Let me be quick and get to the point.... There are two people running this place, one is a woman from Hungary, she is very nice and was very helpful but she disappeared when we needed her the most.... the other one is a Local guy who could actually be her boyfriend he has NO manners is not useful AT ALL and probably has no EDUCATION either, oh yeah also a receptionist who seems to be sick and tired of customers....
We were given a room which it wasn't too bad... I mean no A/C mmm you might need it but anyways that was not the problem. The problem started after my wife went to take a shower and she found a bunch of spider nets in the shower and all over the wall in the toilet. As we do not like making a complaint we just closed our eyes and decided to let this matter pass.
My wife walked out of the shower, got dressed and then she wanted to lay down for a bit, at that point we were only there for 10 minutes max. As she lifted up the duvet we found 'crunched' bed sheets that seemed like it was used by prior customers who stayed in this room before we got there, for sure it was not changed after the prior customers left and for sure it was not washed for at least a week or so. We also found a lot of STAINS on the sheets, those we found very disgusting and for sure we did not let that one go by... so we went to the reception to talk to the nice Hungarian lady but unfortunately she was not there, we tried to explain to the receptionist what we saw...Like I've already mentioned above, we DO NOT like making complaints so we went to the reception and told her quietly so that we don't make a fuss or let other customers hear negative comments about the hotel. We asked her quietly if it was possible for her to change the bed sheets. Within a second she became very defensive and acted like we were attacking her; I truly believe that her reaction was caused by a lot of unhappy prior customers, so she was sick and tired of the same complaints and all she could do was make excuses for the hotel, instead of trying to help her customers and settle the matter. She kept on telling us that she was going to give us another room, to what we answered; we do not want another room since any other room would have the same problem... Therefore we asked her to just change our bed linen to what she replied that she was not capable of, since she could not leave the reception alone, also she does not know how to change them.... Interesting enough the other person in charge the LOCAL guy was watching a Football game only steps away from the reception desk... anyway, she called him up and he came to the reception, as soon as we tried to explain what happened, he also became very defensive and offended, and talking all over us, didn't even give us a second to say anything. He also told us that we should not be telling him how to run HIS hotel, and that if we didn't want to move to another room he would just give us back the money.... At this point we had enough of this useless receptionist and such a bad mannered Local Manager.
At no point we were trying to get a refund from them, all we wanted was a clean bed sheet that we believe every single hotels must provide to their customers. I mean that's what we pay for to stay at hotels no? Also, how bad is the management there that they don't even have anyone who is capable of changing the bed sheets? I cannot criticize their management skills but it's just a basic knowledge that they should have. As we were only going to stay for a night, we did not mind the condition of the hotel at all, however, we DID mind their poor attitudes, no hotel management skills, no customer service. The hotel was not booked fully for that day, if I were them, I would have just given them the washed bed sheets and kept the money, not just giving and throwing away the money that they have just earned from a customer. For sure if this Hungarian lady have been there, she would have reacted in such a different way, because she seemed to be only one who cared about the business and every penny they make. Unfortunately the other TWO couldn't care any less.
P.s. I've loaded up the photos that shows the state of the bed, just the way we found it.
- Reservation Options:
- TripAdvisor is proud to partner with Hotels.com so you can book your Hotel Luz de Mono 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.
- Also Known As:
- Luz De Mono Montezuma
- Luz De Mono Hotel