palomagY9685ZC
Google
Our experience at this hotel was unfortunately far below expectations. While the property may initially appear charming, the reality is that it lacks even the most basic standards of comfort, service, and transparency—especially given the excessive prices. The following issues made for a frustrating and disappointing stay:||1. No WiFi and No In-Room Communication:|There is no WiFi available in the hotel rooms, just in the common areas. Thus is not just inconvenient—it’s a serious shortcoming, especially for guests who may need to work remotely or handle personal matters online. Making matters worse, there is no telephone in the rooms to contact the front desk. Any request or issue requires physically walking to the lobby, regardless of time or urgency.||2. Water Access Is Inadequate and Overpriced:|Each room includes a single complimentary bottle of water. However, once that is used, there is no way to obtain more, as food and beverage services close early and there are no vending machines or room service options available afterward. Worse still, a single 350 ml bottle of water is sold for 100 pesos (approximately $5 USD)—an unreasonable and exploitative price for something so basic as water.||3. Misleading and Incomplete Amenity Information:|The hotel’s website lists various room amenities in a way that strongly implies they are standard across all accommodations. However, upon arrival, we discovered that our room lacked several of these features—including a mini fridge. When we brought this to the staff’s attention, we were informed that some rooms simply don’t include certain amenities, despite the website making no such distinction. This lack of transparency is misleading and unacceptable. Guests have a right to know exactly what they are booking.||4. Noise Levels:|Every morning, we were woken up by loud music from the hotel’s restaurant. Soundproofing is clearly inadequate, and there seemed to be no attempt to reduce noise levels during early hours. For guests expecting rest or relaxation, this was a constant disruption.||5. No On-Site Transportation Services Despite Long Distances:|The hotel offers no internal transportation or shuttle service, despite the fact that many of its own facilities—such as other restaurants or event spaces—are located up to a 20-minute walk from certain rooms. These walks are not only long, but also completely exposed to the sun, with no trees or shaded paths along the way. In hot or humid weather, this becomes uncomfortable and even exhausting. For a property of this scale and price point, the lack of transportation options is a significant oversight and greatly detracts from guest comfort and convenience.||6. Severely Limited Service Hours and Support:|Once service hours end, at around 8 PM, the hotel provides no way to obtain assistance, food, or even water. There is no staff availability aside from the front desk person, who can’t assist much, no after-hours protocol, and no provisions for guests who may need support later in the day. This is particularly irresponsible given the hotel’s location in Valle de Guadalupe, where there is no nearby town and each hotel or vineyard is several miles apart. Fortunately, we had rented a car and were able to drive approximately 10 minutes to a convenience store—but renting a vehicle is not something every guest automatically plans to do. The hotel should be fully aware of the limitations of its surroundings and, at the very least, provide a basic vending machine or 24-hour access to water and snacks. The current setup is outdated and places the burden entirely on the guest.||7. Rude and Unhelpful Staff (with a Few Exceptions):|Aside from two individuals who were courteous and professional, the majority of the staff we interacted with were dismissive, unhelpful, and at times openly rude. One particularly frustrating incident involved two bottles of wine we had purchased but decided not to consume. When we requested a refund, a staff member first told us it was not possible. Later, he admitted that a refund was possible, but that it would take a long time and there was no guarantee of success. This contradiction was not only dishonest, but indicative of poor training and a lack of accountability. In any professionally run hotel, straightforward systems for returns and refunds should exist and function efficiently.||Conclusion:|This hotel presents itself as a premium property but delivers none of the expected standards in service, transparency, or basic guest care. The lack of WiFi, poor amenity management, inadequate guest support, and unprofessional conduct by staff collectively made this one of the most frustrating hotel stays we’ve had. I would not recommend this hotel to any traveler seeking comfort, reliability, or respectful service.