4/10 Poor
Guadalupe
Travelled with partner
28 July 2025
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was not willing to give me an explanation as to why my dad could not come up to my room to just visit. My dad resides in Mazatlan and he wanted to come upstairs to get some stuff I had brought for him . I had to pay an additional 400 pesos a night if I wanted him to go past the lobby. I asked to point out the policy in the paperwork I signed as well to point out where was that information in Expedia. They had zero explanation and they left me to wait for the general manager which also could not give me a clear explanation. She stated “ it’s policy” I said I will honor it if she can point out to where it states that. The room was hot, the vents are dirty and old. The shower rail was broken. The windows were missing blinds, the walls were dirty. The cleaning crew were the only nice ones the whole time we were there. They also did. It allowed for you to go to the pool with any bags, coolers, snacks, or speakers. They will turn you back around. I have pictures that I can submit as well as to how the condition in the room was for me. Expedia needs to be aware of what type of customer service is being given to their customers as well the reality of the state of the rooms . For the price I paid , I minus well would of stated at the Hilton with better quality of hospitality and care. I’ve had stayed at the palms at least 5 times prior and by far this has been the worse welcoming.
Guadalupe
Stayed 6 nights in Jul 2025
