2/10 Terrible
Genna, Regina
Traveled with family
Jul 22, 2025
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Avoid this hotel at all costs. Before arrival, the hotel messaged me asking for a direct bank transfer to a Mexican account to secure my reservation. When Expedia called to investigate, the hotel hung up on them, saying they didn’t speak English. I wanted to cancel but couldn’t—my booking was nonrefundable.
At check-in, they charged me more than my confirmed price on Expedia. I contacted Expedia, who tried calling while I stood at reception, but staff refused to answer.
A sign at the desk advertised the same room for half the price, but they said the promotion didn’t apply because I booked on Expedia.
Our room had no toilet seat. Staff claimed all bathrooms were like that, but two family members staying at the hotel confirmed theirs had seats. Staff then admitted mine was broken by the previous guest but refused to replace it. My young daughters and I had to use the lobby bathroom the entire stay.
That night, there was zero running water in the room’s shower or sink. Staff did nothing.
The AC only works with a key card, and you only get one. Every time you leave, the AC shuts off, and the room becomes unbearably hot, taking 45+ minutes to cool down. The AC also leaked water, making the floors dangerously slippery.
The towel rack was broken, walls were paper thin, and a light fixture had sharp broken glass sticking out. Reception staff sat watching YouTube, refused to help, and said there’s no manager. My two family members also had miserable stays.
Do NOT stay here.
Genna
Stayed 2 nights in Jul 2025
