Ramada Encore by Wyndham Guadalajara Sur — Hotel in Jalisco

Worst service in any hotel I've been to

First the upside: The rooms are fine, bed might be too soft (or just a local preference), room service and bar staff is nice. For this, I gave the two stars. Neutral note: The location is far out of the city. But that’s known in advance. The downside: The reception is a nightmare. The staff is stubborn to confirm their English, but most of them do not understand any sentence longer than six words. Unfortunately, that is not a joke. You have to speak in easy sentences. My ~B2 Spanish helped a lot but also hit limits now and then, and then it got very complicated. And communication is the weak point of this entire hotel. At arrival, they requested my credit card. That is normal. The terminal didn't work. Can happen. So they requested a payment in cash. I paid, believing that was a deposit for my stay. It turns out it wasn't, but I had to figure it out with bits of information laid out during the days of my stay. I arrived on Sunday, and every evening until Friday my keycard wouldn't work on arrival. Monday: the credit card terminal worked, and I provided my credit card. They returned my cash payment from Sunday. Fine. Key card didn’t work. Staff fixed it. Why not, can happen, I thought. Tuesday: Key card doesn't work. I complained. One receptionist asked if I paid the night. Questioning, she explained I have to pay every night I stay, one by one. I insisted that this is very unusual and argued, they had taken my credit card already. She explained I only paid one night, and she literally said this is how they handle it, leaving no alternative. After long discussion, they unblocked my key card, I could enter my room without any payment. I requested to talk to the manager. Wednesday: A call from the receptionist. She wanted to transfer to the manager. Finally, I thought. But she just hang up. The incompetence in this hotel spread from communication to phone handling. And there was no second attempt for this call either. Wednesday evening: Key card doesn’t work. I complained. They explained again I have to pay. Also, asking about my laundry from Monday, they kept it in custody, since I didn’t pay. After discussion, one receptionist that wasn’t there so far finally appeared to be capable of English. He explained that they have no security by credit card from me. I asked them how that is possible, since I already provided my credit card. He explained I only paid one night. Now this guy came up with an ingenious solution (yes, sarcasm): They could just take my credit card as security, and the whole thing would be solved. What a suggestion! Why not from the very beginning? We did as suggested – and the normal proceeding in every hotel in the world – and they promised the whole thing would be over. I even got my laundry. Thursday: Key card doesn’t work. It’s ridiculous. They now explained if I put my card too close to my phone, it might break. I always had them In different pockets, so that’s not the explanation in my case. I gave up and did not reply. Wasted energy. They now gave me two key cards to make sure. Friday: Key card worked. Last day of stay. I asked to do the payment for my stay, since I have to leave early in the morning and wanted to prepare as best as I could. They explained it was not possible, since I cannot pay in advance. Reviewing my story, I did indeed pay in advance, when I did the payment for the first night. So apparently it works. They just don’t know how to or don’t want to for unknown reasons. I shouldn’t worry, though, they said. The invoicing is “very easy”. I mentioned that nothing of my stay was easy so far. One receptionist rolled eyes. Thank you very much for your kind service. The whole trouble could have been resolved if they just had explained what was the matter from the very beginning. Instead, they accepted frustrating the customer. I should have checked out during the week. In all this trouble were involved around 5 different persons from the reception, only one being capable of proper English and providing a...

This would have been my third time here, had it not been that they decided to cancel my reservation last minute. I called ahead of time letting them know I was arriving after midnight due to flight delay, they reassured me I still had my reservation, I get there and there's no more rooms! No explanation, just no rooms. So the worst experience ever! Next day I call, and the person who talked to me, was super rude and said it was ok to not guarantee a room because I only had a reservation, but was not paid... Excuse me? So why on earth would you have a web page, where you reserve rooms! In that case, wait until your guests arrive at your door?? Very rude and unknowledgeable. The manager was more accessible but still, just offered breakfast for the damage. For a hotel that is always receiving guests late at night (big companies have their visitors stay here) it's out of place to sell the...

I feel very disappointed with this hotel. We are traveling by car. On our way my wife suddenly felt sick. I had reservation at this hotel and asked to give me a room with a bath tub. But they don't have such rooms. When we came into room we found out that remote for TV was broken. And it was truly broken - into two separate parts. It took stuff one hour to bring me remote that worked. Meanwhile they brought me another two remotes that didn't work. Finally next to my bed a found a big sticky spot on the floor. I discovered that it was a spoiled glass of orange juice from the previous person who lived in that room. You know what that means? That they do not wet wash of the floors between customers. You stick to the floor? Not a big deal! And avoid visiting restaurant on the ground floor. They...