Galería Suites San Pancho

We did get one night free and a bottle of tequila in the end, but after three days of hassle and a week in a run-down rental, that didn’t make up for it. There are plenty of nice places in this village, so I’d look elsewhere. We arrived at Casa Tequila on December 21 to find water coming under the front door. The place was dirty and worn, with broken furniture, frayed towels, dirty dishes in the cupboards, hair-clogged shower drains, no floor mats, and a gritty patio covered in dirt and sand. For a place meant to sleep six, the living room had just one couch and a rocking chair. We were paying a premium Christmas-week rate, but the owner said the previous tenant had TRASHED the place and there hadn’t been time to fix things. We were still expected to pay in full. They only acknowledged the issues after we went to the rental office to complain. I grew up in hospitality, and arguing with a customer is the number one thing you shouldn’t do. People are on holiday and don’t want to deal with problems at the property. If you know there’s an issue, say so and explain that you’re working to fix it ASAP. Waiting to see whether someone complains is cowardly and cheap, and leaves you on the defensive, especially with internet reviews around. We emailed a list of the problems and asked to meet to resolve them. They were reluctant, and it took more than one call before an owner came. He then spent 10 minutes berating us about the email we’d sent his wife Vicky, the co-owner and property manager. We should have stopped at the water and asked for a refund.