Hotel Hacienda Aguacaliente

The main issue was how the room switch was handled. I had reserved two queen beds, but was given a junior suite with a king and sofa bed instead. One employee first insisted it was what I booked; another eventually admitted they were overbooked and had upgraded us without telling me. They said it was manager-approved and that these things happen. I only got an offer of complimentary breakfast after objecting, and the buffet wasn't even available the next morning. The sofa bed was awful, with a thin mattress and springs you could feel. We also had no water in the room the next morning, and it took two calls to the front desk to get it fixed. I'd called around noon to ask whether early check-in was possible and was told yes, for an extra fee. But when I arrived ready to pay, no rooms were ready. We could at least leave our bags. I wouldn't stay here again or recommend it. It wasn't just the room change, it was the poor communication, lack of accountability, and dismissive response.

The place is centrally located, and when I asked for a refrigerator for my insulin, they brought one right away. But the room hadn't been cleaned when we arrived. I let the shower run for 45 minutes and called three times before maintenance came; he got hot water going, despite the woman at the front saying there was no water in the tank. The bathroom sink cabinets were damaged and propped up sideways, and there was trash by the headboard.

The pool and hot tub were a big hit with us, and the staff were so kind and helpful. We had a wonderful time here. Such a beautiful place to stay, thanks for making it enjoyable!

The pool was the letdown. Day passes let non-guests in, so it got crowded, and some kids and other visitors didn't wear proper swimwear or consider the hotel guests. That made it harder to enjoy the pool. Otherwise, the stay was good. The food was great, rooms were clean, staff were friendly, and service stayed good throughout. The location and amenities were nice too.