El Tapatio and Resort

DIRTY hotel beyond belief; from the room, the bed linens are stained and smell bad, the toilet looks like it has never been scrubbed, mirrors are dirty, etc. Additionally, the air conditioning is old and does not cool. In the common areas, the pool has algae on the floor. Wifi does not reach the rooms, and where it does, the signal is super slow.

Our stay was extremely disappointing. Upon arrival, we discovered that the comforter on our bed had red stains resembling blood, along with dark stains that appeared as though someone had walked on the bedding with their shoes. We immediately notified the front desk, and housekeeping removed the comforter. We were then informed that no replacement comforters were available, and for the next two days we were left with only sheets. We also encountered cockroaches in the room, which we reported to the front desk at the same time as the bedding issue. We were told that the room had recently been fumigated. When we requested to be moved to another room, we were advised that the hotel was at 100% occupancy. However, when I checked the hotel’s website, I was able to see that at least 10 rooms were available for booking that same day. This strongly suggests that management was aware of the infestation and chose to misrepresent availability rather than relocate us. Additionally, every time we left the room and returned later in the day, our key no longer worked. Each day required a trip to the front desk to have the key reissued, which became both inconvenient and frustrating. Due to these ongoing issues, we checked out early from both of our rooms on January 3rd and moved to a different hotel. I later contacted the rooms manager, Jose De Jesus Sandoval, to request a refund for the unused nights after explaining the numerous problems we experienced. The only resolution offered was a credit to stay again at the same hotel, which was unacceptable given the circumstances. We first stayed at this property in 2008, when it was known as Tapitio, and over the past 18 years have stayed here approximately 15 times. Unfortunately, the quality has significantly declined. One would expect improved standards under a large corporate brand such as Radisson, but this was not the case.

This was hotel I use to stay in the past with a great experience. Unfortunately, not this time. The room had only one bath towel. That was it. I had to ask for more towels and housekeeper said they were short. A/C in room not working well. 2nd night used the pool no towel service had to go the front desk for pool towels m they said they would send them but never came. Went to dinner at the restaurant place was empty and servers just sitting there on their phone was not even greeted. Ordered for 5 ppl but food took 45 min to get to table, drinks took forever, and two more tables come in and they were clearly upset due to the lack of service and delay with everything. When we got our food which consisted of sea food pasta and shrimp alfredo the seafood was undercooked and pasta raw. on the last night went to pool again with the towels but when we went to back to our room the door lock was dead. No lights will usually mean a dead lock or batteries. We found a Houskeeper and told her the issues and to please have someone come with new batteries or the handheld door computer to reprogram lock. She said " oh there is no maintenance here on Sundays, but I will call the front desk" no one came, and we had to call from our cell phone as we had been waiting 15min in the cold air and wet due to no pool towels. the desk agent came with just new keys. I told her that we explained it was not a key issue, and she said no one told her (great communication) but what did she do? she went back for more keys and a master key. I was shocked to see her do this and explained it is not the keys it's the lock. after 45min outside she came back and said we had to move rooms and someone from room service was going to Break In to open the door. So, a guy came and broke the service door, and we had to move rooms, we lost our reservation to the one restaurant we really wanted to visit. We asked for some compensation. The front desk girls said " well we can give you free late check out and breakfast" that did nothing for us as our flight was at 6am the next day. We asked for a room credit, and she said should let the manager know. I asked for that person to email me. This never happened even after we tried to get a hold of the GM but " sorry we do not give out the GM email" We sorry you lost a future customer when you hotel had the opportunity to make things right. You did not. Miguel Pulido and Giovanni Pimentel May 16 May 19th