"Stay with family: Customer Service can be improved"
The checking in experience was very disappointing. Having booked the room well in advance (and paid for it) I called a day before the arrival to check everything was OK. They confirmed my reservation (2 rooms) and told me that I had a double bed bedroom and a king size bed bedroom. Arriving at the hotel the staff confirmed my reservation and gave me vouchers for breakfast (as indicated). Everything fine until the moment we went to our rooms and found out that both were double bed rooms and one of them was significantly smaller than the other. I called reception, saying that I was expecting one of the rooms to have a king size bed and both of them having similar sizes.
The people at the reception desk could not solve my complain and limited themselves to say that (1) the king size bed room was a mistake and (2) the rooms were ALL different in the hotel and the sizes were similar.
I was not happy and said that the argument of having all different rooms at the hotel was not valid given that the differences of sizes were significant and I had paid the same rate for both rooms.
Manager was called to intervene and she finally solved the issue with moving us to another (larger) room.
The issue here is: this situation could have been solved quicker if staff was empowered to take actions - they were not able to help and their attitude was unhelpful and foolish.
In contrast, the people at the restaurant were great. They should train staff at the front desk.
Traveller from Mexico City
The hacienda-like Villa Montaña overlooks the town of Morelia from its hillside perch nine miles away, on the Santa María …More