Hotel Chocolate Deluxe

The rooms are spacious and beautiful, with a very Mexican style, and the area is quiet and feels safe. I brought my children and felt completely comfortable with them there. There were cockroaches, but they were all dead. The city views are some of the best. Five stars, I’d highly recommend it, and you may end up wanting to stay longer.

Alma at the front desk was rude and inattentive, and when we asked to speak with a supervisor, we were told they had left for the day. We asked Alma to have taxis ready at a specific time the next morning, but she didn’t call them and we missed our airport transportation. The hotel’s own ride wasn’t available until after 9 a.m., so we had to arrange our own. Service at breakfast was also slow and poor, with only two tables to handle. The promised American or Continental breakfast was actually cold chilaquiles at another location. They advertise complimentary breakfast, but that wasn’t what we got. The room was missing basic things. The TV didn’t work until they fixed it the next day while we were trying to get ready. There were only two towels plus one bath mat, no safe, and no phone to call reception. The shower drain was clogged, water spread across the floor and soaked our belongings, and the staff didn’t apologize when they came to fix it. There was no toilet paper, and when we asked for some, they had to call a supervisor before giving us any. The hallway doors had no seals, so air made them bang and rattle all night. Alma said they had no other pillows, even though these were too big to sleep comfortably. And this is a house, not a hotel close to the plaza. It’s far from Teatro Juarez, not a two-minute walk, and inconvenient. Don’t let them fool you. I wouldn’t come back. It was the worst experience, and Alma didn’t try to make it better.

The view is the one impressive thing, though you could just go to Pipila for a photo. The room gets suffocatingly hot during the day and has no fan. There were no plugs for lights, only outlets in the bathroom and by the television, which made charging phones difficult. I wouldn’t recommend this place to anyone working remotely. There wasn’t even toilet paper. Checkout was uncomfortable too. A manager checked the refrigerator to make sure we hadn’t taken anything and asked why a towel was missing. My mother said it was near the sink, and we even offered to go upstairs with him to check. The hotel only had two regular towels, one for the mat and one for hands, so the question offended us. When we arrived, things were chaotic at the Chocolate Suites reception. We planned to leave our things in the car until check-in, but the first woman said we could go to the room before 3 p.m. The second receptionist said that required an extra charge, after we’d already brought everything in. Then the first woman tried to charge me again, even though I’d told her I’d paid; the second woman confirmed the payment. I was considering two stars, but after thinking it over, I’m giving one. This feels like a tourist scam. For the same price as a 3.5 or 4 star hotel, it offers none of those comforts. If you want somewhere more welcoming, stay downtown.