Plaza Suites

“Nice Room, But Bad Service And First Impression”

I wasn't expecting any luxury as this is an apartment complex where locals live pernamately, but since they rent it out to tourists, they should really try harder to make a better presentation. There are actually several hotels in the same building, so we accidently entered the nicer one next door… more

I wasn't expecting any luxury as this is an apartment complex where locals live pernamately, but since they rent it out to tourists, they should really try harder to make a better presentation. There are actually several hotels in the same building, so we accidently entered the nicer one next door, but were told it was not the correct hotel and this one was next door. We entered this one and were greeted by two torn couches in the "lobby" and said to ourselves, "Oh my goodness! What did we book? This can't be the right hotel." We approached the front desk man who didn't speak English, but I understood enough Spanish to get by. But he kept asking me for my "nombre" (name) and I showed it to him 3 times, but I have a very long last name, so he didn't believe me that it was my name, and kept asking "nombre". At that point I went back to the nice hotel next door and asked the front desk man to explain to this bozo in Spanish, that this was my name I was showing him. After we got that sorted out, he wrote down a number, which we assumed was our room. We kept asking him for the key, and it took us a while to figure out the room he wrote down was the "office" where you get the key. He gave us directions to the elevator, but we went in and there was no button for the third floor, so we went back and explained to him there is no number 3 in the elevator. He started to get annoyed with us, and told us we need to take another elevator. We finally made it up to the "office", which was just some lady's apartment. It was 6:00 AM and we hadn't slept in almost 48 hours, so we were hoping she would have some mercy on us and just give us our room now, but she told us we have to wait 'til 3:00. We had no choice but to wander around the city. Finally we had enough and were falling asleep in the lobby, so at 1:30 we just said "screw it" and went back up and told her to give us our room, because we're exhausted. Thankfully she had some mercy on us, and gave us our key. The room itself was actually really nice, but the lobby was very off putting and we weren't the only guests who got scared by it. This young couple led us into the room and explained the policies, but I wished they had explained how the appliances worked. The TV had 2 different remotes and I didn't know which one I should be using, and it jammed to where I couldn't change the channel, and it took me 5 days to get it fixed. They only cleaned the rooms and changed the sheets and towels every few days, but the towels they gave us were brown, so we used our own, accept on the day of our flight, we used theirs and got a nasty rash all over our bodies. But the worst part was the complete unhelpfulness of the staff. The day of our flight home we went up to the office to leave our luggage and gave the lady and her daughter 5,000 pesos to watch our bags and call a cab or uber us. But when we asked her to do so she only wrote down the price and told us to call ourselves. First time in our lives hotel staff wouldn't call a taxi for us. She made us so angry that we picked up our bags early and just got into a random taxi parked outside the hotel, and thankfully it was legit. Another time we asked some lady at the hotel to call our tour company for pick up confirmation, and she took down our passport information than never called nor let us use the phone. They will take your money gladly, but doing a favor for you, not gonna happened. We had to go the nice hotel next door, where the deskman made a phone call on our behalf free of charge. This place should be ashamed of itself. They should really show their guests better hospitality. The quality of the room and close proximity to Cerro Santa Lucia is the only thing that saved this place from getting a 1. Don't worry about the homeless man sleeping outside the hotel. He is harmless.

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