Casa Oaxaca

Casa Oaxaca handled our booking in a deeply unpleasant way. We’re a family with two toddlers, 10 months and 2 years old, and asked about a one-week stay. At first they agreed to host us as an “exception,” then said they had no cribs on site. When I asked if they could rent two, they agreed and said they’d update me once they found them. I tried to get updates, but they went quiet for days. When I finally called and offered to help, they tried to cancel, saying they were “unable to offer the accommodation service” because they couldn’t find two cribs. I then offered to buy the cribs myself and have them shipped to the hotel. The rooms that had been available for over a week suddenly became unavailable. Maybe it was a coincidence, who knows. They didn’t apologize for the overlap or offer other dates, even though they knew I was waiting for confirmation before giving my credit card details. Instead, they said they’d be happy to recommend other good-quality hotels in the city center. It felt like they were telling us we weren’t welcome and should go elsewhere. I have no issue with adults-only hotels. That’s a valid business choice. But if a hotel agrees to host a family, it should treat them respectfully and provide professional service. I felt they were deliberately creating barriers and using fake availability problems to avoid hosting a family with young children. Their communication was slow, unprofessional, and lacked basic transparency. Their disorganization and poor management wasted a week of my time. If you want Oaxacan hospitality and excellent service, look elsewhere. There are plenty of high-end boutique hotels in the city that welcome all guests with genuine care. Not recommended.