Best Western Hotel Madan

The restaurant staff were quite friendly, and the food was okay. The location was great, but the stay itself fell short. At night there was a lot of noise, possibly from the AC, and the reception area always seemed to be under repair. I needed to work remotely for a couple of days, but the internet kept giving me trouble.

Parking was included, and the garage felt safe and secure. Breakfast was also part of the stay, and they could accommodate a vegan diet. Still, the way check-in was handled left a bad taste. We’d driven 8.5 hours and were exhausted, but the woman at the counter was rude and unwilling to work with us. It took an hour to get settled, and only after her manager stepped in did things move forward. He was friendly, confirmed that Best Western’s policy allows service animals, and let us have the room after we paid only a deposit. The trouble started before we booked. I called to ask about service animals and parking, and was told there was a fee for pets. I explained that my dogs were registered service animals. The man on the phone said we’d only need to pay a refundable deposit, which I accepted. At check-in, the woman refused to honor that and demanded both a fee for each dog and a deposit. Mexico’s law allows service animals everywhere without a charge, but I only book places after getting approval first. I wouldn’t have completed the reservation if I hadn’t been told the fee would be waived. At checkout, the cleaning lady tried to keep our 1000 pesos deposit over a “scratch on the mirror.” We and the hotel had taken photos beforehand, and the scratch was already there. It didn’t turn into a big ordeal, and we got the full deposit back. They need to make sure staff are on the same page about their medically cleared service animal policy so this doesn’t happen again.

Villahermosa is ugly, but the hotel has lovely rooms, good internet and AC, and a great breakfast. The water was almost hot. Service from the employees was very nice, and parking is free.

They accused us of bringing a cat into the room, though I honestly can't imagine how they came to that conclusion. They wouldn't explain it, didn't ask first, and wouldn't believe us when we said it simply wasn't possible. After that, I felt the staff kept circling our luggage until the car arrived, maybe looking or listening for this imaginary cat. Definitely not guest friendly, and I wouldn't recommend staying here.