Casa Montore by Barrio Mexico — Hotel in Jalisco

I do frequent traveling, and this may have been my worst experience staying any establishment in the world. The property itself is somewhat charming, the rooms are clean, and the staff are polite (for the most part). The hotel I was staying at lost power because of Hurricaine Patricia and I was looking for somewhere else to stay on Saturday and Sunday night. I trust TripAdvisor ratings so I went and to take a look to see if this particular place fit the bill. The person who checked me in, Esther, was an incredibly sweet and helpful young lady and told me that they had availability for both nights. I was happy that I found a place with availability at the last moment and decided to book the larger suite room. This is near the Chapultepec area, and I had planned to go out at night with my girlfriend and her friends for a birthday party. Fastforward to 4:30am and they were not feeling well nor could the "designated driver" drive home. I was left with a dilemna but thought it was the right thing to do to offer her two friends to stay in our room for a few hours to sober up. As soon as we arrived, we received strange looks from the gentleman who was manning the door that particular night but I didn't think much of it. They fell asleep but 4 hours later we received a knock on the door from the hotel owner telling me that there's only two people allowed per room, mind you that this was a larger suite and they were only there for such a short period of time. I asked my girlfriend's friends to leave so as not to cause any confrontation. My girlfriend and I decide to go have breakfast, when suddenly I started receiving repeated calls (while we were eating) leaving messages that it was an emergency and that we needed to come back to the hotel immediately to collect our things because they didn't realize that they had double booked the room for the second night. They offered to take us to Casa Madona, a "boutique hotel" that's one of the cheaper ones in the area for no charge. Well, thanks, but no thanks! We finish our breakfast quickly and arrive to back to see Mrs. Montore wishing to talk to me. My Spanish is at second grade level, if that, so I had my girlfriend translate. The owner was going to so gracious as to only charge us 100 pesos per extra person that she thought was there but give us a refund for the second night. She showed us a Ketchup stain on the blanket asking whether we really felt we deserved a full refund. I wasn't sure if she was serious or kidding. I don't think I've been in any hotel in the world where the owner shows you a stain on a blanket trying to explain why you don't deserve a full refund...yet apparently double booked you for the second night. This is disgraceful and I highly recommend that no one stays at this establishment. Any proper hotel/motel/break&breakfast with somewhat decent customer service would have provided a full refund without lecturing their customers on ketchup stains. By the way, if you do decide to go here...do not, I repeat do not use their contracted "room service" restaurant La Cafateria. I ordered a burger that showed up completely uncooked, not even rare, but just uncooked. The next day I had the worst case of food poisoning I've had in my life. This establishment seriously ruined my trip to Guadalajara and this may be a one off situation based on other reviews, but just beware...

I had an unfortunate and abysmal experience with the administrator from Barrio Mexico. Prior to this, my family and I had been loyal customers of Barrio Mexico, staying there twice a year for the last 4 years, but now I don't plan to stay at any of their locations ever again. ||Unfortunately, this time, my trip was unexpectedly cancelled and so I contacted the hotel a whole month in advance to let them know. The number they provide is through a Whatsapp chatbot. I requested the cancellation and the chatbot confirmed it and said "if i wanted to reschedule to just let them know". No other information, no next steps, no cancellation policy, nothing. Just a confirmation from the chatbot and to let them know if I wanted to reschedule. ||The day of the original check-in day came, and I got an email from Barrio Mexico saying that my check in was almost here. which made no sense because I had already cancelled the reservation. I got in touch with an actual admin named Alexander, and he proceeded to tell me that through an error on the chatbot's part, the cancellation didn't go through, that their policy is that fees are non-refundable but that they can change the date at no extra-cost. ||I thought that was reasonable and asked to just get another day, since I visit very frequently. Alexander then declined to change the date, said that I had contacted them too late to change the date and it was no longer an option. I told him that the error was on their end since the chatbot didn't cancel the reservation as it was supposed to or give any other information. Alexander did not care or take responsibility for that flaw and kept continuously referring me to the policy, which is already vague and doesn't specify what are the rules for this kind of scenario. ||I pointed out the gray area that this situation fell in, but he wasn't interested in finding a solution. He just wanted to keep the money and take no accountability. I would avoid this place at all costs for anyone coming from abroad. Neither I nor my family will be staying with them ever again. There are better priced hotels in the same area, with more reasonable and kind...

I had an unfortunate and abysmal experience with the administrator from Barrio Mexico. Prior to this, my family and I had been loyal customers of Barrio Mexico, staying there twice a year for the last 4 years, but now I don't plan to stay at any of their locations ever again.

Unfortunately, this time, my trip was unexpectedly cancelled and so I contacted the hotel a whole month in advance to let them know. The number they provide is through a Whatsapp chatbot. I requested the cancellation and the chatbot confirmed it and said "if i wanted to reschedule to just let them know". No other information, no next steps, no cancellation policy, nothing. Just a confirmation from the chatbot and to let them know if I wanted to reschedule.

The day of the original check-in day came, and I got an email from Barrio Mexico saying that my check in was almost here. which made no sense because I had already cancelled the reservation. I got in touch with an actual admin named Alexander, and he proceeded to tell me that through an error on the chatbot's part, the cancellation didn't go through, that their policy is that fees are non-refundable but that they can change the date at no extra-cost.

I thought that was reasonable and asked to just get another day, since I visit very frequently. Alexander then declined to change the date, said that I had contacted them too late to change the date and it was no longer an option. I told him that the error was on their end since the chatbot didn't cancel the reservation as it was supposed to or give any other information. Alexander did not care or take responsibility for that flaw and kept continuously referring me to the policy, which is already vague and doesn't specify what are the rules for this kind of scenario.

I pointed out the gray area that this situation fell in, but he wasn't interested in finding a solution. He just wanted to keep the money and take no accountability. I would avoid this place at all costs for anyone coming from abroad. Neither I nor my family will be staying with them ever again. There are better priced hotels in the same area, with more reasonable and kind...