The Inn at Mazatlan Resort & Spa — Restaurant in Sinaloa

The guy who checked us in was super nice, he called someone so we could get a cheaper price but when looking at the prices now it was still expensive for the experience that we had. We checked in and then headed to the elevators.There is only one elevator that takes us up so when we get there it isn't working. My grandparents who are 80+ years old had to walk up 8 flights of stairs with luggage as well as everyone else. Then when we finally arrived to the room there was no A/C in the room. You have to turn it on when you get there as well as the refrigerator which wasn't mentioned to us at all. The air in Mazatlan if you haven't been is super hot and humid. So we're all exhausted and then find ourselves in a hot room. The A/C never worked in the room the entire stay and we mentioned this to the front desk 4 times and nothing was ever done about it. We also noticed a dead cockroach in the room when checking in, and when we mentioned it to a staff member they said it was common and didn't do anything about it again. The elevator only fits 4 people and always seemed to be not working. A family member even got stuck in the elevator during our stay and there is also no A/C in the elevator. The day of checking out it had stormed over night and the floors in the halls were flooded. You couldn't step outside the room without getting your feet wet to your ankles. There was no staff members anywhere to be found to help get the water of of the floors. When getting to the elevator to go downstairs the elevator was not working (again). So we had to go down the stairs with luggage, mind you the stairs were soaked with water as well. My mom hurt her hand because she slipped going down and was able to grab the handle bars but it did leave a bruise. We went to the front desk to check out and there was no supervisor to talk to about our experience because hey don't come in until 9am so they told us to write it all down and call back later.There was never anything done, there was no...

As an owner at this time share there seems to be a downturn in the quality of the units and an inability of the staff to make corrections. There has been an ongoing pattern towards less and less customer service and less money spent to maintain the units and keep them at a customary standard set by other Time Shares and Hotels in the Golden Zone of Mazatlan. As to the units: No Black out curtains for the bedrooms. Dust accumulated thru out the unit, vents dirty and dusty. drains not draining curtains torn only an old and used kitchen sponge for cleaning dishes. gym not clean, machines have sweat dried on them, no towels or wipes. lack of enough umbrellas around the pool area cloudy pool water. mold around the coping of the pool areas.

Additionally there is no way to speak directly to reservation staff (Daniel or Juan). All communications must go thru emails and there is a lack in the ability to get timely answers to questions which may affect the outcome of the reservation. This turns what would be an easy interaction into a lengthy email exchange which could last weeks dependent on how long it takes to get a response from staff.

Additionally the resort offers airport pick up which can be convenient however when we arrived we had to wait 30 minutes as the transport was not there. Additionally the vehicle was so small some of our bags had to ride on our laps.

One last thing to note, this resort has weekly special events. Last year we encountered the same problem. The resort rents out its restaurant and pool area for events. These events begin in late afternoon and early evenings and go till 2-3am. The music is often very very loud and there is a general lack by management of how the music effects it’s customers at the resort.

When management is contacted there is little response and a “shrug of the shoulders”. Some form of understanding by management of how the loud music affects others would help diffuse a rather selfish perspective...

This property is quite dated. My list of complaints is numerous and I WOULD NOT RECOMMEND STAYING HERE. FIrst, everything is OLD and DIRTY. The bathrooms are dirty and need to be refurbished. THe water pressure on the 12th floor is nil, the air vents in the bathrooms and air conditioners haven’t been cleaned in years and you can see the dust caked one. The pillows are lumpy, and the furniture is dated. The whole place needs a complete redo. The staff is generally rude and more concerne with making they charge you correctly than with actually giving good service. I had a sick kid who was dehydrated, I asked for more water, and they told me that only 4 bottles were complementary - and this is with the 2-bedroom “luxe” suite I had rented. Then, if I wanted more, they wanted to transfer me to the restaurant and deal with them charging me instead of getting me water immediately for my SICK KID. I was appalled. The towels at the pool are so old that they are starting to fall apart and you can see the threads coming through. There were only two bright spots 1) they have a magnificent spot on the beach, and evidently they think that this is enough and 2) I needed tickets for the acqurium, and they sent somebody over because the aqurium site wasn’t functioning. IN general, I WOULD NEVER, EVER STAY HERE AGAIN AND RECOMMEND YOU DO NOT EITHER. I give this post with full knowing that I’m still here for 2 more nights, and it’s so bad, I needed to get this review out ASAP to warn as many people...