The staff excepting the people at the reception. A big shout out to the two managers who where beyond kind when talking with us, to the woman at the restaurant who was the kindest while providing a great service. And the biggest thank you to Thomas from the bar and restaurant who made sure my mom got the food she needed, and helped my dad with all his questions. And to Maru who was the most helpful person showing me how to get to my room, making sure our rooms were clean, and answering all my questions.

Where to begin… this will be a long list: * The people at the reception were beyond incompetent. The name on the booking was my father’s, and despite me providing the confirmation number and showing them the confirmation in the app and the email, it took them good 20 minutes to “find” my booking! And when they gave me the keys, they couldn’t even tell me where my room was, if it hadn’t been for Maru, I would’ve been wandering the hotel. * This place is a trio of hotels from the same chain: Plaza Inn Luxury, Plaza Inn, and Capital Urban, being the capital urban the “cheapest”. As it turns out, when I arrived at the place, I was charged the price of the Plaza Inn Luxury. This means, they are introducing misleading prices. Now, granted, I accepted the price when u performed the booking, however, when I was at the reception, they were offering different prices to the other tourists. I believe they could either lower the price they provided me through booking.com, or they could’ve given us the rooms from the actual hotel they belonged to. I ended up paying the price of the first hotel and was given the rooms of the cheapest. This is bad customer service. * My booking had breakfast included and the reception… conveniently forgot to check that and give me the coupons for the restaurant. The first breakfast we paid for it, and when I asked about it and went to reception, there was no apology, no compensation, nothing! Just the coupons for the second breakfast. Seriously? you made the mistake and put it on the guest? Terrible customer service! My point here is to make clear that the people at the reception do the absolute least, to help people! * The lack of policies to control the guests. For two of the three nights we stayed, many people were beyond drunk. They would be screaming at 03:00, bumping into the doors, swearing, and there was no way to control them. The same goes for the people making parties at the balcony on the parking lot!

nothing

noisy air con hotel changed name it is not capital urban

Invoicing process not the best

secure parking

good wifi good a/c

had to ask for towels, pillows. bed was hard as concrete, was VERY noisy. low water pressure, no fridge

It's a bit confusing as it has 3 names attached to one address.

Disappointed the pool wasn't functioning, it was the reason for booking it. Staff said it would be working in a few hours, we had no faith in that. We were right there.

Good beds,very good shower with good water pressure and a large room.

1) -2 of 5 wheel rack chair are broken. 2) -no glasses (but they provide a bottle of water). 3) -a light bad smell in the room. 4)- in Booking.com it’s stated that they provide free shuttle to the airport.They NOT.They charge 300 pesos (MXN) for service.I’ll pay because I need the transport but youNEED to change this statement from your hotel site.