Casa Fernanda Hotel Boutique — Hotel in Morelos

Where do I even begin. I stayed here while shooting a film in September of 2020. I chose the hotel cause they had a Sauna and Steam Room during the Pandemic that was open with strict protocols. Me and my team followed all their protocols but while sitting in the Sauna a woman came and started yelling at me in Spanish. I did not understand what she was saying. She brought the owner of the hotel (A bald guy) who was equally rude in Spanish, and when my friends who spoke Spanish arrived they said that we were not allowed to stay in the Sauna for more than 10 minutes and we could only use it once. When I inquired why...the old man told me to get out. Even if that was the rule and a customer did not agree with it, there is a way to communicate with people and the owner of this hotel is the rudest person in the service industry I have ever come across. I decided I wanted to leave a night early after this experience and the fact that the air conditioning was not working properly in my room. The owner refused to let me leave without paying for the next night and when I refused he blocked our exit from the hotel, called the police and threatened me and my co-workers. Luckily the police intervened given that I was an American and we settled our food bill with the hotel, did not have to pay for the additional night and the SPA fees and we left. I have lived in Hong Kong, London and currently in Beverly Hills, California, I have travelled the world and stayed at 1-star hostels and 5 star hotels. This is the worst experience I have ever had. Tepoztlan is an amazing place and there are much better hotels there where incredible service such as Buena Vibra and Ammomxtli (where I stayed the next night and had a great...

This place is beautiful, however there are a few things keeping it from being a 5 star place. With some improvement it would be fabulous. The good, the property is beautiful, clean and tranquil with a lovely setting. The not so good, when you arrive you are greeted by the grumpiest, mumbling hostess, that does not make you feel special or welcome. Her energy level is at zero and she never smiles, it did not warm us to the property initially. Then a grumpy guy, without a smile or a hello took us to our room. We were off to a bad start...we went for lunch and were asked if wanted the deck, we said yes, and then the waiter also came and asked us if we would not prefer to be sat downstairs and for some reason was trying to move us? Awkward. He looked like he still needed to be trained the ordering was strange and not very warm. The food, was cold and mediocre, definately not gourmet, they really need to improve the food to take this up to the calibre of the resort. The view was beautiful!! We had a spa appointment for the afternoon and here they excelled, amazing spa, lovely warm staff, best massage I ever had and enjoyed the free thermal bath treatment included. Our room was nice, however, the bathtub, which was lovely only ran cold water, so I could not use it. In the evening the staff changed and what a difference they were warm and friendly and even got me some bug spray as the bugs were out. If they can retrain all the staff to be more professonial and consistent and if they can fix the food, this place would be a five...

Incredible rooms but sadly very inconsistent service.

It’s a beautifully designed boutique hotel, I loved how small and intimate it felt but unfortunately there were a lot of things that didn’t make sense or weren’t up to the standard of a 4-star hotel.

E.g. The pool is heated in a 33-degree Celsius heat during the day (which didn’t make sense), the room service button didn’t work, the first breakfast I had didn’t include a yogurt fruit bowl. When I ordered a beetroot goats cheese salad - I had to ask for the missing goats cheese. When we asked for more water at 7am, they didn’t bring any. When we went to have breakfast at 8am - there was nothing available or ready.

I could go on and on.

The most disappointing part was me trusting that hotel is private and small enough to leave a few of my belongings on a sun lounger by the pool. The next day none of the staff could find anything. They somewhat tried to blame other guests for grabbing my cap/suncream which I struggled to believe when the rooms are between $200-400 a night.

We got so fed up with so many inconsistencies that we decided to not even bother with the spa (which again, the hotel receptionist couldn’t even reserve for us?).

The King Suite with a private garden and a bathtub was incredible though. Very spacious, well designed, bright but also lacking a mini bar fridge.

The service wasn’t worth the value so I wouldn’t recommend to...