Hacienda Pena Pobre

My reservation was canceled by the hotel in an email, and I never got a phone call or any explanation. Now nobody is responding to my emails. I booked directly with you, not through an OTA, nearly a year ahead for the World Cup, and you canceled six months before the event. I’m guessing you realized you hadn’t raised your prices yet to take advantage of football fans. This is totally unacceptable. I’m terribly disappointed and had a horrible experience. Please re-issue my reservation.

The bed was the one decent part of my stay. The breakfast, though, was completely tasteless, and the front desk staff were so unpleasant I felt uncomfortable just checking out. It was the worst hotel experience I’ve ever had. I came on someone’s recommendation, but I’ll never return or recommend it to anyone.

Two days before my business trip from Canada to Mexico, the hotel texted to say my room was canceled. I’d booked and prepaid back in January, with confirmation from both the travel agency and the hotel. When I called for an explanation, the hotel said the agency had canceled it. The agency looked into it and found that the hotel had canceled my room without my consent, then refunded my credit card without further explanation. I was planning to review Hacienda Peña Pobre for a future meeting or event with top level executives from a Canadian company. Luckily, I found a room at another, more reliable hotel in Mexico City on such short notice. This was an unprofessional and unethical move from a hotel that belongs to Small Luxury Hotels of the World. I’ll never recommend Hacienda Peña Pobre or its Mickey Mouse way of treating guests.

The place is amazing, and the service is great. Breakfast wasn’t very good, so I’d suggest eating somewhere else. The beautiful bar really draws you in, but service there is poor. When staff are actually there, they’re amazing, but that’s about it.