Hotel Love It Cas Consulado

It was good hotel, good service and good stay

We were initially impressed by the cleanliness of the hotel and how friendly the staff seemed at first. There was a minor issue checking in, we requested early check in and they said yes but then they looked at our accounts and one employee turned and told the other “they booked through *******” and all of a sudden there were no available rooms for early check in. One of the rooms was flooded but they quickly switched it. Unfortunately, a major incident during our stay completely ruined the experience and left us feeling deeply frustrated and unwelcome. We asked the staff to help us arrange transportation for an activity, and they kindly connected us with a driver. Because everything went well, we used the same driver again the next day and even asked him to help us plan a third outing. But on the final day, right before the scheduled activity, the driver canceled last minute, telling us the hotel had suspended him. According to him, the hotel expected him to report every trip and give them a percentage of the fare he charged us—something we weren’t aware of when we booked through him. The issue left us without transportation or plans for our last day. When my husband spoke with the hotel manager, they were dismissive and unhelpful. They offered to rebook the same activity—but at nearly double the price. We ultimately decided to use Uber for the rest of our stay to avoid dealing with the hotel. From that point on, the staff’s attitude changed drastically. The same people who were previously warm and accommodating began ignoring us completely. No greetings, no assistance—nothing. It felt very petty and unprofessional. To make things worse, we were celebrating a birthday with our party of six. We bought a cake but didn’t have spoons to serve it. When we asked the hotel for a few, we were told there were no spoons available—at a hotel. We couldn’t even celebrate the birthday properly, and since it was pouring outside, we couldn’t go out to buy any either. The lack of empathy from the staff was incredibly disappointing. On our departure day, we arranged our own Uber to the airport. At the airport, the original driver contacted us, saying the hotel accused him of driving us and demanded a cut from that trip as well—which was completely untrue. We even had to send him proof that we used a separate service so he could send to the hotel staff and avoid being charged. It felt like the hotel was constantly trying to squeeze extra money out of us in every way possible. Overall, this hotel ruined what was supposed to be a relaxing vacation. I would never return and strongly discourage anyone from booking here. The way they handle guests and business arrangements is completely unprofessional and unfair.