Posada del Tepozteco — Hotel in Morelos

I stayed at this hotel this weekend. The common areas of the hotel are very nice; but the rooms are not. The pool also has some lounge chairs from 1990 that need to be changed. Back to the rooms: the real estate is very old, the bathroom looks very old (although they are clean), and even the smell of the rooms is strange. And they do not correspond to the photos published on the Internet where they have a very nice Mexican decoration. Oh, and also the televisions do not have cable, only the possibility of connecting to some platform, but their internet service is very bad. But above all, I did not like the attitude of the people working in this hotel, since in the hospitality industry, usually hotels strive to offer extra and personalized services to their customers to make them feel special: but in this hotel it is not so, and you can see that they train their staff with the only goal of charging as much as possible. I understand that it is a business and that as in any hotel, extra services have an additional cost. But here, besides the fact that there is no attitude of service and kindness, I think they border on being stingy and miserly. To begin with, in all the hotels in all the countries I have been to in my life, they always allow you to check in before. Here it is at 3:01 not a second earlier. Just like check out, and they even deactivate the keys at 11:01. This is the first hotel in my life where I see that. I asked to pay for my stay at the hotel, as there was one person in the group with her child who was not safe to attend. But when I arrived they had already charged me (without my permission) including the extra cost of the 2 people (even though I requested a double room). My mom was on a very strict diet and they never did anything to accommodate her requirements, but a glass of almond milk she asked for was charged at $80 when the menu says $15. We had a temazcal and we really enjoyed it; I must mention that Abril made this experience something very special. But before that, they were chasing us all day to charge us for it, as if we were going to run away from the hotel to avoid paying for it. And they also charged us $700 extra for a 6 year old child who was in the group. In short, in my opinion I think that the value for money of this hotel is not worth recommending it. I think it is very expensive and even though it is a 4 star hotel, I think its services are not up to...

We arrived the night before Revolution Day to Casa Fernanda. We had no idea it would be such a busy weekend but of course! I got my dates wrong and booked incorrectly. Casa Fernanda—and I'll leave another stellar review for their over the top gracious service as well—went out of their way to find us what seemed to be the last room available at Del Tepozteco... And what a treat! They got us in so we didn't have to turn around and go back to the city with only a twenty minute wait. Our room was cozy and glamorous with a cute terrace. The views are spectacular. The common areas, pool and spa amenities are, like, low-key Belmond palace-y in a fairly rural area. Very impressive. Our dinner at the hotel was FANTASTIC. Grasshopper salad and corn pasta. The mole-chicken dish was superb and they gave us our choice of cuts. If I'm being honest, the best part of my stay was my 80 minute massage with Sara. She combined a number of different techniques that left me so chill, I booked again for the morning before we left. Everything about this place is amazing. From the sweeping views of the majestic mountains to the chill vibes yet top notch service of all the staff. No one here had to go out of their way to accommodate us on such a busy weekend, but they sure did. I'm eternally grateful. They totally saved us and then treated us with generosity and finesse. There are tiered gardnes with lots of secret intimate spaces to look at local and well landscaped flora and fauna. Seemed like a lot of regular, return locals were enjoying their stays. An authentically Mexican chic vibe in a place that could easily be over-run by American tourists—see: me. Loved it. Everything about it. + Book your...

Terrible Experience with Double Charges and No Resolution!

My boyfriend and I booked a room at Posada Del Tepozteco for a friend’s wedding, but the experience turned into a nightmare. Somehow, they ended up charging us twice – for two separate rooms – even though we only made one reservation. Despite reaching out to resolve this mistake, they refuse to refund the extra $1,200 dollars we were wrongly charged.

It’s incredibly frustrating dealing with this lack of accountability, especially when it feels like they’re more interested in holding onto our money than addressing their mistake. We did everything correctly on our end, and now we’re left with a massive bill we shouldn’t have to pay. If you’re considering staying here, beware of shady billing practices and a management team unwilling to resolve issues.

I would not recommend this hotel to anyone unless you’re ready to deal with billing chaos and a lack of support. This experience has left a bitter taste, and we definitely won’t be back.

In response to the owner, when we checked in there was absolutely no mention of another room under our names. We also got the confirmation emails 3 minutes apart. Why would we check to see if the confirmation numbers are different if we are a couple and were only trying to reserve one room? You did WhatsApp me about a room, but on the day we were checking out! It said absolutely nothing about a no-show. This type of disrespect to the customer and refusal to work with us at all to resolve a second $1,200 dollar charge, is unfathomable. What a way to tarnish our...