Upon arriving, and after numerous emails with Jorge and having received email confirmation of my reservation, I was coldly told by the front desk woman (Thurs. June 28am) that my reservation had been cancelled. She then stared at me and said NOTHING. Hello? I explained that I had paid for my reservation and had email confirmation for such, at which time she REPEATED that my reservation had been cancelled. Which forced me to then ask, so, well, do you have any rooms?... what do you expect me to do now? She turned, said nothing and proceeded to click away on the computer. After a bit of time she said she had made me a new reservation but the room would not be ready until after 3pm. cold, cold, cold. I am trained and skilled in customer relations and I found her professionalism and demeanor to be a detriment to the hotel. It was not a pleasant introduction. (In contrast the other front desk woman over the weekend (the woman who worked Friday night/Sat was lovely, professional and an asset to the establishment).
The room was a disappointment. The furniture, although old, (and I don't have a problem with old) is somewhat dysfunctional and either needs to be repaired or replaced. The rug on the floor was covered in lint and debris (obviously not vacuumed). There was no hot water in the bathroom upon my arrival to the room and the shower head was so clogged with mineral deposits that the water came out only in a trickle. I asked to have these things checked and it took hours for this to occur. After traveling for two days, and in need of a shower, and after my rude reception, I was ready to find other accommodations. Unfortunately I was unable to find another place on short notice and stayed, although I cut my trip short as I pretty much had enough. My particular room was extremely moldy and I ended up with a miserable sinus infection due to my allergies to mold. Suffice to say, I spent as little time as possible in the room and when there kept the windows wide open.
The internet wifi worked fine, and otherwise, the staff were friendly and pleasant. Other rooms at the hotel may be a lot nicer, I did not see them.
The location is good, the establishment feels very safe.The common areas are very clean and the gardens are beautiful. But, given the number of other hotels, hostels and B&B's, I would definitely not return and will look elsewhere when I am in Mexico City again.
The continental breakfast consisted of coffee, juice and somewhat dry white bread with butter and jam. The second morning, I did receive sliced bananas as well. Given the price of the hotel and the low cost of lovely Mexican pan dulce I would think they might offer something a bit nicer in the way of continental breakfast. I did not order a full menu breakfast so cannot comment on same.
Be aware that if you make a phone call (actually, pick up the phone to dial, whether or not your call actually connects to an individual) YOU WILL BE CHARGED FOR THE CALL after three rings. I was only told this after questioning the charges on my bill. I had to make a call within Mexico (the individual was not home and no answering machine) and I was charged for each attempt as if I had spoken to someone. No one at the front desk let me know about this. It was an expensive mistake. I asked for some compensation and was told no, and that the whole world operates on this system. Really? (Once again I was speaking with the Thurs 28am front desk woman, which was unfortunate).
I had been very much looking forward to my stay at Casa Gonzalez given the reviews that I read, but will assuredly not stay here again. I'm not rich, I don't need fancy or need to have staff waiting on me hand and foot. But I do feel rather deceived. I believe that if the owners of this establishment want satisfied customers they need to live up to the description of the hotel that they put out on their website.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I thank you for taking the time to write such a detailed review, we always appreciate your opinion.
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It makes me very sad your stay at Casa Gonzalez was not good. We have been working very hard towards establishing procedures and training personnel. Your review is motivation for us to work harder and pay much more attention to the details you mention.
Just for the record, you stayed in our least expensive single room (room 117), it's about $34.00 USD per night (including taxes and continental breakfast).
I am sorry you were upset with our phone billing procedure and apologize for the (wrong) answer that was given to you by the lady at the front desk. Our phone rates are among the lowest (calls to the US and Canada are about 35 US cents per minute). I do want to point out that calls answered by answering machines are charged from the moment the call is answered.
Your total phone bill over your three night stay was about $6.00 USD. I will personally review what you were billed and we will issue an immediate refund if we have a mistake.
We have already taken action regarding the lady at the front desk to ensure what happened to you will not happen again.
We hope to have the pleasure of having you stay with us again on another time so we can change the bad impression you have of Casa Gonzalez.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.