2/10 Terrible
Verified traveler
Traveled with family
Sep 5, 2024
Liked: Cleanliness
Disliked: Amenities, room comfort
Misleading advertisement and management didnāt respond when we complained.
I booked a cabin via hotels.com at Finca el Mazo for my family including our two young children. It was advertised as being family friendly with lots of activities including swimming pool, football, games room and basketball. When we arrived, it was apparent there was an organised camp of maybe 100 teenagers including a stage, amplifiers, loud music and cheering etc. While this caused us no distress during the daytime, the groups were using many of the facilities which meant we couldnāt. Particularly the football, basketball and table tennis tables were in use for organise competitions.
When it came to bedtime, the noise didnāt stop and in fact got worse. We were kept awake until 2:30am. The noise then started again at 7am.
When we raised this as a complaint in the morning, while the staff we spoke to were pleasant and helpful, the management were not on site and contrary to the advert, only Spanish was spoken so as English speakers we found it difficult.
I emailed the office email address to complain and nearly a week later Iām yet to have any meaningful response. Hotels.com have given me a small goodwill gesture payment
Verified traveler
Stayed 1 night in Aug 2024