Customer Ratings & Reviews
TripAdvisor Traveler Rating1510 reviews
Fantastic week May 21-27, 2023
Had a great time at this hotel and also visited its sister hotels. Great walking distance to 5th avenue. Our room was a 1 bedroom with kitchen, had everything we needed. Hats off to Carla and Susana. The rooftop pool was wonderful. Never had an issue with getting chairs and there were 8 of us. There was an issue for a few days with only one elevator working, but we’re on vacation so had time to wait. Will visit again.
Worst Experience at a Hotel
Just want to begin sharing my story on the horrible experience i had in this hotel. I booked this hotel through american express travel, labeling this property as part of the ''hotel collection'' that means that this property was labeled as one of the best and therefore used up my yearly credit on it, hoping that i would get my room upgrade or early check in and late check out. Once i got to the hotel i get hit with the surprise that i need to pay $50 for the early check in but i could not get a room upgrade. Then the front desk lady proceeded to tell me that if i payed that fee she would get me a room upgrade a day later. i did not get the room upgrade and the room we had was musty, with a humid smell and the A/C barely working, it felt horrible to be inside that hotel room which was not fixed until three days later. I also got hit with fees that i still do not know what they are for, since the hotel never specified on the reason for the charges. Lastly i payed for the shuttle offered by the hotel to take us to the airport since our flight was at 12:30 pm, we needed to be at the airport at 10 am. I told that to the front desk and they told me i only had one option and it was 7:30 am for us to be at the airport for almost 5 hours before our flight. Once we got in the shuttle i was notified by the driver that he could have picked us up at anytime we desired since everything was payed for, he did not understood either why the hotel forced us on that specific time. The location for the hotel is perfect, the pool is also good and the restaurant as well. but for the rest of the hotel with one working elevator throughout our stay, they truly made our vacation an unpleasant experience and i would not recommend this hotel to anybody else. you go in a vacation to relax and this is the last thing we did thanks to how poorly we were treated during our stay. This hotel should not be labeled 4 stars or be in the list of american express hotel collection, truly atrocious.
Great Value Great Hotel
Great hotel and a great value. Very clean and nice. Location is great! I will definitely stay here again. The staff was friendly and professional. The food was above average as well. I was very pleased with my choice! Thank you The Fives Downtown
Cleanliness, good location,nice swimming pool
booked This hotel Via TUI tour in the Netherlands. As a solo traveller I prefer to have a five star hotel with good security and a nice view at the swimming pool. Eventually I chose this hotel. As I expect everything was good, location just in the city center and next to the beach. Hotel room is HUGE. They even have a big kitchen in my room !!!! But I don’t cook when I travel . Top service!! They always awnser every question clearly!! I feel save every night when I stayed there. Breakfast can be better. Only their breakfast is not diverse.
Sub Par Stay
The hotel it's self is a nice hotel, however when you get to the room, it does have a damp smell. My bathroom has had Mold/Mildew in the shower since day 1. I reported this to reception on several occassions, but it has never been cleaned. Housekeeping does a fairly good job in servicing the room, but the fail tremendously in the shower. I've been here for 11 days and still the mold/mildew exists. I just keep away from the walls when showering. Being we are in Mexico, they only put 2 bottles of water in the room, then charge you if you want more. In Room Dining - Room Service. More than 1 occassion I tried calling for over an hour and no one answered. Called the Hotel Operator only to be hung up on, or the person on the receving end does not understand me (I know this is mexico). Due to their lack of answering the phone, they have lost business to Uber Eats. Overall, my experience with this hotel has been less that Par. 2 Stars only because other employees of the hotel are very helpful. I am not sure if this is a language gap where we are breaking down, but since the hotel charges 76 MXN per day as a service charge (built in gratuity, and yes not much, but calculate that by 15 days it adds up) id expect much much more. The past weekend 1 of the 2 elevators broke, and left only 1 operable. Mind you these are the SLOWEST ELEVATORS IN THE WORLD. Ended up using the stairs for the remainder of my stay. I am still her for a few more days and will update