Our stay at this hotel had some positives, but overall it was disappointing due to poor communication and lack of transparency, especially while traveling with a baby.
The hotel appeared clean and well maintained upon arrival. The room itself was clean and comfortable and met basic expectations. We appreciated that it included a microwave, since many hotels have removed them, which is inconvenient, particularly when traveling with a baby and needing to warm bottles or food.
Check-in initially went well, and staff agreed to switch us to a king-size bed to fit a playard. However, it was not disclosed that the room was on the second floor or that the elevator was not available. We only found out after receiving the room assignment, which required carrying our baby, stroller, luggage, and playard up the stairs.
We later learned the hot tub was unavailable due to permit issues, despite appearing operational. Another issue occurred when my husband followed staff instructions to find the ice machine, and was yelled at by another staff member (“wo wo, no puedes meterte ahí”), which was unprofessional and humiliating.
The only standout positive was breakfast—the staff was kind and attentive, and the food was good.
Overall, while the hotel was clean and breakfast service was excellent, the experience was negatively impacted by poor communication, unavailable amenities, and unprofessional staff behavior.