Suites Del Carmen

The bed was comfortable, though the pillows were stiff. The place is modern and clean, the staff fairly friendly, and the location is good. But after two weeks there, I wouldn't recommend staying more than one night. There’s poor sound insulation, so you hear other guests. The shower has no door and floods the bathroom every time, and when I mentioned it, nobody responded. I asked how often they clean and was told they aren't a hotel, and cleaning costs $230. I was also told to buy my own toilet paper and garbage bags at Chedraui down the street. When I asked about a laundry room, they said there wasn't one, although there are at least two on the premises. They ignored me when I asked where I could do laundry. If they aren't a hotel, as I kept being told, they shouldn't charge hotel prices.

The bathroom flooded because the shower drain was blocked and the floor was badly designed. When we told reception, they fixed the issue but didn't even apologise. The hotel itself and our clean room were nice, and the staff seemed fairly pleasant when we arrived. Then, at 1:30am, loud knocking woke us, and someone tried to enter our room. We were startled and scared. Reception said it was an employee checking the room at that hour, which seemed very suspicious. We brought it up the next morning and got a rude response from a male staff member, with no compensation offered. There was a serious lack of communication among staff, poor customer service, and little regard for guests' privacy. We won't return. Don't stay here if privacy and customer service matter to you.

The staff are very nice, and I got hot water on the days after my first one. The location is great, the bed was good, and the Aircon worked well. Still, lots of details need attention. The waterfall shower sprays the whole bathroom, the bathroom door won't close, and the kitchen needs a towel or paper towels. I'd give it 3 1/2 stars if I could. At first, it seemed like they couldn't manage toilet paper, hot water, or working key cards. The dead bolt wouldn't lock, and I went down twice for toilet paper but no one was there. It's an odd place.

The rooftop view is incredible, and the neighborhood is really quiet. The rooms are comfortable, too. The personal service made me feel at home during my stay, pampered and protected.