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“This hotel stole my money.” 2 of 5 stars
Review of Puerta Paraiso Hotel Cuernavaca

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Puerta Paraiso Hotel Cuernavaca
3.5 of 5 Hotel   |   Avenida Domingo Diez 1099 | Col. Empleado, Cuernavaca 62250, Mexico   |  
Hotel amenities
Ranked #48 of 65 Hotels in Cuernavaca
Mexico City, Mexico
1 review
1 helpful vote 1 helpful vote
“This hotel stole my money.”
2 of 5 stars Reviewed November 6, 2010

This hotel charged my credit card with sizeable amounts of money AFTER I had left Cuernavaca and lied about my signature being on the credit card form. Even though they admitted their mistake, they claimed to be unable to simply refund the money. They have been unhelpful in this matter and I have had to take it up with my credit card company, which is taking a lot of time. Do not stay here. The rooms are also less than comfortable, the bathroom smelled unpleasant and everyone walking past can ee right into your room, unless you close the curtains all day. The restaurant, however, was quite good, but thats it.

  • Stayed August 2010, traveled with family
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
suitesparaiso, Director de Relaciones Públicas at Puerta Paraiso Hotel Cuernavaca, responded to this review, December 15, 2010
Dear Guest, I very much regret what happened during your stay, we have taken steps on the staff with which we, as this was an oversight on our part, as was reported this situation to the bank to no longer engage in this type errors.

I tell him that we are constantly improving processes with expert consultants in the hospitality and quality customer service.

So this time we fix our mistake by offering to contact our sales department directly provide a benefit for you to check that these faults have disappeared. Because although we are not a Hotel with Gran Turismo category, but if we are within our first 4 star category.

Again we ask an apology for what happened.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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57 reviews from our community

Traveler rating
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    19
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Rating summary
  • Location
    3.5 of 5 stars
  • Sleep Quality
    3 of 5 stars
  • Rooms
    3 of 5 stars
  • Service
    3 of 5 stars
  • Value
    2.5 of 5 stars
  • Cleanliness
    3 of 5 stars
Traveler tips help you choose the right room.   Room tips (3)
Date | Rating
  • English first
  • Spanish first
  • Any
English first
mexico
1 review
2 helpful votes 2 helpful votes
1 of 5 stars Reviewed February 7, 2007

This is the worst hotel I ve ever been. They don´t have personal security. My bag was stolen inside my own room. They have non sense of customer service.

Stayed February 2007
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
suitesparaiso, Public Relations Manager at Puerta Paraiso Hotel Cuernavaca, responded to this review, October 25, 2010
In the name of to the hotel we want to deeply apologize, the hotel possesses now a new administration and new facilities we assure you that this type of problems have stayed in the past, we hope some day you give us the opportunity to have you here again
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mexico City
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
7 helpful votes 7 helpful votes
1 of 5 stars Reviewed January 29, 2006

We usually stay in 4-5 star hotels. Went there because it was really late, we were with kids, and were told the place was completely remodeled. The room look like a cheap motel , carpwt was disgusting, the people at the reception were really rude and not interested in accomodating us. Even after we complain about some issues, they did not care. The checkout bill was just as high as a 5 star hotel. Service was awful, they even wanted to charge us for a crib. The water at the pool was dirty. Please avoid this hotel. The funniest thing was that they gave us at checkout a 15% coupon for next visit. Will never happen.

  • Stayed January 2006
    • 1 of 5 stars Value
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
suitesparaiso, Public Relations Manager at Puerta Paraiso Hotel Cuernavaca, responded to this review, October 25, 2010
In the name of to the hotel we want to deeply apologize, the hotel possesses now a new administration and new facilities we assure you that this type of problems have stayed in the past, we hope some day you give us the opportunity to have you here again
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
A TripAdvisor Member
1 of 5 stars Reviewed June 3, 2003

The Hotel was not organized - our rooms weren't ready when we arrived at 5:30 p.m. even though they claimed check in time was 3:00 and were not what we had expected. The site for the hotel advertised air conditioning which the hotel did not have - our hotel confirmations included a complimentary breakfast which they denied and did not give us. The front office employees were not pleasant nor accomodating. We were a group of 5 couples and we were supposed to stay two nights, needless to say we left the next morning and returned to Mexico City where we had been the previous two nights at the Sevilla Palace hotel which was a pleasure to stay in. I do not recommend this hotel to anyone.

Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
suitesparaiso, Public Relations Manager at Puerta Paraiso Hotel Cuernavaca, responded to this review, October 25, 2010
In the name of to the hotel we want to deeply apologize, the hotel possesses now a new administration and new facilities we assure you that this type of problems have stayed in the past, we hope some day you give us the opportunity to have you here again
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Puerta Paraiso Hotel Cuernavaca

Address: Avenida Domingo Diez 1099 | Col. Empleado, Cuernavaca 62250, Mexico
Location: Mexico > Central Mexico and Gulf Coast > Morelos > Cuernavaca
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Restaurant Room Service Swimming Pool
Hotel Style:
Ranked #48 of 65 Hotels in Cuernavaca
Price Range (Based on Average Rates): $
Hotel Class:3.5 star — Puerta Paraiso Hotel Cuernavaca 3.5*
Number of rooms: 116
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Also Known As:
Paraiso Hotel Cuernavaca

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