2/10 Poor
Apr 7, 2025
Absence of accountability
The hotel booked a quincinera directly below the guest rooms. There was a dj screaming and booming music that had the walls shaking from before 8pm until after 2pm. It took over an hour to get our kids to sleep. When the craziness was continuing after 10pm we complained in person at reception and solicited help. Four times the employees said they asked the party to be quieter and four times it got louder. The employees refused to take any actual action to remedy the situation. They couldn't even find ear plugs. Their only offer was to move us to another room (where the music was still booming, but we would have had to wake the kids to move them). Insanely frustrating to go a night without sleep. We are requesting a refund. Worst customer service I've ever seen. There is a reason hotels are not usually located directly above night clubs.
Verified traveller
1-night trip
Verified Hotels.com guest review
