Casa Madero Rooms

The rooms are a good size, we enjoyed the facilities, and the place is very close to the center. Still, the customer service was poor. There isn't a proper reception, and when we arrived it seemed nobody knew about our reservation, which I'd made 10 days earlier. They didn't know the price either. We knocked outside for a while with no answer, so I had to call. We arrived early, but I don't know if anyone would be there later. We weren't given a front door key. You have to ring and wait for someone to let you in, and one rainy day I stood outside for several minutes. The internet was unreliable, and on the last day it kept asking me to log in. The website said the service had been suspended for non-payment. A bathroom bulb didn't work, and there were no bins or trash bags, even in the common areas, so we had to buy our own. My checkout time was later, but they shut off the electricity at 9:30 am, which felt incredibly rude and in poor taste. When I left, there was nobody there to hand the key to.

I had a confirmed Booking.com reservation made a month ahead, but when my family arrived, reception wouldn't honor the agreed rate. They demanded I cancel and pay a higher amount in cash. We had to leave and find somewhere else at the last minute, which cost us much more. The way we were treated was the worst part. The administrative staff shouted in front of other guests, called my family "scammers," and threatened to call security when we were only trying to use a legitimate reservation. Be careful, they don't honor their contracts and mistreat tourists.

From the moment we parked, staff came over asking what we wanted. We explained that our room was paid for, but they kept making us show the transfer receipt, even though we'd sent it two days earlier. Both the person who arranged the reservation and another person who called questioned whether we'd paid, right in front of us, even after seeing the receipt. It was so uncomfortable hearing them argue about where to put us. They eventually offered two rooms, one without a private bathroom and another by the pool. We needed to get ready for an event, so we took the poolside one. There was no hot water or soap, just a half-used bottle of liquid hand soap by the sink. When I asked about soap, the woman helping me said the room's unisex soap was also for showering. I didn't bother arguing. I just wanted to get ready and leave. Everything looked filthy and neglected. I couldn't bring myself to sit on the bed or anywhere else. After the event, I decided not to come back and found a cheap motel that was cleaner. The door didn't close properly, and the woman who handed over the room said it was better not to shut it. 🤔 I left without leaving anything behind. I lost the money I'd paid, which wasn't cheap, and was made to feel like she was doing me a favor. HORRIBLE PLACE!!! Find somewhere else.

The pool was dirty and full of drunk people, and there was no hot water. The three beds were hard, and one didn't even have a proper mattress. The room's only lamp didn't work, though it was still brighter than my phone. The damp smell was awful, especially in the bathroom, where it was strong enough to give me a headache. The smell in both places felt unsanitary. This is nothing like the photos or promises. Seriously, don't waste your money.