Casa Montore by Barrio Mexico in Guadalajara

0 service. Everything was communicated through app in Spanish. Funny how they asked for a tip when I never met anyone from this place… also very noisy as you can hear people slamming door outside..

I had an unfortunate and abysmal experience with the administrator from Barrio Mexico. Prior to this, my family and I had been loyal customers of Barrio Mexico, staying there twice a year for the last 4 years, but now I don't plan to stay at any of their locations ever again.

Unfortunately, this time, my trip was unexpectedly cancelled and so I contacted the hotel a whole month in advance to let them know. The number they provide is through a Whatsapp chatbot. I requested the cancellation and the chatbot confirmed it and said "if i wanted to reschedule to just let them know". No other information, no next steps, no cancellation policy, nothing. Just a confirmation from the chatbot and to let them know if I wanted to reschedule.

The day of the original check-in day came, and I got an email from Barrio Mexico saying that my check in was almost here. which made no sense because I had already cancelled the reservation. I got in touch with an actual admin named Alexander, and he proceeded to tell me that through an error on the chatbot's part, the cancellation didn't go through, that their policy is that fees are non-refundable but that they can change the date at no extra-cost.

I thought that was reasonable and asked to just get another day, since I visit very frequently. Alexander then declined to change the date, said that I had contacted them too late to change the date and it was no longer an option. I told him that the error was on their end since the chatbot didn't cancel the reservation as it was supposed to or give any other information. Alexander did not care or take responsibility for that flaw and kept continuously referring me to the policy, which is already vague and doesn't specify what are the rules for this kind of scenario.

I pointed out the gray area that this situation fell in, but he wasn't interested in finding a solution. He just wanted to keep the money and take no accountability. I would avoid this place at all costs for anyone coming from abroad. Neither I nor my family will be staying with them ever again. There are better priced hotels in the same area, with more reasonable and kind administrators.

I had an unfortunate and abysmal experience with the administrator from Barrio Mexico. Prior to this, my family and I had been loyal customers of Barrio Mexico, staying there twice a year for the last 4 years, but now I don't plan to stay at any of their locations ever again. Unfortunately, this time, my trip was unexpectedly cancelled and so I contacted the hotel a whole month in advance to let them know. The number they provide is through a Whatsapp chatbot. I requested the cancellation and the chatbot confirmed it and said "if i wanted to reschedule to just let them know". No other information, no next steps, no cancellation policy, nothing. Just a confirmation from the chatbot and to let them know if I wanted to reschedule. The day of the original check-in day came, and I got an email from Barrio Mexico saying that my check in was almost here. which made no sense because I had already cancelled the reservation. I got in touch with an actual admin named Alexander, and he proceeded to tell me that through an error on the chatbot's part, the cancellation didn't go through, that their policy is that fees are non-refundable but that they can change the date at no extra-cost. I thought that was reasonable and asked to just get another day, since I visit very frequently. Alexander then declined to change the date, said that I had contacted them too late to change the date and it was no longer an option. I told him that the error was on their end since the chatbot didn't cancel the reservation as it was supposed to or give any other information. Alexander did not care or take responsibility for that flaw and kept continuously referring me to the policy, which is already vague and doesn't specify what are the rules for this kind of scenario. I pointed out the gray area that this situation fell in, but he wasn't interested in finding a solution. He just wanted to keep the money and take no accountability. I would avoid this place at all costs for anyone coming from abroad. Neither I nor my family will be staying with them ever again. There are better priced hotels in the same area, with more reasonable and kind administrators.