Domun Hotel

The building itself is nice, but the front desk service was appalling. I’ve spent well over two thousand nights in hotels during the last eleven years, and this was the worst service I’ve encountered. First, another guest entered my room at 3:30 in the morning using a key. When I went downstairs to ask how that could happen, the clerk couldn’t find me in the system and couldn’t speak English. For a hotel that seems to target international business travelers, that reflects badly on management. I planned to talk to a manager, but work kept me late that night. When I returned, my key still worked for the elevator but not my room. The staff then rudely argued that the automatic company billing system I’d used without trouble for two years hadn’t paid. They effectively held my belongings in the room until I paid. At checkout I asked to leave the key and speak with a manager if one was available. I was ignored, argued with over the billing days, and eventually paid just to get out. I never spoke with a manager. I won’t return to this hotel or deal with any of its associated properties. Management has either failed to train the front desk properly or doesn’t care.

Room service was perfect, but that was the only part of my stay that really worked. The restaurant orders were wrong, service dragged, and when I asked a question I got a stern “what’s my problem?” Asking for a pen or straw seemed to be a big ask, so I stopped going there after the first week. Some staff were good, at least. The rooms are okay, though the finishes disappoint: loose floor tiles and wood surfaces damaged by water. Wi-Fi was slow when it worked, and my room key failed every day. Road noise was unbearable, and there was just as much noise inside the hotel. The location is awkward too. Whoever put it on that stretch of highway and gave it one entrance and exit made a bad call. A quick supermarket run meant a 15 to 20 minute drive back, even though the shop was a two-minute walk away. Maybe it should be marketed as a leisure hotel instead of a business one. I’ll go back to my usual hotel in Queretaro next time.

Right by i57, so it’s a handy base for seeing Querétaro. The place is clean, room service is great, and the restaurant has plenty of food and drinks to pick from all day.

There were six of us waiting a long time to check in, while only one person at reception was helping. The others were chatting in the back and didn’t seem to care about the line. Terrible service.