Collection O Hotel Lavanda Anzures

The room my clients were given was dirty, with mold, hair, and stains. They left after one night and were told they’d get a refund for the unused nights. They stayed on February 7, and I’m still trying to get that money back. We keep getting the runaround, and I haven’t been allowed to speak to a manager. It’s appalling. I’m a travel agent. My clients chose this hotel for its location and reasonable price, and its Expedia score looked good. They were shocked by how little customer service they received. I travel to Mexico often and have always had good experiences with Mexican people, who are kind and wonderful. This hotel left my clients with a negative impression of Mexico. What kind of company won’t let you speak to a manager when there’s a problem, or makes promises it doesn’t keep? I hope someone in management sees this and helps put things right.

There was barely any sound insulation. From my second-floor room, I could hear everything around reception and on the stairs, especially the very loud doorbell alarm, which woke me several times a night. I also had to ask reception for extra towels or pillows on most days, since there weren’t enough in the room. The room itself was big enough, but felt bare, with no chair or table to set things on apart from the small bedside tables. The common areas looked nice, the location was very convenient for getting around, and the staff were friendly and tried their best to help.

The biggest draw is the location, a couple of blocks from Polanco and Chapultepec. The property photos looked lovely, and rates on booking platforms can be as low as $25 US/night, but for anyone who cares about comfort, this wasn’t a good fit. Our first night was so noisy that we got no sleep. Room 10 Margaritas is on the main floor, near reception, and the window faces an indoor hallway. Air barely circulated, and we could hear the reception area clearly. We asked the receptionist several times to lower his voice, but he said he was dealing with an issue and another guest. It carried on until 12:30 midnight. The room also wasn’t soundproofed as advertised, and the bathroom smelled like sewage. Pipes in the walls rattled whenever guests upstairs used their bathrooms. There was no hot shower water. Other guests had apparently complained about water too, and reception told them to leave it running. We let ours run for 15 minutes, but it only got lukewarm. The room had a double bed, wardrobe, and private bathroom, but little else. No workspace meant I’d have had to sit on an upside-down wastebasket to work, and there wasn’t a refrigerator anywhere in the property for anything temperature-sensitive. Check-in was another hassle. I booked through booking.com, but the attendant and cleaner couldn’t find my reservation on the computer. This seems to happen to other guests too. We waited an extra hour for the receptionist to arrive and check us in. The place looks newly opened, and there seem to be no safeguards against overbooking. Travelers often arrive and are told there’s no room for them. After booking three nights, we checked out after the first and moved elsewhere.

The room was unbearably hot, with no air conditioning or airflow. There was just a window, without a screen to keep out bugs or smoke. We asked for a refund because we didn’t feel comfortable there, but the hotel refused, even though we left before the end of our booking. They claimed the contract ruled out refunds, but didn’t give us a copy when we asked. Our friends also felt uneasy staying there and did eventually get a refund, but only after a lot of trouble and repeated conversations with reception. Service was awful throughout. Reception was absent so often that we had to wait for someone to come in from outside multiple times. I’ve never had service this poor at a restaurant, business, or hotel. Don’t stay here. Go somewhere else.