Our connecting flight to Guadalajara was cancelled, so we stayed at Hotel Marbella from February 22nd to 23rd. First impressions were positive; the lobby was beautiful, modern, and the concierge was very understanding of our situation. We felt welcomed and safe at this hotel.
Unfortunately, what soured our experience with this hotel was room service. I called in to ask for a pair of scissors, to cut pieces of gauze due to my injury. After waiting ~1 hour with no response, we called front desk again. My wounds were openly exposed and I felt very uncomfortable.
20 minutes later, the pair of scissors arrived. We thanked the bellboy, but he stood there and demanded for the scissors again. We're not sure what he meant at first because he only spoke Spanish. We told him we don't speak Spanish, but he didn't seem to care about our situation. We tried to tell him we need the scissors for a longer period of time and will return it later, but he did not speak English or attempt to communicate with us with a good attitude. We used the translator app to tell him that we will return the scissors once we were finished, and we agreed that he will come back to grab the scissors in 10 minutes.
The pair of scissors were ridicilously small and dull, and we were stressed out cutting the gauze quickly in 10 minutes. The bellboy came back, but 30 minutes later. This entire experience was incredibly frustrating and borderline discrimination.
As travelers stranded in an actively unsafe country, this added unecessary stress. This is a time when we should be more kind and understanding towards one another, and this hotel doesn't have values that reflect consistent hospitality for its guests.
For this experience and reason, I feel it is impossble to recommend this hotel especially for last-minute travellers.
