Hotel Cielo y Selva, San Cristobal de las Casas

The room and location were good, but the service was frustrating and combative. I contacted the hotel on WhatsApp before booking to confirm I could park on the street, that a package was being delivered there, and that I had a dog. I was sick and had traveled six hours on arrival day, hoping to sleep. At 8:30 a.m. on the first morning, housekeeping came into my room without knocking. The hotel hasn't addressed this in its replies below. On the second day I signed an agreement that my room needed daily cleaning because of my dog. I was away from 10 a.m. to 2 p.m., with my dog the whole time, and the room still wasn't cleaned. My dog was never left alone inside except while I moved things in or out of the room and vehicle. The hotel's comment below about this is simply not true. On day three they charged me for a towel, saying it was dirty. Please see the photo. It was ordinary dirt from skin, not makeup as they claimed below. My package was delayed, so I spoke to the front desk and asked them to accept it for me. They agreed. UPS tried four times to deliver it and was turned away. On the last attempt, they were told I was no longer staying there and the hotel couldn't accept it on my behalf. The conflicting accounts about the package caused me a lot of stress and anxiety. If they had simply said they wouldn't accept it, that would have been fine. Instead, I was told several times they'd gladly take it, and then they lied about it. I can show multiple WhatsApp conversations, including messages sent after my stay saying they'd wait for the package and give it their full attention. Their response below says otherwise. It's too bad they react defensively instead of treating complaints as ways to make guests feel welcome. I'd like someone to contact me so we can discuss what really happened and correct the lies in the hotel's reply.

During our visit to San Cristobal, this was the second hotel we stayed at. Karla was especially hospitable and went out of her way to make us feel at home and take care of what we needed. The place was very clean, there were no mosquitoes, and breakfast was included. It's about a 5-7 minute walk from downtown. Highly recommend.

We stayed at Cielo y Selva in April with family and friends. The room was spacious, comfortable, and had everything we needed. Staff were friendly and happy to answer questions, and the restaurant had a good range of food in a relaxed setting. From this location, we could walk easily to lots of San Cristobal's attractions.

Daniel at reception was extraordinary, always ready with help, tips, and suggestions. We could check in early and leave our bags there, which was handy. We booked through Expedia and were very glad we did. The hotel is in a safe area, and the center is an easy walk away. We booked two day trips through reception and had a great time. The rooms were clean, comfortable, and nice, with hot showers and Wi-Fi. The restaurant downstairs was great for breakfast, lunch, dinner, and coffee. I'd highly recommend the place and would very likely stay again. Thanks :-)