Hotel La Casona

The location was great, but the customer service was TERRIBLE. We had to switch rooms three times in two days. The air conditioner leaked, the carpet was stained, the bathroom leaked too, the beds were below standard, and the rooms smelled damp. Staff couldn’t resolve the problems. We asked several times to speak with the manager, but were told she was in a meeting or had just stepped out. She never called us back on the mobile number we provided. We won’t stay here again and I can’t recommend it. We eventually reached the manager four days later. She heard our complaints but offered no apology and made no promise to improve things or address the problems. She said the leaking air conditioner was caused by the guest using it, and that you should turn it off for 30 to 60 minutes when it leaks, then turn it back on to prevent condensation. That explanation was completely ridiculous. The AC in our last room didn’t have this problem.

The hotel has around 50 little niches displaying local art, and it’s interesting that the ground floor is numbered 1. It’s about a 10-minute walk to La Comer supermarket. I think it deserves a higher rating. The building is modern but styled to look historic, and everything worked. The water was hotter and had more pressure than at any other hotel I’ve stayed at in Mexico. The front desk staff were very helpful with my questions and requests. There’s air conditioning, but you can also open the balcony doors for fresh air.

Claudio deserves this five-star rating. The hotel itself is nice, but without the service he gave us, I’d rate it three stars. He speaks English well and goes out of his way for guests. He really made us feel welcome and at home. Thanks, Claudio, for all your extra effort. It doesn’t go unnoticed.

It’s a pleasant hotel, and our room 205 at the back was sort of quiet even though it’s on Ancha. The rooms are small, but there’s air conditioning. I had my service dog with me and was surprised and irritated to be charged an extra 450 pesos, not just a deposit. Fine for a short stay.