Museo Casa Grande Tours

Overall, the hotel itself was nice and we had a good stay, but there were a few disappointing issues. We specifically paid extra for a room with a Zócalo view, but unfortunately the view was blocked by construction related to the World Cup preparations. The biggest issue was the noise. We were told the construction wouldn’t be a problem, but there was loud construction going on until around 2 a.m. every night we were there, making it difficult to relax and sleep. We also felt at times like the staff was avoiding us when we had concerns, and we noticed other guests seemed to receive better attention and service. Other than that, it was a good stay. I just wish they had been more upfront about the construction and noise, especially since we paid extra specifically for the Zócalo view.

Everything was almost excellent throughout our stay, until the very end. At check-out, we were genuinely shocked when the housekeeping team asked us to pay an additional fee because one of the face towels had a sunscreen stain. This was completely unacceptable and left a very bad impression. Charging a guest for a used face towel simply because it had sunscreen on it is unreasonable and, in our opinion, not the level of service expected from a reputable hotel. Towels are meant to be used by guests, and dealing with normal stains such as sunscreen should be part of routine housekeeping. What was otherwise an excellent stay ended on a very disappointing and unpleasant note. This experience made us seriously question the hotel’s approach to customer service and its treatment of guests. Unfortunately, this incident is something we will remember and consider when deciding whether to stay here again.

The best location in the city, beautiful neighborhood, very safe, clean, and full of amenities.