Gamma Xalapa Nubara

The wait staff were superb, though the food was ordinary, with some dishes better than others. They said the pool was heated, but it wasn’t. We got one bottle of water a day for two people. The room thermostat was broken, so we couldn’t get the room above 21 C, and on the last day there was no hot water.

The elevator was stuck when we arrived, which was the first warning sign. The rooms are outdated, and some outlets in ours didn’t work. It looked like a mini-fridge had been removed without covering the space. Water stopped while I was showering at night, and we had to report it at reception because the phone didn’t work. Only half the lights on the emergency exit stairs were working. Wouldn’t recommend this place!

The pool was nice, and the wedding party itself was great, but the hotel cleanliness was seriously lacking. My sister found bed bugs in her room, and we saw the marks they leave in ours, so check carefully before settling in. The beds were just okay, and the bathroom fan constantly brought in a terrible smell. At the wedding, 4 out of the 8 plates at our table were dirty. Staff changed them quickly when asked. Service was hit or miss: one server was friendly and on top of things, while another forgot things and got every order wrong. The food was mediocre. I thought breakfast was included based on the Expedia page, but the front desk didn’t warn me otherwise when I asked if I could have breakfast after checkout. After I ate, the waiter asked for a ticket I’d never received. I had to pay anyway because I was in a rush and couldn’t wait while they sorted out the miscommunication with the front desk.

The grounds are great, but they’re not cared for, and the rooms are outdated. The location is central and good. Our housekeeping lady was amazing, the only good part of our stay. Customer service was poor. People seemed willing to help, but staff lacked the knowledge and support to improve. I would NOT return, even though it was the only passable option in Xalapa….