Royal Garden Suite Hotel

The only good part was the staff. They were very friendly and tried to help, though only a few spoke English. I didn't get enough photos to show what it was like. We had booked three deluxe rooms and arrived early in the morning, already fully paid, so moving to another hotel wasn't an option. Everything was extremely dirty. Sheets and towels had to be replaced three times because the replacements were dirty or soaking wet. The mattresses were stained, and one had blood on it. The bathrooms were unhygienic, and one shower didn't work. Staff said they would move us to other rooms, but it never happened. I spoke to the manager and was assured the rooms would be cleaned properly, yet things stayed unacceptable. Housekeeping came each day but just rearranged the towels, mixing the ones for feet with the ones for head, without changing them. Our room on the top floor meant waking to loud machinery from the roof every morning, and one balcony was covered in pigeon droppings. Breakfast was awful, with barely anything to eat; only the tea was decent. The hotel was overpriced and fell far below basic cleanliness standards. This was easily the worst hotel stay I've had, and I wouldn't recommend it to anyone.

Tamara was friendly the whole time, and the rooms and service were top-notch. We stayed three days, using it as a handy base for sightseeing. There are excellent restaurants nearby that stay open until 3am. I'd happily recommend the place to family and friends.

We were in a group from MegaTravel, an important international agency, and assumed the hotels chosen for us would meet standards for quality, service, and especially security. We arrived Thursday night, October 5, and left early for a tour at about 8 am the next day. Since our stay was three nights, we left our belongings in the room, thinking the hotel was safe. When we returned, our suitcases had been searched. I had put my wallet inside a bag, inside a suitcase, and more than $3,500 Mexican pesos were missing. We weren't the only ones: three other rooms in our group also had money taken from inside their suitcases. We understand we should have used the safe, but I've worked in hotels across Mexico and internationally, and know that staff must never search guests' private belongings, especially a closed suitcase. My handbag and everything inside had been checked too. It felt like a complete lack of respect. We told the manager, who said she would check the cameras and look into it, but during our three days there she never gave us a solution. At checkout she only asked us to leave our information, saying she'd checked the cameras and keys and that the maid was in the room for just three minutes. There was no toilet paper, and the towels were still wet on the floor where we'd left them, so she hadn't cleaned. We believe she came in to search the suitcases and steal our money. The manager's response and the service were terrible. This affected several people in our group, and I can't imagine how many others have had the same thing happen.

We had a pleasant stay in a good location, and breakfast had some nice options. Guzin, one of the women working there, made it extra special. She checked whether we needed anything and made sure my kids had food they liked, always greeting us with a lovely smile each morning. The other staff were polite too and sorted out any issues.