Aohom Santuario Hotel & Spa

The host was drunk, lol. Easily the ugliest, worst place I've ever been.

Paty was a huge help, from showing us to our room to finding us food even though we were rushing to an event. She left everything spotless. The hotel is a little run-down, but it worked for what we needed, just somewhere to sleep. The waitstaff were attentive and excellent. Reception was the low point: they never seemed to smile and looked grumpy, though I guess sometimes that depends on how you approach them. 🫶🏻✨🙏🏻 The pool was dirty, with no heater, and didn't seem to be maintained.

The breakfast was delicious and the staff were very friendly, but I'd never stay here again or recommend it. For what you pay, it's awful. Everything is cramped, and the place clearly needs repairs. Our tiny room had almost no space, and the bathroom had only a little mirror. One towel was basically a piece of cloth sewn in a hurry and didn't dry us at all. Some rooms look onto the parking lot, and we had to keep trying to get privacy behind an old curtain that was cracked along the edges. There isn't enough parking either. The whole place feels small and cramped. 👎🏻❌

The heated pool was a nice part of the stay, but the rest left us feeling taken advantage of. Relatives who only came by to say hello, without staying or using the pool, were charged $300 each just to see us for a few minutes. On our last day, we brought drinks through reception openly, then staff later demanded a $300 “corkage fee,” saying outside drinks weren't allowed. When I asked where that rule was posted, they couldn't show us a sign or document, and there was nothing in the room. At check-in, they'd even said ordering food through Uber Eats was fine. When I asked about the fee, they just said, “Are you going to pay it or not?” It felt like a way to get extra money from guests. We had booked two rooms 10 months ahead, but were told on arrival that one had been canceled, though I hadn't canceled it. Reception were very unfriendly and said they could do nothing. Only after we kept pushing and they spoke with someone higher up did we get the room. The welcome was uncomfortable from the start. The room itself didn't look like the photos. The property seemed run-down and poorly maintained. Of four towels, only one was usable; the others were so old they barely absorbed water. It gave the impression that money comes in but isn't put back into quality. Breakfast was supposedly included in the rate. We were two families with four children, but the included food was only very basic chilaquiles, and protein like chicken or egg cost extra. There were no real choices for the children: they were given one egg, bread and butter, with no beans, side dish, or drink. Coffee was the only thing included. So breakfast for the kids was basically half a roll and an egg, far from what you'd expect from an included meal. Another family with us had a triple room and paid for an extra child, but got no extra bed or other arrangement. They paid for another guest who had nowhere to sleep. One morning the power was out for several hours, and nobody explained what was happening or offered help. Hotel Aohom Santuario, Jiutepec, Morelos seems to focus on nearby events and weddings, while showing little respect for guests or interest in having them return. The charges were excessive, the facilities neglected, the policies unclear, and service disappointing. We won't be back, and I wouldn't recommend it to anyone wanting a peaceful, fair stay. If you made it this far, I'd sincerely advise against staying here. The customer service felt abusive and completely unprofessional.