Casa Prim Hotel Boutique

There’s basically no in-person service here. After sunset, nobody is at the front desk, the phone goes unanswered, and you’re told to contact the hotel through WhatsApp. The shower pressure is poor, there are no rooms available during my dates, and I found nothing of value within walking distance. This doesn’t feel like a real four-star hotel, and I’d tell people to choose another neighborhood and hotel. I’m staying here now, and from the start I’ve been dealing with scheduled construction noise. When I asked why I hadn’t been warned before or during booking, I got a basic apology. It’s Christmas week, and hammers, drilling, and shouting wake me up. I found another review saying renovation work was happening ten months ago too. I had a minor injury and called the front desk for Advil or Tylenol. No one picked up, and no one was there in person. On WhatsApp they said they don’t provide medication. When I hobbled back from a store with Tylenol and asked for ice, I was told construction meant they had none. They couldn’t give me even a bag, cup, or bowl of ice, so I had to go out again and ask a nearby restaurant. I went sightseeing and out to dinner with friends one afternoon. When I returned late, someone had changed my linens. That really disturbed me because at check-in the hotel said linens aren’t changed more often than every three days for environmental reasons, and I hadn’t been there three days. I’d also seen another review mentioning cash and belongings stolen from the safe. I suspect someone entered my room to check what valuables I had and take them. If it was routine cleaning, I’d have expected it in the late morning, not late afternoon. I called the front desk again with no answer and no staff member there, then messaged on WhatsApp and got another basic apology. You’ll get your stuff stolen once they see you leave your room for the day.

The location is great, right in the heart of Mexico, and the rooms are very cozy. It’s a nice boutique hotel. Service could be better, though. Some staff members don’t seem able to understand what guests expect, even when it’s explained in Spanish.

Casa Prim is adorable and decorated so nicely. The room was clean, the location is great, and the staff are incredibly friendly and provide good service. I enjoyed my stay and would come back.

The lobby is lovely, and maybe some of the other rooms are nicer or cleaner than the one we got. I expected a bit more since this is a four-star hotel. We booked a queen room through CapitalOne but were given a full bed. It wasn’t a big problem since we had an early flight, but it would help if the room details were consistent across booking sites. There was a Nespresso machine but no pods, and no fridge either. The bathroom needed a deep clean. There was hair and lint around the vanity and in the shower, and pink, goopy debris was clogging the rain shower head. We cleaned that off before bathing. The bathroom would also feel quite tight for a bigger person.