I tried to be positive when I walked into this as the smaller hotel looks cool on approach and in the lobby. But even my Canadian bred best intentions went out the window after the disappointments started stacking. Do not let the famous title fool you. This place is overpriced for what it really is and the hotel does not live up to its image on the website by a long shot. Upon arrival on Dec 22 we were informed that the pool (closed) and entire beach front was under construction. As you can imagine my next question was when will it be ready. I was told next morning. When I attempted to check into my room I was told that it would be an hr before it would be ready. Being the kind of positive and patient person I am we moved into the dining area to eat after a long day of travelling. Food was ok. Server was great. When I was done I asked the concierge if we could go up to our room and I was told it would be another hr. That there was a personnel emergency. hmmmmn sounds fishy to me.. 2 hrs to turnover a room.
At this point I had taken it with a smile but now this was aggravating. With no where to retreat my family of 5 we sat in the lobby for another hr dieing to take our shoes off. Couldn't swim..couldn't go for a walk on the beach and I wasn't about to spend more money waiting on them. I kindly suggested to the concierge that this was unacceptable and asked that she bring her manager or provide me with some kind of compensation to remedy our already somewhat pain full introduction to the hotel.
She came back without her manager and offered me a 15 minute massage for 1. You know, I appreciated the fact she tried to do something but the $20 slap in the face I could have done without.
When we got to the room there was evidence of flooding and or water damage. There was no coffee, we didn't have enough towels. I asked for someone to bring up and they never came. Some of the furniture was rusting and the cable worked intermittently. Some of the light bulbs were out and when I turned on the bathroom faucet BROWN WATER CAME OUT. I was too tired to complain and I went to bed. The next morning there was flooding water in the main corridor of the 16th floor.( Kind of made me think that there were bigger problems on that floor other than just the "personnel" **please note that this was just an observation**) and to no surprise of mine, the construction was ongoing with no sign of it completing that day. Heres a suggestion; You have a website - how about you indicate the current problems on the website, maybe offer a discounted rate for the inconvenience instead of making a promise to your clients at a premium rate that you cant live up too instead of merely just filling rooms and dealing with it on the back end and letting the client eat the losses.
So, we went out for the day and used another hotels facility as my vision of laying on the beach does not include heavy duty equipment operation and diesel smoke as part of my relaxing ritual.
On my way out I kindly spoke to the concierge again and asked if maybe in good faith she could drum up 1 more of those fancy 20 dollar massages so that at least myself and my wife could benefit as it was clear that there would be no monetary compensation or upgrade vailable. ( I didn't think that was a lot to ask)
Upon returning she approached me and said that her manager said no. perfect.
When I asked to speak with him was unavailable and the meeting never took place as we checked out the following morning. In doing so I heard many other couples and families complaining and getting nowhere. I heard the front desk tell another client that the managers whereabouts, name and contact information was "confidential" and they could not materialize this so called manager.
Just to be clear; I love mexico with all its beautiful imperfections and I have been coming here since I was a child. This establishment failed miserably to even attempt to please its clients on a minimal level. I strongly suggest you do not waste your money here. Unbelievably disappointing and I will NEVER COME BACK or recommend it to any one in my circle. It has a nice view though. Salud.
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- Also Known As:
- Crowne Plaza Mazatlan Hotel Mazatlan