Nuestra Casa

Never, Never will I stay here again or any other Casa Oro Group property. I gave it a 2nd chance (3rd stay) when I booked Dec. 2022 after a less than great 2nd stay in 2019. This 3rd stay is the worst hotel experience in my extensive travelling life. I arrived on schedule and given the key to the fantastic room I stayed in my last 2 visits. The reception staff did not speak English which posed a communication gap. The only other guest there had been moved from the Casa Oro Hostel due to noise issues. He informed me that they will be doing “some kind of work on a retaining wall the next day”. The next morning I was shockingly and rudely awakened at 6:30 am by banging, hammering, sawing and other loud construction related noises right outside of my rooms door. Apparently this was the construction I was not informed about by the staff. As I was unable to get the breakfast I paid for, I went to the Hostel and asked to speak with the owner/manager when she arrived. I was offered breakfast as I couldn’t eat where I was staying (no ingredients?). I spoke with the owner/manager Maria about the construction issue and how this was impacting the quality of my stay having only just arrived for 8 nights. I was offered a placement at one of their other 3 properties, including the hostel, none of which were suitable for me. She then offered me a discount/refund of 45% and mentioned this no less than 3 times in that conversation. I confirmed back each mention of the discount to be certain that it was 45% discount/refund and thought this was reasonable and fair. The next morning when at the hostel for breakfast I asked her when I would see the 45% (yes I mentioned the number) appear on my credit card app. I was told that this would be posted later in the day after speaking with their accountant. Later that day indeed there was a receipt emailed to me for an amount of money that was not the 45% I was promised. It appeared to me they had not included the first night deposit that I payed in Dec. 2022 when I booked. I replied back about this discrepancy by email with no response back. I was unable to speak with the owner/manager until the day after the next day as she wasn’t in. When I was finally able to speak with her she said she only offered 35% discount/refund and said I must of misheard her and she showed me on the computer where the discount was applied. I disagreed with that amount and she was adamant that she said 35%. There is nothing wrong with my hearing and she mentioned this 45% in the initial conversation, as I mentioned, no less than 3 times. I said to this women that she is lying. That you are blatantly lying to my face and I didn’t want to argue this anymore as I didn’t want to put anymore energy into this already negative experience. I was shocked that I would be lied to from a so called professional in the accommodation industry. It was outrageous. I also had issues with the breakfast that I paid for as the hotel staff

everything, including restaurants, shopping, pharmacy, and rental car was within a short walking distance. there are so many places to eat along the bay. staff was wonderful, and breakfast was amazing!

Habíamos hecho una reservacion para 2 noches y al final nos dijeron que se habían confundido y ellos creían qué era solo 1 noche y cuando íbamos de camino tuvimos que devolvernos y buscar otra opción porque fueron irresponsables a última hora.