Macondo Arte Oaxaca

The hotel’s design, architecture, and room facilities are impressive, and the location made exploring the city easy. But the 5-star label set expectations the stay didn’t meet. As a stylish boutique hotel with 3 stars, we’d happily rate it 10/10. The gap between the service offered and the 5-star claim left us feeling misled and disappointed. There’s no reception desk, just self check-in with access codes sent shortly before arrival. Messages through Booking.com worked, but didn’t feel as professional or attentive as we expected. We also weren’t told that the airport transfer had to be paid directly to the driver, which caused confusion. The hotel has no minibar, room service, or elevator, so we had to carry our luggage upstairs. A cleaning maid offered to help, but we felt that wasn’t her responsibility and declined. After we raised our concerns, staff tried to make things right with extra coffee pods, pool towels, and cookies, which we appreciated. On departure morning, someone came to help with our bags at 6 AM, just half an hour before our transport was due. We weren’t ready, so the help felt awkward and poorly timed. The hotel could make the service we received after complaining its usual standard.

Concierge Moni was especially friendly and quick to respond whenever we needed something, and we loved the hotel’s design and prime location. Some details took away from the stay. We booked for three, but the third bed wasn’t made when we arrived, and that guest had no slippers or bathrobe. Housekeeping didn’t always replace robes and some towels, and the chocolate turndown service happened just once in our four nights. The lobby being in a separate room felt unusual. I was charged before arrival, then charged again for a different amount than the confirmation showed, which was confusing. The coffee machine was nice, though local Oaxacan coffee would have been better than Nespresso pods. A bathroom mirror was mounted loosely and fell unexpectedly. The hotel charged us for the damage instead of acknowledging it as a maintenance oversight. It’s a stylish place in a fantastic spot, but these things made it seem like the guest experience wasn’t always the priority.

We paid for a deluxe suite, but got a ground-floor room with windows looking onto the common area on both sides. With the blinds open for natural light, people outside could see in, so privacy meant sitting in the dark. The room doors use number pins, and ours wouldn’t work. For two nights we had to sleep and leave our belongings in a room with the door open. Staff kept saying we had to trust them. As two foreigners in a new country, all we asked was that our door close. The staff weren’t prepared for the level this hotel advertises. The man/custodian smelled of alcohol the whole time, and once we found the bed completely wet. When we asked for fresh bedding, they basically tossed the pillows onto the floor and left them there. Just strange. Late on our last night, they offered a room change, but we were leaving in the morning and were too tired to pack, unpack, and pack again. We slept with a chair against the door instead. By the time we left, I felt completely scammed. Definitely not worth the money.

We liked the rooms and location. Our deluxe suite had a little kitchen that worked well for the kids, and the Rebecca suite upstairs came with a lovely outdoor patio. It would be a 5/5 if it were run like an Airbnb. There’s no front desk, so you reach staff through the Booking.com app or by catching them in the lobby. They do try to help, though their English was so-so and replies in the app took a few minutes. Our room code wasn’t ready when we checked in, so we had to wait. Sorting out what would be open on Xmas and how to get to the airport had more friction than you’d want at a hotel.