Casa Liza

We were on the property for less than 20 minutes, then ran out with our two young children because we felt unsafe. A man who seemed to work at the hotel accused us of scratching his car when our driver parked nearby. We had been careful not to touch it with the car door. He demanded that we pay or he’d call the police. We refused and told him to leave us alone. The front desk woman let him harass us, and he kept watching our room and pacing outside it. Our driver got his number and offered his insurance details, but the man said he wanted us to pay instead. He seemed to assume we were rich Americans. We were two women traveling with two young children, who were scared. When he stepped away briefly to help another customer, we fled and hid until our driver picked us up. I contacted the hotel several times through Expedia asking for a refund for the two rooms, but got no response. Our driver said the hotel was trying to scam us. BEWARE of this hotel. In response to the owner: you did NOTHING to help us. That man was on your property, bothering and harassing us, and you allowed it. We were women traveling alone with two young boys. If he wasn’t associated with your property, why let him harass your guests? He kept watching our room. I want a full or partial refund. We were not safe. I messaged you several times through Expedia and got no response. You should have contacted us FIRST to find out if we were okay. Poor customer service.

The photos didn’t capture how beautiful it was. We gasped when we entered the room. It was huge, with a spiral staircase leading to an extra bed upstairs, a lovely surprise, and a balcony. The bathroom was beautiful too, with a great view outside. We loved our stay and will be back!

The staff was nice, and the location is in the heart of the centro historico district. I’d been to Casa Liza many times but hadn’t stayed before. The low-end rates were reasonable, so I upgraded to a suite with a king bed for about $75 a night. We arrived on May 17th, when it was very hot. They took us to a room at the end of the driveway with a beautiful arched wooden door. My reservation was for 4 days, and at check-in I asked if we could extend. The room was warm, the overhead fan and TV didn’t work, and the double bathroom sink clogged after only a little water. The front door was hard to lock, and twice we came back from town to find it open. We had to ask for extra soap or toilet paper, and there was no overhead light in the shower. On our 4th day, we went to the office to extend for another 3 days, as I’d told the gentleman. He showed me a new contract in Spanish with about 4800 more pesos due. Since I was paying about 1500 a day with some added taxes, that seemed right. Almost nobody there speaks English, so miscommunication is easy. On the third day, when we got back from town, we were told we had an hour to pack because our room had been rented out. The contract I’d signed doubled the rate, they said, because my reservation was for the villa and I was in a more expensive suite, the same room they’d taken us to at check-in. The town was packed, and they found us a room on the square for around 3000 pesos for the night. No room on the square could be worth that. They need to upgrade the furniture and fix some things.

Natalia was extremely helpful, efficient, and polite. She greeted me by name in the entry courtyard, checked me in at the office, then showed us to our accommodations and gave us a tour. The room was spacious, beautifully decorated, and clean. When we asked for more bottled water, she was back with it very quickly. The ceiling fan wasn’t working, so she offered a standing floor fan and brought one within minutes. We’ll definitely recommend Casa Liza to our friends!