Fiesta Americana Hacienda Ixtapan De La Sal

Beautiful hotel

Guest services bed spread was wet when called front desk answered after five times saying will chance it asap it took them 40 minutes the water on shower didn?t drain went to front desk the agent said will fix it wast not done

No frig and coffe machine was not working

Mala Cama y malas almohadas. Amanece uno adolorido.

Didn¿t honor reservation I had to pay -again- for my stay

Everything

The facilities were nice

Attention took too long in restaurants, room service and maintenance.

Staff was always friendly and helpful.

The facilities require renovations, the spa is closed permanently and no one said anything about it.

Disappointing

When you enter the hotel, you immediately get a good experience. The lobby is wide, clean, bright and modern. However, once you are past that, it is the exact opposite. Things change very quickly after check in. The elevator taking you to your floor is very dirty. Then you get to your floor and all you see on the hallway wall is paint over moldy walls and dirty. Then you get to your room and the first thing that strikes you is the smell of mold. You turn on the lights and immediately notice that the bright modern and clean lobby was not at all a representation of what the rooms are like. Toilet was extremely dirty (see picture), shower completely clogged (see picture), no air conditioning, big disgusting stains on the bed sheets and linen (see pictures), phone not working, and an illuminated magnifying mirror that does not illuminate, a safe box that is not attached to anything. Hotel staff was generally friendly but the service was soooooo slow. 20 minutes to get a coffee in the morning with no other customers ahead of you. Then breakfast takes at least 30 minutes once you have ordered if you are lucky.

The food is quite good, tasty, good price.

The spa was nos available and they didn’t tell us that in advance. To visit the spa was the main interest of our trip.

Overall great place to stay

I am writing to express my dissatisfaction with the experience I had at your restaurant on [date of visit]. Unfortunately, several aspects of the food and service did not meet my expectations.Firstly, the appetizers were served after the main course, which was very inconvenient and negatively impacted our dining experience. Additionally, I ordered a medium-rare filet mignon, but the first attempt was overcooked, and the second attempt was raw, only seared. Finally, I had to eat it as the chef prepared it and not as I had requested.I hope you take these comments into account to improve your service and prevent other customers from having a similar experience. I would appreciate a response to this letter and, if possible, compensation for the inconveniences suffered.

Marriotts beds are always confortable, rooms are quite big and the service was great.

There was no AC in the room, so it can get quite hot during the day. Overnight with the heater was more than enough.

Location

Needs a lot of PIP works (property improvement plan).More cleaning, a cockroach appeared at our room.

Breakfast was very complete and delicious. The staff always made an extra effort to provide anything that wasn't on sight. The staff was extra helpful!And the hotel is beautiful and perfect for kids and adults alike. There's no better hotel for children.

The only thing that wasn't as expected was the cleanliness of the men's toilet near the Orange restaurant.And that the tiles in the bottom of the children's pool were loose.

The lobby, Starbucks, breakfasts options and bar service.

There were no rules for the common areas such as the swimming pool and breakfast. There were people booking chairs in the swimming pool area at 08:00 am and not using them, we stayed until 12:00 pm and the users did not appear. For breakfast, one person was asking for food for 5 persons on the grill service, making everybody wait much longer. Due to the hotel size, we believe that some rules would be good to be established.

Quick check in and confortable room and space. Perfecto place to rest.

The building is old and it could have a better clean up and maintenance

Ample. Very nice staff.

Awful restaurant. Loud music.

Poor

Room service never works.They never recieve call. Even if you get success to call them, You may wait for your meal for hours because they totally forget it.

Very nice staff.

Too many kids screaming. Huge hotel.

The hotel is very nice, however looks dates and poorly maintained.The food is expensive and not a lot of variaety.We asked for a crib from the reserve and it was delivered just before 8pm, my daughter had to skip 1 nap because of that.The swiming pool from kids was disgustingly dirty, we couldn't see the bottom of the pool.The go-karts wasn't attended nor functioning.The rooms are fine, comfy and clean.

The swiming pools aren't cleaned during the night.The breakfast in the morning was missing a few things like sour cream, bread and eggs a la carte was not possible.

Pool, kids activities and cleanliness

The installations are a bit run down.