Grand Fiesta Americana Puebla Angelópolis

Great service and a great location. We enjoyed our stay, though a few updates would help bring it up to five-star level.

I felt safe and at home throughout my 17 days at Fiesta Americana, and I’ll definitely return. The view was stunning, and the room stayed impeccably clean, with trash taken out, fresh towels, and bottled water each day. Carmen, the housekeeper, always greeted me with a smile. After evenings out, I’d come back to find the bed turned down and a soft mat beside it. Check-in was smooth, and there was a white bathrobe and slippers waiting on the bed when I arrived. The fridge was stocked with drinks and liquor, just right for unwinding after traveling. There are restaurants, a shopping mall, a movie theater, and a City Market nearby. If I could give it more than 10, I’d give it a thousand. Thank you Fiesta Americana!

Our Christmas Eve dinner at La Distral in Puebla was meant to be festive and luxurious, but it was a terrible experience. We followed the restaurant’s directions and made a wire transfer deposit to hold the reservation. When we arrived, they said they had no record of it and refused both to honor the booking and to refund us. We were left without dinner plans on a special night. The hostess claimed she didn’t speak English, laughed in our faces, and wouldn’t let us talk to a manager. The lack of organization and care completely ruined our Christmas celebration. It’s been a whole month and I still haven’t received my refund. La Distral has been uncooperative despite its promises. I’ve repeatedly called, but they avoid my questions, refuse to connect me with a manager or the finance department, and hang up in the middle of calls. When I finally reached someone, they told me to contact my bank, which I had already done. I gave La Distral the bank documents showing it still has my money, but they continue to refuse to process the refund or even acknowledge the issue. It feels like they’re holding my money hostage. The customer service is disgraceful and this is completely unprofessional. Think twice before making a reservation or payment with La Distral. They don’t care about customers or seem willing to resolve things fairly or promptly. Avoid this place at all costs!

I enjoyed my stay and would come back if the rate were good. The room was clean, comfortable, well equipped, and had a good shower. I also appreciated the gym. The location is great, with shopping malls and good restaurants nearby, and the buffet is extensive. Still, it cost more than it should for a hotel that didn’t feel special or live up to its self-proclaimed five-star status. Too many little service issues got in the way of its luxury claims. There are only a few elevators, and the pool was closed for maintenance on a busy Saturday. The pool itself is small and more for children. Not enough staff speak English well. The croissants were hard instead of soft, and worst of all they couldn’t make a decent cappuccino. When I asked for a better one, I got a latte macchiato, even though there’s a Starbucks on site.