Casa Aura

Buena atención a el cliente.

On November 15th I called the hotel directly and spoke to the manager, Alberto Aquilar, and asked him if he had a room available the following night, Nov. 16th; he said he did, and that the rate was 400 pesos MZ per night. He took down my name and telephone # and said he would reserve a room for me. I asked him if he wanted my credit card # but he said that was not necessary. I told him I would be traveling by bus from Queretaro, and to expect me around 8pm in the eveing. As this was a holiday weekend and rooms were scarce, I was a little concerned that he didn't take down my credit card #, so I sent him a follow up email to confirm my reservation the following day, November 16th., to which he replied confirming my reservation. The following evening I arrived at the street address, but there is no signage with the name of the hotel. Regardless I ring the bell, a young teenage boy answers, and it turns out that this is the hotel. However, the boy says he doesn't have a record of my reservation, and regardless, the hotel is completely sold out with no available rooms. I explained to him that I reserved a room with the manager over the telephone, and showed him my confirmation email; he says sorry, there's nothing he can do. I then get into a conversation with a Mexican lady and her daugher who are sitting in the lobby and VERY unhappy--she has a confirmed reservation at Casa Aura via booking.com,. The teenage boy confirms that her reservation shows up in his system, but nonetheess they don't have a room for her either! I then asked the boy to call the manager on the phone, which he does, but he soon hangs up and says that the manager doesn't want to speak to me!! The Mexican lady is #$%&^ off, and tells the boy in no uncertain terms that it is his responsibility to find she and her daughter a room. He tries, but as it's a holiday weekend every hotel he calls is sold out. End of story, we finally find two rooms (for double the price!) at a really sketchy hotel located near the bus station. We take it as it's better than sleeping in the streets, but obviouly neither of us is happy about it. Whatever you do don't book a room at Casa Aura--they don't even have enough pride in their business to have a sign indicating that they are indeed a hotel, and clearly they don't give a @#$^% about their guests!! There's not much worse than ending up in a strange city at night with no hotel reservations and all the hotels in town sold out....