Puerto Nuevo Baja Hotel y Villas — Hotel in Baja California

Disgusting hotel, disgusting service. Do not stay here. Too bad negative stars aren’t an option. A friend booked an Oceanside villa in early 2023, for 4 of us to stay at during Baja Beach Fest. The hotel called a couple weeks after and asked if they could upgrade as they had a wedding outside the villa we booked. We agreed to the upgrade. Upon arriving to our ‘upgrade’ we were put in a dark concrete cell. The view from the window was directly into the dining room. We had no towels, no phone, and no upgraded amenities. We needed towels shortly after arriving because a river of water was flowing from under the bathroom sink across the room. We go to front desk and ask for towels. They said, next time just call the front desk. Oh right, with what phone? We asked to speak with a manager, as this was not an upgrade at all. They said to come back to the front desk at 9 am the next morning and speak with manager Rafael Gonzalez. The next morning, as one of the guests is leaving to speak with the manager, she slips and falls due to more water flowing into the room over night. The amount of mold under the sink made it obvious this wasn’t a new issue. Of course, conveniently, we are told Rafael is in an important meeting that morning. Which leaves the poor front desk employee to handle this situation. He informs us there are no rooms he can move us to so we can either 1) receive a refund for the first night and they will bring a fridge and a phone to the room for the remainder of our stay or 2) cancel and receive a full refund. Remember, if we choose option 1 we would still be paying the price of an Oceanside villa for the flooded concrete prison cell room. Absurd. We decide to go with option 2, cancel, leave the hotel and receive a full refund. The front desk employee writes down the the amount that will be refunded - which is not the full amount. He informs us, that we already stayed one night so they can’t refund that night. UNACCEPTABLE. We go round and round and round. He says just call a specific phone number and request the additional night be refunded. Again, UNACCEPTABLE. Eventually he receives approval to refund the entire stay. This was after hours of discussions, and not once did Rafael show. This was on August 11. As of today, September 27, the hotel has refused to refund a single penny. Calls to the hotel result in being hung up on. Rafael Gonzalez refuses to return calls. While we have attempted to dispute the charge through PayPal, they are unwilling to dispute it since the charge happened over 180 days ago (when it was booked in early 2023). Again, do...

If I could write a negative 5 I would - please stay away. Apparently unless you rent a villa , a motel 6 would have better accommodations and customer service. I love Mexico and travel often very often. For the first time I wanted to try beachside in Ensenada - I just came back from vallarta saw this place was close to me and booked . For $170 dólares a night....... I was arriving late so I called as courtesy (doesent matter complete stay was paid for ) I in fact got in at 830 pm. Our room was hard to find reception didn’t give me a map although I asked more than once. Finally we found it . The walls were covered in a bubbly texture all of them the entrance had black mold !!!! On wall my son saw immediately. No ac only a fan and hates on second floor a mini prison window. Trying to make the best of it we went out for Tacos and also grab cleaning products . We get back and my son tries to use the restroom, 2 huge roaches not water bugs come out around toilet and vanity !!!! My son freaks out . I call reception they say omg ! So you want us to send someone to deep clean ? - I said no way you need to move me or I’m going to another hotel . They moved us it’s now almost midnight. Ok we sleep boys go use the pool , ask for towels the man says you need tickets you should of got at check in. I’m inside room with cramps so I call front desk- the lady says where are the tickets I said nobody gave me tickets- she said you need to come down here and sign for them then go get towels granted boys are in pool already . I said can you do anything else for me ?? She said you should of got them at check in I said well then why didn’t you give them to me ???? She says well you had a room change at midnight pools are closed !!!!!!! I said excúseme how is that an excuse for almost 200 a night why wouldn’t I use the pool next day she continues to say ,,,, well i checked you in and I don’t remember if I told you about pool towels or not. Of course you didn’t I didn’t sign for the tickets !!!!! I said I’m sorry but I am very upset and unhappy with my stay I would like to speak to a manager please what is his or her name . She says NOPE! I won’t give you a name I said excuse me??? What is your name ? NOPE !! And thank you I will not give you my name either . You can come down to front desk and look for a manager !!!!!!!! The worst !!!!! Service ever and failed miserably on how old and broken down the rooms are let’s not mention infested . So their mistake of not checking us in properly is my fault and triple inconvenience. Stay away!!!!!! No courtesy let...

As other reviews state over and over again, the location itself and most of the facilities are nice. The main problem for me and my family was the room: we got there on Friday night around 8pm, we checked in, they directed us to our room. We walked up and down a bunch of stairs carrying our stuff for about 20 minutes until we finally found the villa. We go in and it was like a sauna in there, very hot, we knew there was no A/C, which is normal in this part of Baja, but then we find there is only one small window facing the ocean that we could open, I asked to be transferred to another room with A/C, they said everything else was booked, so we requested a portable fan, they brought it over. The heat was still pretty bad, very little ventilation overall, the one small window plus the fan was not enough to cool the place. The only way we could get some air in this room was to open the main door, which for obvious reasons we couldn't leave open all night. We could not sleep on the bed because it was really hot as well, we got the cushions from the 3 sofas in the room and made a made-shift bed right next to the window, it was the only way we could sleep. The next day we asked to be moved to a room with A/C, they charged me $70 extra for it (whatever, I paid it), the room with A/C was better, but then there were bugs all over the place, it was the last room on the north side, next to the property fence, when we opened the sliding door facing the ocean it smelled like sewage, so we kept it closed the rest of our stay. The indoor pool was nice, the brunch by the pool was good as well, the kids loved it. Overall, in my opinion this place is overpriced due to demand and supply in the area, for what they charge you could get something better elsewhere. It needs a lot of maintenance, it's falling apart, the playground is ok but a little dangerous, there's a section of the playground in the trees, it has some broken light bulbs with sharp edges within the reach of kids. Overall, I would not recommend this place, it's not very safe for...