Casa Dona Susana — Hotel in Jalisco

The all-inclusive plan at Casa Dona Susana is exceptional for the price. We are used to lower-priced all-inclusive buffets having low-quality food, but that was not the case here! We thoroughly enjoyed every meal with a high variety of quality food. The alcoholic drinks are definitely weak, but that was fine by me when drinking all day. I survived the stay without ever nursing a hangover. The location of Casa Dona Susana is great; tucked away in a quiet alcove with a private adults-only rooftop pool. There is another lightly-used small pool at Los Arcos across the street, then the “main attraction” is the Playa Los Arcos one block down on the beach.

Internet speeds were solid and reliable at Casa Dona Susana, averaging 10Mbps down / 5Mbps up. I did not experience the same reliability with the networks at Los Arcos. The open networks at Mar y Vino, Ik, and the spa frequently disconnected or produced unreliable speeds.

The only minor nitpick is that they start shutting down the buffet well before the end of the meal time. We were extremely excited for a steamed seafood lunch ending at 4:30, showed up to the buffet at 4:05 and were told the seafood was already put away and they wouldn’t make it for us ☹️. Overall, we really enjoyed our vacation at Casa Dona Susana...

The most ridiculous check-in ever. Instead of initially charging us the full amount, they only charged for one night. However, we had a pending charge from the hotel. The man, Miguel argued with us, made us call the bank, and yes, there was a pending charge. But, it appears that we're actually being charged for 3. We don't know yet. They don't know. They should have charged the full amount instead of treating us like street rats.

From the second we got to the property, we were given shade. First they told us that security would park for us. Then, they demanded I park in a space that wouldn't work. They didn't believe me until the literally moved the motorcycle in the way AND put it back (such that we're also blocked in.)

100% machismo and racism felt from the moment we arrived. My elderly mother was limping as she carried her suitcase in. It wasn't until Miguel ensured we signed the dotted line that he showed any respect whatsoever. Pathetic!

To make matters worse, when we booked we were promised access to the sister motel. Nope! Only allowed to go to their rooftop.

False advertising and nobody stood by their promises. We booked on April 26th. See who was working that day and take it up with them. Nothing has been smooth since! Two thumbs down. Sad excuse...

Do not book here. Like some other reviews are already saying. They charge extra hidden fees for things not listed when first booked, including an additional fee for the second guest booked with the room for their breakfast that's advertised as "included", late check out fees counting by the seconds, etc.

When our friends tried to grab us to go to the beach, with no intention of staying in the room for any extended period of time (less than 10 minutes), the front desk woman and security man approached on multiple occasions in that 10 min span, with a less than pleasant attitude, trying to charge fees as if the friends were full time guests. The last encounter threatening to call the cops if we refuse to pay the fees immediately. In no where was this rule spelled out when trying to book.

For a "cozy upscale hotel" supposedly with good hospitality, these experiences were surely less than pleasant, and that's putting it nicely. While the location is in the heart of zona Romantica, you'd be better off supporting other businesses with a more welcoming attitude, or even local private hosts at a better price. Rarely do I post a negative review on Google, but this has definitely crossed a line.

Most other places here are friendly and welcoming....