Don’t ever stay here!
Reviewed 24 July, 2021
Stayed here on 7/21-7/22. The castle itself gorgeous and I was really excited to stay initially. I booked this 2 months ago all the way from the USA. When I get there for the 3pm check in, I’m given a hotel room only to find my hotel room was given to someone else. I then go back to reception and they give my SECOND room, when I open the door it had another customers bags inside. I was so shocked, I immediately ran out. At this point I’m very upset and I complain to the manager. The manager said he can give me a suite with balcony view then he took his word back once he found out it would only be me and my husband in the room. The manager thought it would be me and my other family members that came on the trip. So having taken his word back, in exchange he offered me a free breakfast for the next morning. While I waited for my THIRD room to be ready, they told me it was dirty and being cleaned. By the way, check in is at 3pm. At this point it was already 3:40. I was already very upset, once my room was ready I got in to find stains in the bed, wads of hair on the floor, crumbs of takis, and the shower was not washed. It was disgusting. At this point I was furious! I go back to complain and they put me in a FOURTH room that still needed cleaning. They said that room would need 30 mins to be cleaned. At this point it was 4pm, an hour had been wasted because the staff couldn’t get their things together. In the end, the last room still was not properly cleaned. It had the last customers wine bottle still left inside. And I never got my free breakfast that was promised to me by the manager. ON TOP OF THAT, my dad left his phone on the hotel bed when he checked out and when we called we were told that the phone was not there. But we could see that the phones tracker was there. So one of the staff members stole my dads phone. It’s sad that this incredible hotel is managed by a bunch of imbeciles. Worst customer service experience. If check out is at 12pm and check in is at 3pm then the hotel should be ready to serve the next group of customers. The hotel was disgusting and I do not recommend! No one should stay here especially since cleaning is not a priority, we are still in a covid pandemic and cleanliness and customer service should be theirs number 1 priority. The staff and the manager are not people of their words as thieves! 0 out of 10!
Reviewed 19 April, 2021
ANTS EVERYWHERE, No Towels, No TV Remote, No AC control. Bad shower head. Dirty Mirrors. Staff lacked professionalism, When I checked in the two staff acted like love birds, they didn't explain anything, did not welcome us, and they were too caught up in their own conversations with their phones that I stood in complete silence for a good 10 minutes while being checked in. There is no oversight from management when asked to speak to someone they try to pretend there's no higher up. All of the front desk staff had no motivation to help or better our stay. I had to look for the housekeeping supervisor which to my surprise was right in front of the front desk area yet the front desk lady tried to pretend there was no one. all three shifts were horrible so it does not matter that there someone there 24/7. In the end, I finally had the pleasure to speak to someone who said she is there to change things and I hope that's true but I do not really know since no one wanted to get me someone. No nametags are worn so I really did not know who was who but I interacted with all three shifts and by far the evening shift (Lovebirds) was the worst. followed by the lady that works the morning shift and did not want me to speak to anyone.
Never stay at this hotel
Reviewed 19 April, 2021
Sadly, this hotel seemed to be a good option due to its particular design, however I decided not to pay attention to the reviews others have left.....bad idea... all of them came true... after a whole day of walking under the sun, sweating, tired, all I wanted is a very nice shower, only to find that in the very middle of the shower, I ran out of water, nothing, not even a drop, beleive me, in the middle of the shower, fully covered in soap and shampoo, I had to call the front desk... ohh surprise, the phone is not working, using my cel phone, I called the front desk and their beautiful answer was... there are some repairs being done, it will be restored in 2 hours, can you imagine my face expression after hearing such a smart answer?. Ok shower is over, I cleared all soap and shampoo after 2 hours. then sleep time... can you imagine people slaming doors at 1:00 am ?? yes is true, then can you imagine maintenance people slaming a hammer and doing repairs at 7 am on Sunday?
This is the worst experience I have ever had, PLEASE, DONT STAY AT THIS HOTEL BELEIVE ME.
Reviewed 12 September, 2020
When we first saw the pictures of this place we were really excited. But this was nothing mire than a good photographer.
I was in more then 300 hotels in my life in this is the biggest sh*th*le I have ever seen. Besides to the fact that everything is dirty. There were no towels in the room. And the rooms didn’t get cleaned every day as everywhere else in the world. The service is rude and the food is for Mexico too expensive and bad. A horrible place. Never ever again! If I could give less than 1 star, I would do it!
Very cool experience
Reviewed 4 September, 2020
This is more like a real life castle from England
Down to the last detail
Great place for kids to have an experience like this in the middle of Mexico
Very nice staff, willing to take time to show you around
Incredible Credible views