Hotel Hacienda Paradise

The Wi-Fi cut out around 20 times a day, there was no hot water, the bed was broken and unbearable, and there was dust and painted mold. The toilet couldn't be flushed with toilet paper, and breakfast was limited to two pieces of bread. The room was dirty and nothing like what you'd expect from a 4star paradise hotel. I booked based on the reviews and pictures, but the pictures showed angles that looked good and not what was really there. This was our first vacation abroad. We have nine children and had never been able to take a vacation; COVID-19 caused us to cancel our last attempt, and it took years before we could make it possible. The whole ordeal was beyond disappointing, and I wouldn't recommend this place to anyone wanting a 4star feel. I've stayed in the YMCA and a shelter, and this was the worst place I've ever stayed. From the moment I arrived, the property felt like a farce. I contacted Expedia right away, as they said to bring my issues to them rather than the hotel. It took a week for them to say they couldn't help and offer $75 to compensate for the issues. As I was getting ready to confront the hotel after Expedia did nothing, staff talked in the hall outside my door about a refund, and management said no refunds, business is business. The insulting part was that nobody could communicate in English when I needed help or wanted to resolve something, but they understood English perfectly when I left. If I can keep anyone from enduring this place while it's presented as an upscale business, when they're really staying at a motel, then I've done my part. If I could rate this place, stars aren't something I would use.

The room was noisy enough that sleeping was a problem. The bathroom window facing the street had no glass, and you could hear everything from Senior Frogs, just a block away, until around 3:00 a.m. The hotel is also pretty dated. At check-in, the woman at the desk was genuinely kind and even gave us three pesos from her own purse for parking because we had no coins. The rest of the staff were mediocre at best. Breakfast was a cold slice of toast and black coffee, far less than we expected from a room advertised with breakfast included. When I asked the young woman what came with it, she was very snotty. We couldn't cancel our second night, so we stayed somewhere else and ate the cost. After the room and taxes we'd already paid on Priceline, we also had to pay $35 in tax at the desk, which made it fairly expensive. If you're out partying all night and don't need sleep, it might suit you. Otherwise, I wouldn't recommend it.

We booked four rooms from another country, and the stay was a big disappointment. There were roaches in the rooms, yellow stains on the bedding, and only one outlet for charging phones, a real problem because my husband uses a breathing machine. We were given just two towels every three days, and the free breakfast was only toast and coffee. The shower didn't work, so I had to ask for help, and the front desk worker seemed annoyed when I requested a blanket. One night, the female attendant was asleep at the desk. We had no toilet paper, and when I went to ask her for some, she was still sleeping. We were very disappointed.

The fridge rattled loudly all night, and the room had a stained couch. We couldn't sleep after our 11-hour flight because the place smelled so bad and the sheets looked dirty. The bathroom was awful, and the towels didn't seem clean, so we couldn't bring ourselves to shower. Breakfast was cold toast with butter or jam and some juice. Disgusting, the worst hotel we've ever stayed in. Don't stay here.