6/10 Okay
Manuel, Huixquilucan
Traveled with family
May 13, 2025
Liked: Cleanliness, amenities, property conditions & facilities
From the moment we arrived at the lobby, the view was spectacular, and the welcome was very warm. Although we generally enjoyed our stay, several details arose that we would not expect from a hotel of this category.
While the hotel offers stunning views and excellent service, several inconveniences affected the experience, including unfulfilled technical support requests, delayed service for basic amenities, issues with restaurant reservations, and disruptive music choices. Additionally, concerns about safety due to speeding golf carts, ineffective air conditioning, and a failure to arrange a scheduled airport transfer further contributed to dissatisfaction. Though the hotel manager intervened to resolve some issues, these lapses were unexpected for a hotel of this caliber.
Our disappointment stemmed from receiving a villa that did not match the Ocean Front category we had booked and paid for, despite reassurances from reception. The difference between an Ocean Front and an Ocean View villa was clear, and our assigned room only had a partial ocean view. While the hotel manager, Mr. Octavio, made kind efforts to address our dissatisfaction, we would have preferred to receive the correct room from the start. Despite the hotel's stunning views and excellent staff service, these missteps left us with mixed feelings about returning, as such issues should not occur at a hotel of this caliber.
Manuel
Stayed 3 nights in Apr 2025