Hotel Señor del Monte

My partner and I have stayed there every year, so it’s a real shame this time was so different. Please don’t stay there for your health. There were bedbugs in the bed and they bit us. We went to reception at 3 in the morning, but nobody was there to help. Worse, the main door was locked, leaving us trapped inside with no way out. At 6:30 am, we heard someone finally leaving. I went out to ask for a refund and leave, since we’d paid for two nights. An elderly woman, who I assume was the owner, said she wouldn’t refund that night, only the next one if applicable. She said it wasn’t her fault we couldn’t sleep with bedbugs in the bed. Hahaha, really hilarious! She also blamed the INEGI workers, saying they’d been staying there in the days before. We work in healthcare, and the people who stay aren’t responsible for this. The people providing the service are responsible for keeping things hygienic, clean, and sanitary for their guests. This was a terrible experience.

The rooms were lovely, and the woman who looked after us gave us really good service. The location is fine if you’re just passing through.

I wouldn’t give it any stars if I could. Seriously, don’t stay there for your health. The bed had bedbugs, and they bit us. At 3:00 AM we went to reception to complain, but nobody was there to help. Then we found the main door locked, so we couldn’t get out and were trapped. We’d paid for two nights, but it was 6:30 AM the next day before we heard someone finally leave. I went out to ask for our money back and to leave. An elderly woman, who I assume is the owner, said she wouldn’t refund us for that night, only the following one. She said it wasn’t her fault we couldn’t sleep with bedbugs in the bed. Hahaha, it’s truly laughable! So, again, don’t stay there or risk it. I attached photos of what happened, and we’ve already filed a complaint with PROFECO (Mexico's consumer protection agency).

The service was awful. We asked for one double room and were told no, so we had to take two rooms. The room at the end of the hall never had hot water, its TV remote wouldn't work, and twice nobody came when we went looking for staff. An older woman eventually helped us, but she was very rude. I really wouldn't recommend staying here.