Fiesta Americana Hermosillo

The room was the main problem. The facilities are old and smelly, cleanliness was poor, the sheets smelled damp, and the bathroom hadn’t been cleaned at all. Customer service was good, and the location was perfect, with lots of places just a short distance away.

I expected more from a Fiesta Americana, and my three-night stay was below average. Noise came through the windows and door, and although I reported that the phone didn’t work, nobody fixed it during my stay. The laundry was the worst part: I sent nine T-shirts, including underwear and sports tops, but they were listed as shirts and charged at almost twice the price per item. I complained, but they said they couldn’t help because an outside company handled it. Since the hotel offers that service to guests, that felt very unprofessional. I hope this complaint gets them to pay more attention to customers.

On my wedding day I couldn’t even get a bottle of water from the hotel. I asked at the front desk, and after more than four people failed to get me one, I had to ask someone to go to the Oxxo. They also charged me 3000 pesos to take family pictures for 20 minutes, even though I’d called beforehand and was told it would be okay as long as everyone was staying there. I paid because I had no other choice. The grounds weren’t maintained, and they looked nothing like I remembered from even a year earlier. I used to love this hotel and booked it for business meetings in Hermosillo. I’d recommended it to friends and family for my wedding, but they were all upset too. Things have gone downhill badly. The room wasn’t properly cleaned: the bathroom mirrors were stained, and there was black dusty stuff on the sheets. There was constant construction noise, no water, and it took 20 minutes to bring my bags down. They wouldn’t return my bags, either. Afterward, I called about my kids’ boots and hats left behind, but the hotel didn’t have them. I’ve left important documents and shoes at Royal Palace, and they shipped everything to my home for free. That was amazing, and I recommended them for a long time. Now I feel bad recommending this hotel. It’s maybe a two- or three-star place at best, and not a cheap hole-in-the-wall room. I paid extra and still had a bad stay. We made it work, but it was a huge letdown, with no responsibility taken. I usually write two good reviews for every bad one, so I’m not a negative person. This was completely unacceptable.

The pillows weren’t the most comfortable for me, though that’s subjective. The rest of the stay exceeded what we expected: friendly staff, clean rooms, and great linens and towels. For the price, this is a really good hotel. There are also great restaurants and a bar in the lobby. I’d happily come back again and again.