant staff standing in front of empty restaurants. It was like walking into a ghost town with few unwelcoming locals.
As I arrived in the lobby, I could see that this hotel was dilapidated and in a state of disrepair. I could immediately see cracks on the walls near the elevator that run several floors high which might be indicative of structural damage. Just by standing in the empty and cold lobby, I felt as If I was in a hotel that was abandoned long ago.
The check in process was easy as I am fluent in Spanish. I had booked a two-night stay in what supposedly was a terrace/balcony view suite similarly priced in comparison to the other big hotels in the city. At this point, I was willing to overlook the aforementioned factors and give this hotel a chance since I had booked what I believed was a suite that I would be comfortable doing work in, and since I had a vehicle, I thought I could circumnavigate the dangerous areas surrounding the hotel.
As the bellman escorted me to my suite, as soon as I got off on my floor, I could see how dirty and old the rug and how poorly lit the hallways were. As I approached my room, there was two housekeeping carts blocking my path because an adjacent room was being “cleaned” … The housekeepers saw me attempting to squeeze on by and they neither attempted to make way for me nor acknowledged me.
When I arrived at my suite, the bellman did the best he could to show me around in the poorly lit room and as he was showing me around, I could see what terrible condition this room was in. The only thing that was done right was the sheets. The sheets appeared white and neatly pressed, and the bed was well made. I began to walk around to make a thorough inspection like I’ve been trained to do so.
The first thing that I noticed was that the furniture was old, cracked and peeling. I also noticed that the glass on top of the work desk in which I planned to do my work in was cracked (could present a liability if a guest gets cut). On the old and cracked nightstand there was a note with the IHG promise to service, cleanliness, etc. Right around that note on the nightstand there were unknown yellow stains. On the black lampshade from the lamp above the nightstand had not been cleaned in ages because dust is fairly visibly on the color black. What a great start for somebody with both asthma and allergies!
Next to the window on the side of the bed, there was a long work desk with a phone that was full of dust. How does Intercontinental intend to protect their guests from Covid-19 if they can’t even clean the phones? The long work desk had some old crusty white stains that I wouldn’t want to speculate what they were. As I looked up, I could see that the paint was old and cracking. As I looked below, I could see the carpet was torn along a crack on the window where insects could crawl in, and this area back there had not been vacuumed in years.
I found another table with a coffee maker that had never been cleaned due to the obvious coffee cup stains from the previous guest. The carpet was completely deteriorated throughout the room and the room’s walls had several cracks on them while the roof had evidence of recent water damage. I could see that the water damage was recently painted over with cheap paint that does not correspond in a hotel room.
When I stepped in the bathroom, I could see that everything had been swept to the door leading to the terrace and never picked up. I swiped my fingers on the bathtub, and my fingers were immediately filled with white crusty chemicals. I’m guessing the chemicals left in the bathtub were probably left behind to enhance my skin, instead of negligence.
As I stepped onto what was supposed to be my private terrace. It wasn’t very private because I could easily jump over to the other suite’s terrace. The terrace area was full of discolored tiles and the divider wall that divided the other terrace was full of some black substance that appeared to be mold. The lounge chairs were stained and dirty and literally falling apart, they were so badly damaged that if I would’ve sat, I probably would’ve fallen through. I walked back in to gather up my belongings to leave this nightmare when I observed more cracked paint and rotting wood at the bottom of one of the pillars.
I never unpacked, I called and asked to speak to the hotel’s GM. They asked me what was the reason that I wanted to speak to the GM, and they told me that the GM was not available but that the reservations manager would be contacting me. Of course, not even the hotel’s GM can come out and speak to the guest because they’re too embarrassed, I’m assuming they know how terrible their hotel is. I was called back by the Reservations Manager and I invited him to come in person and do a walkthrough inspection of the room with me. I showed him each and every issue with the room, he did not say much and did not even appeared slightly remorseful nor embarrassed. He just kept on trying to upgrade me for the same price and wouldn’t stop like a pushy salesperson. At this point, not even an upgrade would’ve been adequate compensation for this nightmare. Apart from the housekeepers cutting corners, maintenance was non-existent on this room. I advised him that I was leaving and that I wanted to cancel my reservation.
I had my reservation cancelled and I left without not knowing where I was going to spend the night. I booked a room at the Hyatt Regency Andrades which turned out to be a real four-star hotel that met my expectations for about the same price as the Intercontinental Presidente. I’m not sure if even the President of the poorest country in the world would ever stay there.
I have been to the Intercontinental in San Francisco and the Intercontinental in Downtown Los Angeles which are true four-star properties, not unlike this property in Guadalajara. This property should be stripped of their name and not be allowed to be part of the IHG brand. I have stayed at Forbes five-star properties and I wouldn’t even consider this place to even possess one single star. I have seen the crackhead filled motels in seedy areas of Los Angeles that were in better condition than this hotel.
I’m a Hospitality major in one of the best Hospitality programs. I will definitely use my pictures and my nightmare as a learning experience to share with students and professors in the industry. This hotel is a disservice to hospitality. Perhaps it once was something in the early 90’s. But not in the present. I will never recommend this place and never return. I’d rather sleep on a bus bench. Not a four-star hotel by a longshot… Now I await the textbook response from management if they dare respond.
Excellent service and amazing food !
Reviewed 6 February, 2021
We went to Cafe Urbano for breakfast and told our waiter, Moises, that we were hoping to have a traditional Mexican breakfast. He and the chef turned what would have been a good breakfast into a great and memorable experience !
Vacations are about making memories, and unexpected delights are memorable. Thank you Moises, and thank you Hotel El Presidente Guadlajara !
Most excellent stay!
Reviewed 5 March, 2020
Have stayed in other InterContinental properties and must say I am very pleased! Front desk team very efficient and friendly, room was excellent with a great view of the city. Enjoyed the buffet...really enjoyed the stay here!
Not what I expected
Reviewed 4 March, 2020
I've stayed at other Presidente Intercontinental Hotels (namely, Mexico City, Merida) and Guadalajara didn't live up to the standard. I read here it was recently remodeled and I was just about to write it needed a bit of remodeling. Staying here was kind of a trip to the past. A vintagey feel to it. Carpeting. Smelly carpeting. Everywhere it smells. Smells of grime, lived in, stale, and my room even smelled of cigarette. Service was excellent, fortunately. But the smell part is kind of overwhelming. And outside, the street smells of sewer. Also, it IS located across the street from a very large mall. But getting there is a challenge to someone with arthrosis. The boulevard one needs to cross to get there has quite a load of ongoing traffic, high speed traffic. They have a pedestrian crossing bridge from the hotel, but the stairs on the opposite side to the hotel are very tough to climb up/walk down. So, if you see yourself forced to cross this avenue with traffic lights, better be speedy about it. That's out of the hotel's control, however I think it's relevant to the venue. In summary, a good place to stay if you're not smell sensitive.
Reviewed 1 March, 2020
Don’t get fooled by the brand of this hotel. This
Hotel is not up the Intercontinental standard. We stayed 4 nights there and it was HELL!!!
First night we ordered room service and we signed the bill on the room ($5 usd). Because the waiter didnt do his job properly and wasnt able to charge my room for some reasons, he started knocking at our door at 4:30 am requesting his $5 payment in CASH! we told him to come back the next day but he would leave and kept knocking our door until 5:30 am. The next day, some black water smells started emerging in our room at 1 am, which obviously woke us up. We called the lobby and they sent someone to spray PERFUME!!!!! Is that for real? Instead of changing our room they sprayed perfume in the room.
The next day, we got food poisoned after ordering room service. Honestly, word of advice, avoid that hotel at all cost. It’s HORRIBLE, service is horrible, and it smells!!!