Casa Bella Hotel & Suites — Hotel in South Padre Island

Recently stayed at the casa bella hotel. First things first, was placed in a double bed room when I reserved a single king initially for my boyfriend and I. Not the worst thing that could happen but definitely not expected and we made no complaint about it because it wasn’t something that was putting us at a total inconvenience initially. The restrooms were pretty grimy.. the shower curtain had stains of all sorts on it. Definitely would recommend wearing your sandals when showering in it. We had spent an entire day on the beach and were expecting to come back to the hotel to shower so we can get clean and dressed for dinner only to get back and see that only one towel was provided and NO shampoo, conditioner, OR body wash?! like what?? what kind of hotel doesn’t provide that? Even a motel 6 provides that. I will also go ahead and comment that the pool does not close and that there were literally very loud families out there til almost 4AM. My boyfriend and i went out by the dock around at 12 AM and were fishing for about an hour and decided to come back inside and go to sleep, but when we got to the room the key was not working. We were locked out. We then went by the front office and, to my surprise, no one was there. There was, however, an emergency phone number posted on the door. Having no other option, my boyfriend and I called the number not once but THIRTEEN separate times total and never got an answer. Obviously I was scared that we weren’t going to be able to get into our room which had literally all of our belongings in it (wallet, keys, etc), so after not getting a return call for an hour I called the police and wanted to see if they could be of any assistance. The police then told me that since no one was in immediate danger they would be of no help. When weighing our options, we were either going to have to sleep by the pool area or climb over side railing to get to the balcony (since our room was on the second floor) and access the back door. KEEP IN MIND, i am absolutely terrified of heights and have been ever since i was a kid but i would rather face my fear than have to sleep outside especially after having paid for the room at a rather steep rate. I gathered all my courage and made my way over the railing and shimmied over to my balcony and climbed over that to finally get back into my room and let my bf inside as well. It was only THEN after I was able to access my room after facing my literal WORST fear of heights climbing over a balcony on the second floor, that I finally received a call back from a rather sleepy sounding individual apologizing that he didn’t respond sooner. Too little too late for me. The emotional journey i had to go through because there wasn’t anyone available to assist me is something I can’t just forget. The man offered to help us out with our key issue the next day and when we went to the office, they seemed to be putting the blame on us for putting our hotel key in our wallet which they said messed it up? If this is even the case, they should’ve given us a warning about that when we first checked in. I will definitely not be coming back to stay at this hotel. Extremely disappointed in the customer service of the establishment as well. You’ll have a better experience staying at a Motel 6 than this hotel here. Do...

We had booked a flight/hotel package and pre-paid the first night, as per their policy. Our flight was due to land around 10:30pm after a 3 hour layover in Houston. During our layover (6-9pm) they called us twice asking why we hadn’t checked in yet. We told them we would be there hopefully between 11-midnight. The second time they called they asked if they could go ahead and charge our credit card for the whole week to expedite the check-in process as they planned to close (?!) the front desk! Keep in mind their website states they have a 24/7 front desk, as MOST hotels do! We agreed to the charge. Our flight was delayed about 40 minutes, obviously this was beyond our control. We got to the hotel at 12:12am and it was dark and locked up. We called every number we could find and banged on the door for about 15 minutes. We were at a total loss, and after traveling for 12 hours it was not a great start to our vacation. We ended up having to walk, with our suitcases to the closest motel we could find and paid for one night in a less than desirable cheap motel; we were simply relieved their front desk was still open! The next morning we called to simply request that they refund that first night, we planned on still staying there for the remainder of our one week stay. Instead we were spoken to very rudely and told we were considered a no-call/no-show and they would not issue a refund! They said they left a note on the door with a number we should have called. We had looked in every window and door, there was no note. Furthermore, if that was an option why didn’t they give us that number when they spoke to us during our layover? We asked what kind of hotel closes their front desk!? What if we had an issue while we were staying there? Would we be left high and dry if, let’s say we accidentally locked ourselves out, and the front desk had closed? We tried to no avail to get them to see it from our point of view and they said we had to call the website we booked through if we wanted a refund. Several minutes later they called us back and told us they thought WE were rude in the way we had spoken to them and they cancelled our entire stay! Luckily we were able to find a much nicer, and apparently, based on these reviews, cleaner hotel who was happy to have our business for the entire week. ||We did receive a refund for the remainder of our stay but were still charged for the first night. We are currently dealing with the booking website to get that night refunded. We come to South Padre every year and this has been the worst customer service experience we have ever received. For an island that survives exclusively on tourism, this was a huge disappointment. Stay away, plenty of other places would be HAPPY...

We arrived early (after booking 2-3 weeks in advance) only to find out that our reservation hadn't been entered into the system. The desk clerk managed to find us rooms (even though they were supposedly fully booked - Valentine's weekend). Our room had a musty smell, there were crumbs on the windowsill, small stuff on the floor, dirty looking bedspreads, a dirty towel hanging on the back of the bathroom door, towels were threadbare and grey (instead od white), dirty taps, sink, mirror and bathtub and dust on the headboard of the bed. I cleaned the mirror, taps and sink before we used them). There were unzipped pillow protectors on the pillows (no pillowcases) and no mattress cover (just the sheet). I used the pillowcases from the extra pillows crammed onto the upper shelf of the 'closet' area. I don't know for sure that they'd been laundered since they were jammed on the shelf so they were badly creased at best. Thankfully, we didn't see any bugs. The furniture was VERY dated. The drawers in the 'dresser' had huge water bubbles INSIDE the drawers. The phone was a push button desk phone from the 70's. The clock radio was powered by the light switch at the front door which meant you couldn't use the clock at night unless you wanted the light on all night. When we returned from our dinner at 9pm, the office was locked and dark. When we called the number posted on the door, we were told that she had to go feed her children. On her return, we were told that they close if they're fully booked. Obviously you couldn't call and request a wakeup call in the morning. What's up with that? That's when people might need them! 2 garbage bags were left in the ground by the sidewalk and someone had dropped bread and a Whataburger bag beside the garbage bags. The attendant was back at the hotel later that evening but didn't pick up any of the trash. This place has the potential to be a beautiful place but it would take some investment, caring and TLC to bring it back to its glory. It has some beautiful architecture. I'd rather pay a little more to know that the bed I'm sleeping...