Hotel Rex — Hotel in State of Mexico

Truely terrible experience. I booked 2 nights here (on Booking it’s called ‘Hotel Rex’, on Google Maps Capital O Hotel Rex). Firstly, the photos of the rooms don't look anyting like real life. And my story: on the first night I woke up to itching, what I first thought were mosquitoes, turned out to be BED BUGS – see photos. I found 4 bed bugs crawling on my bed, got bitten at several places all over my body. This was at 3:30am. While I would have loved to leave the hotel all together, it was not possible at this hour, so I requested another room for the rest of the night. (In the morning I realized that the new room had a broken faucet spraying water all over me and the bathroom…) In the morning I told at the reception that I’m moving out, the receptionist took my details and agreed to reimburse me for both nights (which I prepaid on arrival). They informed me that it will take a couple of days to refund the credit card payment. After nothing happened a week later, I wrote them emails – got no response. Another week later I went there in person, spoke to the manager, who first told me that the receptionist didn’t take my details correctly (??) than wanted to dispute my claim for a full refund (saying that I got another room for the first night, wanting to only reimburse me for the 2nd night which I didn’t spend there), than later (when I mentioned that I am still itchy from the bed bugs and that I am not willing to pay for that night) he agreed to reimburse in full and promised that they will transfer it within 24 hours. This was two weeks ago, nothing happened, they don’t respond to my emails. Apparently, they are taking advantage of me being a foreigner on the road with limited Spanish, they lie and make false claims, they do not respond to emails, and they have old, run-down facilities (borderline-disgusting by itself) and BED BUGS. (Except the night-guard who gave me the new room at the middle of the night) the receptionists or the manager never once apologized or showed regret or surprise for what had happened, so one can assume it wasn’t the first time someone...

BED BUGS & TERRIBLE CUSTOMER SERVICE, never received the promised refund. I booked 2 nights at here (on Booking it’s called ‘Hotel Rex’). On the first night I woke up to itching, what I first thought were mosquitoes, turned out to be BED BUGS – see photos. I found 4 bed bugs crawling on my bed, got bitten at several places all over my body. This was at 3:30am. While I would have loved to leave the hotel all together, it was not possible at this hour, so I requested another room for the rest of the night. (In the morning I realized that the new room had a broken faucet spraying water all over me and the bathroom…) In the morning I told at the reception that I’m moving out, the receptionist took my details and agreed to reimburse me for both nights (which I prepaid on arrival). They informed me that it will take a couple of days to refund the credit card payment. After nothing happened a week later, I wrote them emails – got no response. Another week later I went there in person, spoke to the manager, who first told me that the receptionist didn’t take my details correctly (??) than wanted to dispute my claim for a full refund (saying that I got another room for the first night, wanting to only reimburse me for the 2nd night which I didn’t spend there), than later (when I mentioned that I am still itchy from the bed bugs and that I am not willing to pay for that night) he agreed to reimburse in full and promised that they will transfer it within 24 hours. This was two weeks ago, nothing happened, they don’t respond to my emails. Apparently, they are taking advantage of me being a foreigner on the road with limited Spanish, they lie and make false claims, they do not respond to emails, and they have old, run-down facilities (borderline-disgusting by itself) and BED BUGS. (Except the night-guard who gave me the new room at the middle of the night) the receptionists or the manager never once apologized or showed regret or surprise for what had happened, so one can assume it wasn’t the first time someone...

Pésimo lugar, el señor de recepción muy amable, me vendió la habitación mas cara (y supuestamente recien remodelada) porque según ya no habia mas habitaciones; sin embargo, al llegar a la habitación el piso se encontraba sucio y se sentia pegajoso, no habia jabón, ni toalla de mano o papel, el lavabo no sirve, no tenía ni mesa ni buro para dejar celular o cosas personales, el control de la televisión no sirve, al irnos a dormir me percate que en la sábana y en el colchón había residuos de fluidos y marcas de sangre

Si se supone que pagué la "mejor" habitación y la mas cara no quisiera imaginar como estan las mas sencillas y de menor precio

Entiendo que no es hotel de lujo, pero por lo menos limpieza y lo básico si deberían de tener y cuando externé mi inconformidad en recepción solo me dieron un correo para levantar mi queja, y ni una disculpa por el mal servicio pudieron dar.

Lo único rescatable fue la ubicación, pero definitivamente la...