I rarely leave negative reviews, but my experience at Casa Cupula was so disappointing that I feel other travelers should be aware. When I checked out, I noticed my bill was much higher than expected. After reviewing it carefully, I found I had been charged nearly 3,000 to 4,000 MXN for pool food and drinks I never ordered, as well as minibar items I never consumed or even opened. If I had not gone through the bill line by line, I would have paid for charges that were not mine. When I questioned the charges, the staff initially insisted they were correct. However, they quickly removed thousands of pesos from my bill. No one apologized or acknowledged the mistake. The situation became much worse when I spoke with the guest services representative, Pedro. Instead of handling the issue professionally, he called me “playing the victim,” “a drama queen,” “dirty,” and “uneducated.” He dismissed my concerns and never apologized. I was supposed to stay one more night, but after being overcharged and spoken to this way, I no longer felt comfortable staying at the hotel. Even under these circumstances, they refused to refund my final night. Mistakes can happen, but what matters is how they are handled. In my case, there was no accountability, no apology, and no attempt to make things right. I left feeling disrespected and unwelcome. Based on my experience, I cannot recommend Casa Cupula. I strongly encourage future guests to carefully review every charge on their bill before checking out.
