Hotel Casa Rosario

The staff and the fact that the property has a common room where I can use to eat or store some groceries in the fridge.

Spacious rooms, comfy beds, great aircon. Showers had great pressure and hot water (a rarity for Mexico!). Peaceful and quiet hotel. Pool area was a lovely way to cool down. Big carpark with easy to access parking.

Nothing.

Everything’s great. Lovely staff and safe parking.

Excellent location and parking. The room was quite basic but with everything we needed

Clean hotel, centrally located, three or four blocks from the central square. No restaurant in the hotel, but there is a dining room with tea and coffee making facilities, crockery and cutlery, sink and fridge for guests' food. Three blocks south on the same street is an excellent vegetarian/vegan restaurant, Le Kaat.

There was nothing we didn't like.

Room was room full of cockroaches, had no sound insulation, and the toilet didn’t flush. Had to change hotels late at night. I told the front desk guy that I could not stay there because there were cockroaches and the toilet didn’t flush. At no point did he dispute any of this. I asked him for insecticide so I could spray my luggage and hopefully not bring cockroaches to my next destination. Without arguing or seeming surprised, he handed me the insecticide, and I proceeded to spray my belongings, keeping the door open. When I moved my suitcase, a cockroach ran out from under it. I screamed and, in my surprise, I did some sort of jump. Because I had a shoulder injury, the sudden move caused me extreme pain and I had to go out of the room and sit down for a while, waiting for the pain to subside. The front desk guy was there for all of this. He heard me scream, he was right there when I sat down, and he knew that my shoulder was in pain because I had made a sudden move when a cockroach surprised me. For the refund, he said that I needed to contact Booking. This made sense to me, since I had pre-paid through Booking. I then asked him if he could help me get a taxi (thinking he might have a number to call). He went to the entrance and flagged a taxi down. I said good-bye, got in, and was on my way to the new hotel. Obviously, I paid for the taxi myself. This is where things get more outrageous and unbelievable. From my new hotel, I messaged Booking’s customer service to say that I had left the previous hotel as my room had cockroaches and the toilet didn’t flush. They got back to me the next day, saying that they would not refund me because Casa Rosario told them that they fumigated the hotel everyday, and that the toilet didn’t flush because I had left it full of toilet paper. Furthermore, Casa Rosario told Booking that THEY had taken me to a new hotel. (continue in next segment)

1. Cockroaches: I have no way of knowing what the staff at Casa Rosario does or doesn’t do everyday. What I do know is that my room was full of cockroaches and that for Casa Rosario (and Booking) to expect a client to stay in and/or pay for such a room is absurd. 2. Toilet: I only used the toilet to pee and I did not leave it full of toilet paper. I have lived and traveled in Mexico and other countries where plumbing isn’t the best, and I am well aware that one must be careful. Furthermore, this was not a case where the flush starts and then the toilet gets clogged. Instead, the flush mechanism did not initiate at all. And again, the front door guy didn’t dispute it or seem surprised, so I suspect they already knew that the plumbing was faulty. 3. Giving me a ride: This is such a ridiculous assertion that I don’t even know what to make of people who lie like this. Is Casa Rosario staffed by little kids? To reiterate: They did not give me a ride to a new hotel. I got in a taxi, alone, and I paid for my ride. Without verifying their claims or asking me for further information, Booking closed the case. I have been using Booking for years specifically because I thought that they were more trustworthy than AirBnB. This was the first time that I had to contact their customer service and I learned the hard way that they offer zero support. Apparently all they care about is getting their commission–and that night they got two commissions from my two hotel rooms. I am going to file a complaint against Hotel Casa Rosario with PROFECO, the Mexican Federal Consumer Protection Agency. If you choose to stay at this hotel and they scam you, I strongly suggest you do the same. These people will only curb their scummy and scammy behavior if forced to do so.

Good location for walking around and close centre and church Friendly stuff Perfect point for Chichen Itza trip ~45km

Mattress was not in good condition

The staff were friendly and courteous. I liked the location and that is was not too far from the Centro. We loved the front balcony upstairs on the second floor.