We stayed at this hotel in November 2007 because we were unexpectedly too tired to drive any further that day and found this hotel in the AAA book as we were driving.
It is superbly located on a hill. We had a fabulous view of Culiacan from our 3rd floor room (room 330) which is a corner room with windows on two sides. The room was comfortable, large and quite upscale in decor. WiFi was complimentary and worked well. We had a good convenient and secure parking spot. If it hadn´t been for the service issues, we would have considered this a good travel experience with a few minor issues (such as the lack of a coffee maker in the room).
But, unfortunately, service/management issues spoiled the whole experience for us. The staff, while pleasant, was poorly trained and seemed to have no sense of customer service. For $150 (1500 pesos) per night we can do a lot better than this.
1. The main problem we had was that they had a policy (which is now changed due to our complaint) that if you wanted to be able to charge things to your room you had to fill out a special form WHICH THEY DIDN´T TELL US when we checked in with our credit card. Since we were so exhausted we ordered room service, they brought it and accepted our signature and tip. As we were enjoying it and the view, phone calls began from the front desk in rapid Spanish, asking us to pay up or go down and sign this form. To make a long story short, it was difficult at first to find out what they wanted from us but they kept bugging us (about 5 phonecalls and 2 banging on the door). My husband finally said, in Spanish, "Leave us alone, we´ll sort it out in the morning¨ Anyway, all of this was horrible and spoiled what should have been a relaxing evening in this lovely room.
2. They didn´t give us a break on the rack rate even though we arrived at 5 pm and, supposedly, the only rooms available were suites. When we used to stay at their sister hotel, the Santa Anita in Los Mochis, they always gave us a free upgrade if one was available when we checked in. Also, they only gave us one breakfast voucher and made us pay for the other one. This was very chintzy considering that it was the most basic of continental breakfasts (not even boiled eggs or hot cereal). The feeling was that they were "nickel and diming" us every chance they got.
3. We were barely finished our dinner when the room service staff banged on the door to get the dishes. Also, when they took away our dishes they took away the only two drinking glasses in the room. Since there was no coffee maker, we had only our water bottles. (We were not going to call the front desk and risk starting another flurry of banging on the door or phonecalls. Btw, there was no "Do not Disturb" sign to be found.)
4. When my husband checked out, the front desk clerk asked if the tv remote was in the room (i.e., did we steal it). I suppose I should be grateful they didn´t search our luggage and pockets.
On the good side, we had a good chance to practice our Spanish. I don´t think anyone spoke English. There´s nothing like having to argue to sharpen your linguistic skills. And the staff all seemed very nice and kind, just poorly trained. Also, the willingness with which the Manager gave us the name of the owner of the Baldachin chain suggested that there are policies that he himself would like to see changed.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.