Hotel San Roque We left Hotel San Roque after one night, although we were booked for 5 nights. Our experience at Hotel San Roque was absolutely AWEFUL! Upon arrival, we were initially impressed with the property grounds. The concierge was very nice and helpful. However, those are the only positives I can express about San Roque. The room we were given first did not have running water. The air conditioning was poor and the ceiling fan was extremely noisy. Obviously the more pressing issue was a lack of running water for showers, toilet flushing and hand washing. 30 mins after informing staff of the water issues, they told us we could “use the shower in another room”. We requested to change rooms altogether and we’re met with apprehension. They reluctantly allowed us to switch rooms but stated it would be an additional charge. The room was a couple square feet larger, no additional amenities. Unless, of course, you consider running water an amenity. That night, we listened to the pounding music from a nearby club until 3:00am. It was so loud it rattled the windows. The next morning, we informed them we would be checking out due to the lack of running water in the first room and the extreme noise all night. They denied our request for a refund. About 10 minutes later, the concierge knocked on our door to offer an “upgrade to the suite.” By that time we had already had a horrible experience and were told we would not be compensated for the inconvenience but would, in fact, have to pay more to have a room with running water and efficient appliances. It was too little, too late. Now, let’s talk about the room. The bed did not come with a blanket, only a sheet. There was a laminated paper with strange rules, including no eating in your room. The toilet did not flush well due to lack of water pressure. We’ve stayed in many places throughout Mexico - Jalisco, Nayarit, Quintana Roo, Yucatán, Guerrero - and this is the worst experience we’ve had in México. Don’t be fooled by the pictures. And always use a credit card for additional recourse, as Hotel San Roque will attempt to keep your money.
19 Reviews