Hotel Ramada Plaza Veracruz — Hotel in Veracruz

So I book this hotel on trip advisor and book 2 rooms without a problem. As you can see the confirmation is attached to the photos.||I arrive after a 6 Hour drive from Mexico City at 9 o’clock at night and I’m extremely tired and find out that their hotel is oversold and there are no rooms. I tell them I have a reservation but they said they’re sorry they are full.||Being as VeraCruz is a Beach town on the weekend you can imagine that all the hotel rooms are booked. I asked the receptionist abd then the night manager what do I do since I need two rooms and she states there are no rooms. However three people come in and check in after I am there and get rooms. When I ask her why they got rooms, she says because they already paid for them. I showed her my trip advisor confirmation with my credit card and she said that since they didn’t take a deposit it wasn’t paid for. I again get the blank stare of helplessness||I ask her what her plan is since I don’t have a reservation anywhere in the city and she says she sorry that she can’t help me. She said she’ll try to make some calls for me which she called one or two hotels and said I’m sorry there are no rooms in the city. Im basically screwed. ||I asked to call her manager and she states that he’s not on duty nor is the general manager. She refuses to let me talk to anyone but her. So it looks like a nice hotel but the customer service is absolutely the worst. Do you self a favor and ignore this place if for nothing else because of their lack of professional behavior.||Look at my reviews. I review A lot of places and have a lot of readers. I also don’t leave a lot of negative comments. I had to drive an hour and a half and 100 km on a dangerous poorly lit road exhausted to Xalapan to get a room. Because they reserved more rooms then they had available. I even show them the TriP Advisor page that states they had five rooms left but they still will not budge. They said it was incorrect||If you are the manager this place think very carefully before you contact me. Have a solution not an excuse and not an apology. I do not give out bad reviews unless they are truly wanted and in this case I can’t think of a better place to get it.||If you think you have a reservation think twice. They will only give you a room if you have paid for your room in advance although that is not printed anywhere.....maybe. ||Trip advisor, they state that you are not a reliable service why let them list with you? So I’ve got a headline for them. If you don’t think Trip Advisor is reliable or is wrong, don’t use them. Don’t post on them. You are dishonest, unprofessional, and heartless. I hope At least 100 people read this post and decide not to book with you because of your lack of...

I am a regular traveller to Boca del Rio, usually booking at IHG Hotels, however due to the high season I was forced to experiment.||The hotel in general has a nice appearance, the rooms are clean and cozy. ||My bad experience started with the unexperienced or untrained personnel. I checked in at 8:00pm, after a 8hr driving trip, just to find out that the pool closes at 8:00pm. The given reason for closing the pool this early was that it's normal here in Veracruz. However, last time I stayed at Holiday Inn, we stayed late at night in the indoor-temperature-controlled pool. I understand this, my kids don't!!!||The room's safe had no batteries (the bell boy told me in advance), however no action was taken before we entered to the room.||The hot water had a long delay to flow in the 4th floor.||Basically my feedback for the hotel is to improve customer satisfaction by training the staff in focusing in the guest. ||My suggestion for the travelers, if you are looking for an exciting lodging, choose another hotel (A franchise one: IHG or Hilton), while you are traveling the less problems you have is better. The price vs the service is...

This place is a joke. The level of service is horrible. The decor is old and very dated. The rooms are super basic and almost prison like. The bathrooms are even less than basic and very not quality. Toilet seats move and shower head was filled with gook. I will never stay here again. The staff is rude and the pretend they don’t understand English. The general manager of this property actually said to me “ I don’t speak English so I can’t help you” like a professional in an upper management role said this to me. WTF I can’t even make this up!! And the best part is the joke of a customer service line they have. I have filed a complaint with corporate over a week ago and still have not heard back. I was told someone from the hotel sent me an email!? Yea definitely not. So not just service but any form of contact is also limited with this company. I’m good there’s plenty of other amazing choices right across the street like Plaza Galleria or AC Marriott hotel. Good luck and get your stuff together because this is sad how your...