Ratings based on 462 Verified Reviews
4.7 Room cleanliness
4.5 Service & staff
4.4 Room comfort
4.5 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 25 May 2024
I recently stayed at this so-called “5-star” hotel, and it was nothing short of a nightmare. The online description is utterly misleading. Here’s why:
First, there are no restaurant services or any form of food available. For a hotel that claims to be 5-star, this is unacceptable. The hours of operation for anything remotely service-related are bizarre and highly inconvenient. You can’t even get basic amenities like water; there’s no way to ask for it, and the room has a small, empty fridge with no bottled water provided.
The room itself was ugly and uncomfortable. There was no air conditioning control, and I suspect there wasn’t even AC, just a barely functional fan. This made for a very uncomfortable stay, especially during the warmer parts of the day.
Moreover, the staff was unprofessional and unhelpful. They certainly did not provide the level of service one would expect from a 5-star establishment. Their attitude and service were more fitting for a 1-star motel.
Overall, this hotel is a huge disappointment. It’s not even worthy of a single star. I would not recommend it to anyone. Save your money and stay somewhere that actually meets its advertised standards.
Comment from Hotel Management
28 May 2024 by Karina Rink, Hotel Management
Dear Mr. Williams, I would like to express my gratitude for your review and the time you took to write it. I must admit that I am somewhat surprised by the details you have described. The room that we allocated to you was one of our Deluxe rooms. As a gesture of goodwill, we provided you with a double upgrade at no additional cost. The room you stayed in is the largest in its category. I am sorry that you were apparently not satisfied with this room, but we have allocated it to you with the best of intentions. It is worth noting that all of our rooms are equipped with air conditioning, which can be operated using the control next to the door. Additionally, it is regrettable that you have expressed dissatisfaction with the lack of a restaurant on-site. In fact, our hotel is conveniently located near a renowned Mexican restaurant, "Pacifico," which is widely regarded as one of the city's top dining destinations. Furthermore, our hotel offers room service from early morning until late at night, providing guests with convenient access to their meals. Mr. Williams, it appears that this is a case of miscommunication, in which the full extent of the information provided may not have been conveyed accurately. I extend my sincerest apologies for this misunderstanding. Nevertheless, we would be delighted to welcome you again in the future so that we can demonstrate the excellence of our service and offer. Sincerely,Karina RinkDirector of Operations
by A verified traveler
Posted 31 Mar 2024
Receptionist was rude.
by A verified traveler
Posted 2 Oct 2023 on Hotels
It was very comfortable and relaxing.
by A verified traveler
Posted 29 Sep 2023
Very basic but close to the Chapel bridge.
by A verified traveler
Nice Property
Posted 16 Sep 2023 on HotelsOverall, a good place to stay. For the price, I expected a little more in terms of elegance and luxury, but I can't think of a single complaint. The front desk and all hotel staff were very helpful and friendly. The location was extremely convenient with the train station just being less than a 5 minute walk away.
by A verified traveler
Posted 10 Sep 2023 on Hotels
Great hotel and fantastic breakfast as well
by A verified traveler
Posted 30 Aug 2023
Very friendly staff who advises the best way to eat and travel
by A verified traveler
Posted 25 Aug 2023
Room air conditioning unit was not cooling enough and moldy at the vent. Not expected from a five star hotel. Despite notifying reception nothing was done except for a thank you for notifying us. Will never stay there again.
by A verified traveler
Posted 22 Aug 2023
by A verified traveler
Posted 23 Jul 2023 on Orbitz
