Gastnutzer
30. September 2022
The hotel overall is a nice facility. The lobby and restaurants are nicely appointed. I did not try any food during my stay. The rooms are modern and the beds are comfortable. The hotel has a very nice pool area and gym. Where the hotel lacks is customer service. My wife and I wanted to enjoy the pool after a long day. The pool rules state that no outside food or drink is allowed and we wanted to honor that. We were told by the front desk staff that drinks and towels could be received by calling in from the pool. The phone at the pool looked like something from the 1980s and did not work. I went inside to get drinks. The hotel staff have limited English skills, which for a hotel in the interior of Mexico is not a surprise. I ordered two margaritas. The bartender offered me two shots in the drinks, to which I agreed. For use by the pool, I received two half-filled styrofoam cups, with no lids. I asked if the bartender could top off the drinks with mix and was told no. When the bartender tried to charge my drinks to my room I found that no one told me at check-in that I would need a tab for incidentals. I asked to speak to the manager and Luis tried to help. He "understood" English about as well as I "understand" Spanish, and while he tried to help he could not or would not go beyond policy. I was glad to open an incidentals account and I asked for towels. It took me almost 30 minutes to get two half-filled drinks in a fashionable styrofoam cup. Towels later showed up as we were getting ready to leave the pool. There was a lack of understanding of the nuance of the situation. The phone to the pool should work and not come from the Vincente Fox era of Mexico. Getting two drinks should have been minutes and not required so much fuss. Honestly, comping the two drinks would have gone a long way, but that was not offered. While this was my first (and last) stay at this hotel I know that they have held large events previously, as my wife has attended them at the hotel. The hotel chain has or has had full-service all-inclusive hotels in its chain. The tone deafness of the staff soured the stay at what is a nice-looking hotel.
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