Hotel in zona Mazatl Park, Cuernavaca

The restaurant service had in the one hand, very nice waiters and waitresses but also had an incredibly unprofessional and disrespectful waiter (Damian). His approach to being a busy waiter is that the clients have ”to accept that breakfast will take about 30 minutes to be served” ” to be quiet to allow him to explain his perspective about how to request the breakfast to get a better price or else, assume to be charged more” not to mention that he told us there was no orange juice while other waiters were serving it to other tables all those 2 hours we were there. At the end, we waited 2 entire hours from the moment we arrived to complete our breakfast and an incredibly bad taste for our first vacation day. We spoke with the restaurant manager and while we got apologies and a very nice treatment by all the other staff members the following days, the last day of my stay (business portion of my trip) and to my dismay , when a very important professor with whom I was sharing breakfast asked this same waiter if they could please serve her breakfast as they were taking long and as we were going to be late, his response literally was ””well I'm sorry but you will have to wait as much as needed to get your food”!!!!!!! As I am spending so much time writing this negative review, I hope you can appreciate that if I do it is because it is very upsetting to spend money or the money of companies or institutions that pay this hotel to host their guests to be treated and talked in such an unprofessional way while it is also sad that the hard work of all the other staff members is tainted by one really unprofessional waiter.

Hotel carino, pulito e moderno.Grande posizione.Buona cena e eccellente Ma ospiti rumorosi e rumorosi.

Molto buona esperienza, dal momento che ci hanno ricevuto il personale per il check in abbastanza bene molto attento la mia camera tardi un po ' ma ci hanno permesso di essere nella zona ristorante e ostello mentre ci hanno dato la nostra camera molto buona servizio per fortuna. In ristorante ci chiediamo dei snacks mentre era il tempo di attesa delizioso per fortuna. Le camere sono molto bene, pulite e confortevoli, vicino al centro tutto eccellente. Sono sicuro che torneremo.

Siamo arrivati alle 12 della notte, il valet ha detto che la macchina era tutto aperta, il che era falso, ma gli ha messo aperte in tutto il biglietto, quindi meglio lo parcheggiamo noi, senza sconvolgere. Alla reception ci hanno dato una stanza fino alla fine del mondo senza spiegare che si deve prendere un altro ascensore e non quello che è lì, ci siamo persi e siamo tornati alla reception ci hanno già indicato dove. In quel momento ho chiesto la mia fattura che ovviamente non hanno mandato, parla anche al telefono e sono rimasti in carica e non sono ancora arrivati. La colazione non voleva lasciarci finché non siamo andati alla reception per i passaggi che non ci hanno dato la notte precedente. La camera mini, un terribile calore e la finestra non si può aprire. Pensavo che per essere Holiday Inn fosse una garanzia di buon servizio e strutture, ma non. Tutto il posto ha bisogno di rinnovare, questo vecchio e polvere. Se mi piaceva la pecora.

I stayed at the Fiesta Americana Hacienda San Antonio El Puente Cuernavaca for a wedding in October 2023. I am supremely disappointed with my experience at this hotel. For starters, their online booking system is a nightmare. Second and most importantly, when we arrived the staff let us know we had two rooms booked for the same night, one in my name and one in my husband's name, both under my credit card. Obviously this was their doing as my husband NEVER created a second reservation, no less he would NEVER use my credit card. I kindly told the staff that this wasn't possible, that I never booked a second room for the same night, and would like to cancel this. To which they said that their cancellation policy requires that you give them 3 days notice, so they could not cancel nor refund me. How was I meant to know about the two rooms 3 days in advance, given that I never made two reservations??? We went back and forth, but they would not budge. They REFUSED to refund me even though THIS WAS NOT MY DOING! So now, I had to pay twice!!!!! What's more, they made me feel like they would handle it by the end, and NEVER told me they would actually go through with the second charge. But low and behold, my credit card statement shows charges for two rooms on the same night. Outside of this egregious experience, the rooms are just okay. We blew a fuse the first night with the hair dryer, and weren't provided robes. For the price you pay these small details go noticed. Finally, to top the experience off, we were coming back to the hacienda in the wee hours of the night after the wedding and the doors were shut and locked. We tried knocking as we heard rustling behind the door but the staff did not let us in, saying we were rude for knocking! How else were we meant to be let in?! Eventually after telling them we had kids with us, they let us in, but not after at least 10 minutes of deliberation. Overall, this experience was absolutely the WORST part about our stay in Mexico. Everything else was really great - but sadly this has tainted our experience and I can definitely say I will never return to a Fiesta Americana again.