I am a certified hotel inspector in my country so I guess I can say that I have a tough view. I notice everything. I stayed at this hotel for 3 nights.It is located in the heart of downtown Cancun city not tourist trap strip. Very colorful area and very true to Mexico. I arrived rather early about 8 in the morning and was surprised to be greeted by a young woman Edith who is a real multitasker. Her smile set the pace for the visit. She helped the young lady receptionist with my registration. I could tell that the receptionist was a bit slow and unsure of how to welcome me, she did not smile and told me No ALOT. Edith quickly found solution and answers to my questions, she gave me local information and maps.To this, the receptionist rolled her eyes. Edith also helped me with my luggage and escorted me to my room. The rooms are modest but comfortable and very clean. After I unpacked I visited the pool area and watched as again Edith greeted other guestes. I though she was a waitress because she helped serving meals and took breakfast orders.All the while smiling and knowing guest names. I realized guests as well met with her to say goodmorning and hugged her. Wow, I thought this was something special. This young woman gave a true personnal touch to the guests making us feel special and very welcomed. later I had a moment to talk to another guest who told me that Edith is the Quality of customer service director, I wondered if she was the only member of administration because I did not see anyone else. I look very anglo and I think this is why no one expects me to know spanish, I sat in reception waiting for my tour guide to arrive and listened to an older woman complain in reception, She and the receptionist spoke very poorly of Mrs. Edith. Saying that when the boss would arrive, Edith would be fired for being Stupid.......I find it funny how negative persons are threatened by good persons who shine on the job. It is also sad that I had to hear how these two ladies expressed themselves. IT WAS NOT PROFESSIONAL. Never the less I went about my day. When I returned, I again forund the older woman in reception complaining. I later went ot the restaurant and again found this woman complaining that administration did nnot know anything. THIS IS NOT A TEAM EFFORT. I did not like her negativity. I have no personnal ties to Mrs. Edith, Lets make this very clear. I also only spoke to her 2 times during my stay. As a guest to this hotel, I found Mrs. Edith to be very productive, positive, educated, and a great asset to this hotel. As a matter of fact if anyone were to ever fire her, this would be a mistake. Before leaving, I asked Mrs. Edith if she would ever be interested in moving to another country, I figured, well if she ever needed I job, I would hire her. She explained her loyalty to her job, co workers, and boss. I was impressed and decided this comment was needed on Trip Advisor. Good employees are hard to find, EXCELENT employees come once in a great while.
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, HostelWorld, Expedia, Hotels.com, Priceline, Hotwire, Orbitz, HotelQuickly, Travelocity, Cheap Tickets and TripOnline SA so you can book your Hotel Hacienda de Castilla reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.