Loto Azul Resort and Spa

Loto Azul Resort and Spa in Valle de Bravo was a luxury nightmare for us. The "VIP" branding and website photos were misleading, and the no-refund policy left us stuck at a badly deteriorated property. We paid for a King Suite, but after the payment went through, we were put in the smallest, most cramped room in the hotel. It had neither the minibar nor the air conditioning we were promised, and in Valle de Bravo’s heat it was unbearable, like a closet. They advertise "independent Wi-Fi" in every room, but we got just one bar throughout the stay and had to use a router from a room three doors away to get any connection. The spa was closed during the week, even though we stayed Tuesday through Wednesday. A hotel with "Spa" in its name should have a working spa. They charge ten times what other local hotels charge for rooms of the same size and with the same amenities, while providing none of the services we were paying for. There are wonderful spas all over Valle de Bravo that are open and cost a fraction of what this place charges. We were there for my fiancée’s birthday, but management wouldn’t even offer a simple complimentary dessert, despite our showing that it was her special day. They said a "VIP Luxury Resort" was "above" gestures like that. Their arrogance matched their incompetence. The facility is physically falling apart and is an eyesore. Worse, the manager is racist. We personally witnessed him use disgusting racial slurs to insult guests at both check-in and check-out. This was a toxic, bigoted environment run by liars and people full of hatred. You pay for a King Suite and get a cramped, hot room with no usable Wi-Fi, run by racist management. Don’t waste your money.