My girlfriend and I stayed on March 12-13. When we checked in reception gave us a room on a floor of the hotel that was undergoing major construction. There was construction noise, dust, and loud music. There was dust all over the stairs, in the halls, and elevators - a total mess! Also, the room we were given was very outdated and musty. When we returned to the front desk, reception treated us poorly when we asked for a different room. We noticed that there were no cars in the parking lot and all the key cubby holes at reception were full. The hotel was clearly empty. We finally got a better room, but it took some arguing to get it done. After spending the day and evening in town we returned to the hotel at 10:30pm. The construction crew were still working and making noise and dust. We returned to our room and tried to order two piña coladas and two waters. We were told that room service closes at 10:00pm. Construction all night, service ends at 10:00!!!!!!!!!!!!!!!!!
We went to reception to ask for two waters. They sent us to to restaurant, which was still open, but was not serving food. The restaurant guy said we can get water from reception. We told him they sent us to him. He called them and sent us back. They told us there is no water, and we have to catch a taxi to town to buy water. There were three people working at reception, two doing nothing. After five minutes of negotiating, they finally agreed to get us water. WATER!! We had to negotiate for water!! The bell hop went to get the water and returned in less than a minute. Water was clearly readily available. The guy at reception rudely demanded 20 pesos for the water. I paid and he filled out a lengthily receipt which I had to sign. By that time I was so annoyed I pushed it back at him when slid it across the reception desk to me. There is a reason that this hotel is empty. The staff have no clue about customer service. If three reception workers can't manage a customer request for water, you have hit rock bottom in hotel customer service!
- Official Description (provided by the hotel):
- Montetaxco is a hotel inspired by the stunning natural and colonial scenarios of Taxco. ... more less
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