Veracruz Boutique Puerta del Sol

The staff were really friendly, and the location is absolutely great. It’s a cozy place, very well organized. The room is basic, but has everything you’d need.

The staff were very nice and friendly, and they helped look after our luggage when we arrived before check-in. The room was lovely, modern, and clean. The location is perfect, with all the shops we needed nearby. It worked out really well for me, my son, and my partner.

The AC leaked all night beside the bed, soaking the side table, wall, pillow, and even the electrical outlet. We reported it at the front desk in the morning, but when we returned at 10:30 PM it was supposedly fixed and was pouring water. We had to wrap the unit in towels, and staff brought five or six more for the floor. We pushed the bed against the wall, but drops still fell right by my head. We slept terribly for two nights. At around 11 PM, exhausted, we were told there was no other room that night. They offered a move to another hostal or a discount for that night and a room change the next day. We agreed to the discount and next-day move, but when we left, they refused the refund, saying I hadn’t accepted the options. The option we accepted was the discount, not moving in the middle of the night, and they never honored it. The towels were stained and worn out, and the safe had no key, so it was useless. Two of the women at the front desk were rude and unhelpful. Never again.

We checked out the next morning and went to another hotel. We’re still trying to get our money back for the two nights we didn’t stay, after they offered a voucher for one night at their hotel. I’d never stay here again. Our room was tiny, nothing like the photos on the website. The bed filled the whole space, so we had to squeeze along the wall or climb over it to reach the other side. The room felt bare and shabby, the sheets were cheap and scratchy, and the whole stay was uncomfortable. We were given damp, worn, stained towels and cups with lipstick marks. One window had no curtain, so anyone could see in unless we shut the shutters, which left us with no light and made it feel like a closet. When we complained, a staff member came in to look and said he’d speak to the owner, but nothing happened and we weren’t offered another room. The staff didn’t help resolve it or make us comfortable. This feels like a problem with the hotel itself, not just a one-off room issue.