Hotel & Spa Luna Canela Boutique

Our rooms were fine, but nothing stood out, and they definitely didn't feel like four-star rooms. A vacation we badly needed to be restful got off to an awful start. We arrived at 3:15 pm and didn't get our rooms until 5:45. There'd been a private New Year's Eve event, and its guests were still checking out. We could understand that, but we'd spoken with the staff the day before and nobody mentioned a late check-in or that the restaurant wouldn't be operating because of the event. They kept telling us to hang on and that our rooms would be ready in "10 minutes." That went on for two and a half hours.

The next day, we said we weren't staying the extra nights and asked for our money back. We were told the booking would be canceled and refunded, but it never happened. Two weeks later I drove back to the hotel to ask again. The manager, Antonio Ortega, gave me excuses, wouldn't let me explain what had happened, and said the funds would arrive in two to three days. I'm still waiting. They lied to us to keep our hard-earned money. I don't recommend this place; go somewhere with honest people instead. The stay itself was awful. Check-in was at 3, but we arrived at 4, and by the time we reached our room, changed, unpacked, and looked around the meager room, it was almost 5 and everything was dead. The poorly maintained pool was cold, there was no staff around, and the restaurant, bars, stores, and Spa were all closed. This was February 13 in what was supposed to be a top romantic spot in Puebla. When we asked the receptionist what was going on, she said the nearest place was about a 10-minute drive away, and it was a convenience store. We asked about the Spa, and she said she might be able to get someone to come do something. She did, and I wish she hadn't. The treatment was poorly done, very expensive, extremely short, and took place on a dirty bed, with girls who had no uniform.

We had a comfortable room and really liked the customer service. The pool was colder than we'd have liked, but we still enjoyed our stay and plan to come back.

We left the bottle in our room while going to check out, and asked the person at the front to have someone move it to the beach area. Then staff cleaned the room and said there had never been a bottle there. That's a lie. It was a bottle of gin that was about 80% full. This isn't about the money, it's the principle. Sharing this so others know to be careful if they decide to stay here.