Escandon Suites by Escajal Room

We appreciated being moved to a slightly larger room, and the location was great. The rooms were clean, though some spots, like the shower grout, could use a deeper clean. Our stay was pleasant apart from the frustrating arrival. We hadn’t received the right check-in details, and when we got there at 3:00 PM, nobody was available to help or replying on WhatsApp or by phone. The cleaning staff were kind, patient, and tried hard to assist, but they didn’t speak English and our Spanish wasn’t good enough, so communication was difficult. Helping us also meant our room wasn’t ready at check-in. That wasn’t their fault; it was a management issue. We waited over an hour for someone from management to arrive and check us in.

We tried to extend the booking at the discount confirmed earlier through the official WhatsApp account, but staff later said the chat didn’t count because an AI had sent the message. As a customer, how could I know who was replying? The room itself was mediocre. After hours of “investigating,” the owner said it had suddenly become unavailable, despite the account confirming availability earlier that same day. They refused to honor the written commitment and offered no real solution, just a hollow, scripted apology. This was poor, misleading communication, and it left me feeling the property doesn’t stand by its word and uses technology as an excuse to avoid honoring deals.

In the final week of our stay, the toilet in our room stopped working. We were moved to another room with similar plumbing problems, and that one flooded with sewage. My belongings were damaged, including a computer that no longer works and a passport I had to replace. We contacted the property several times directly and through Booking.com, but they wouldn’t take responsibility or offer compensation. They blamed another guest, even though the flooding happened on their property and was outside our control. The lack of accountability and customer service was shocking, and I’d strongly advise against booking here. This is the second time I’ve posted this review. The earlier one was removed, and nobody explained why. It feels like they use the tools available to silence guests who had a bad experience. Booker beware.

I’m type 1 diabetic, so electricity is essential for me, especially in a big city. The place looked impressive in the pictures, but without my Mexican friends I might have been stuck outside. There’s no receptionist, and they sent no advance instructions on how to get in. I wasn’t the only guest with that problem. Power outages can happen, but having it go out twice, maybe three times, in a couple of days was ridiculous. There are two washing machines for guests, but they don’t work well and nobody warns you, so you can end up with wet clothes. The worst part was that nobody spoke English, which made everything harder. When the owner finally got in touch after my two Mexican friends contacted him, he said I shouldn’t complain about the electricity because they were doing what they could. I paid for a normal hotel, not a tent in the middle of the forest!