Hotel Brisas Express

The photos make the hotel look good, but there were several unpleasant surprises when we arrived. They charged me $500 pesos more than the agency had quoted, then asked me to sign a contract with clauses that made little sense to me. One said we couldn't drink alcohol or make noise in bed. After getting to the room, I understood why noise might be an issue: the walls between rooms were like false walls, and you could hear everything, even the next room turning on its shower. They said breakfast was included and told me 7:15 a.m. In reality, that's when the staff arrive, and breakfast isn't served until 8:00 a.m. The mattresses were very old and so thin they felt like mattress pads. What made the stay terrible for me and my coworkers was finding bed bugs in them. One coworker was badly bitten on the arms. We told reception, and they only moved him to another room. As group leader, I asked to speak with the manager the next day, but Mr. Josué was never there and nothing was resolved. The receptionist said they'd been told not to worry and that I'd be refunded for the affected room's night because of the damage. She asked me not to tell the agency I'd booked through, but the refund never arrived. When we got back to our rooms that evening, they hadn't been cleaned, and there were no towels or water. I asked why, and the receptionist said the manager had ordered it because they were arranging a refund for the last night in the affected room. That didn't happen either. The only money returned was the 500 pesos they had overcharged me when we arrived. Don't fall for this hotel.

The water barely got warm, the sheets were dirty, and the curtains were torn. The rooms didn't even come with shampoo, and there was no hairdryer or bathroom amenities like their website advertised. Customer service was terrible, rude, and unhelpful. It ruined my visit to San Cristobal. I absolutely don't recommend it. Awful.

The stay includes American breakfast, and the hotel has ample parking. The rooms are comfortable, clean, and well appointed. I love this place, and the service is excellent.

The chilaquiles were delicious, and the service was fairly good. Still, the bathroom walls were dirty, and they didn’t honor the promotions offered through Booking.com.