Staff is the issue
Reviewed 7 December, 2020
We were driving from Cancun to Mexico City so we stopped at Villahermosa to rest, we travel with our pet so I had called earlier to find out the cost of the night for my dog and they said its 250 pesos which it seems fine to me. We arrived around midnight, the person who received us in the parking lot was totally rude, he had no manners to treat us, he was speaking in a loud tone so my pet go nervous and barked at him, so he said well then just park your car there and said we needed to pay for the dog which we already knew, he went quickly to the front desk to let them know we had a dog. That made me upset because we already knew we had to paid but instead of him been worried about giving good customer service was only checking that we did paid for our dog. Front desk service was really slow, the person there had a bad attitude, sincerely the hotel is not bad but I can't believe that staff behaves that way. In Cancun the Staff is so much nicer, they are thankful for having guest to service after the pandemic hit the industry so hard. I will definitely not come back to this hotel.
Need to train your staff.
Reviewed 27 November, 2019
I stayed over this hotel from November 21 thru November 25th.
The hotel is nice, the staff needs a lot to be desired.
1) No hot water. Every time I called the Front Desk, nobody was there, no one answered. So I showered with cold water. It happened every day.
2) Waiters in the restaurant were talking amongst themselves. We had to call them for service.
Let me remind the owners/managers that a hotel is as good as its employees and service, decor and ambiance takes a second place.
Reviewed 30 July, 2019
I tried to use the wifi on two ocasions, both terrible.
On the first night, they told me to come down to the lobby in order to use the hotel wifi.
On the second night, they simply told me that they were having trouble with their wifi
In the heart of downtown
Reviewed 29 April, 2019
If you wish to be in the heart of downtown and a few minutes walk away from the river, then this is a good option.
We arrived after 5:00 pm and our reservations couldn’t be found. We were asked to have a seat while things were being sorted out.
Our reservation was found after a while however they didn’t know if a room was available. Again we waited.
In the main lobby there was a table with flavoured water and popcorn. We helped ourselves and enjoyed the snack.
Again, after some time, one of the ladies at the desk rang her bell a few times to summon us to the desk.
Our room was ready and we were given our wifi password and key. We weren’t offered any help with our bags or any directions on how to get to our room or which elevators to take. There were no apologies for the wait or confusion with our reservation.
We found our room after a few missteps as we saw no one in the halls to help.
Room was spacious and clean and the a/c works well. Shower wasn’t hot, lukewarm. Nice towels, plenty of toiletries and a hairdryer.
Room had a safe and an ironing board as well as tv, refrigerator, desk and bottles of water. Wifi works well. Bed is comfy.
There is a restaurant attached to the hotel and we decided to have breakfast. Bright and spacious with music and a smile when we arrived.
There is a buffet however we opted to order from the menu. We were offered coffee and tea while deciding. One coffee mug at a chip where you put your lips and we asked for another mug and the waiter hesitated before finding another.
We asked for the American breakfast. A plate of fruit arrived first and then after a few minutes two fried eggs. We waited thinking the rest would appear. After a few more minutes we managed to catch the attention of one of the waiters and asked where was the rest of the breakfast. The toast, juice, beans, etc.
He disappeared quickly and a few minutes later returned with the eggs, some beans and fried plantains.
Still no toast or juice. Again we looked for a waiter who eventually returned with juice, butter and jam. Still no toast. Salt and pepper aren’t typically on the tables in Mexico so we know to always ask for it. It never came.
About 10 min from the first egg delivery - and that’s how breakfast came to the table vs being served - toast arrived. The bread was delicious.
Never once did anyone apologize for not bringing the correct order or for the length of time it took to arrive.
The restaurant was half full, 5-6 staff and most diners were enjoying the buffet so serving themselves.
I am not one to complain and consider myself a gracious person. This hotel, compared to the many many we have enjoyed in Mexico, is missing the usual warmth and friendliness we have become accustomed to.
I would like to note we met a chambermaid in the hall and asked her a question to which she responded with a huge smile and went out of her way to answer us. How wonderful it would be to have her greet guests.
A medium range hotel
Reviewed 30 December, 2018
We stayed at this hotel for one night as a part of our tour of Mexico. The hotel is clean, the rooms in a good condition, and the stuff helpful enough with a limited knowledge of English. Dinner was poor and breakfast pretty standard. It's more like a 3 star hotel,what you expect in a city like Villahermosa.