Rosewood Puebla

It's a beautiful hotel, very clean and comfortable. Nice design and decor. Spacious rooms. The porters, doormen, bartenders were extremely nice and polite.

We booked the room of the high category in the hotel for two nights. The room we were given wasn’t exactly the one we booked, it didn’t meet the description on booking.com, but we liked it. In the fist evening we found out that air conditioning doesn’t work and it was too cold in the room. The hotel sent an electrician immediately, who after 30 min of doing smth convinced us, that it was fixed. So we happily left for dinner. Upon return we were surprised to find that room temperature dropped down even more. We went to the reception and asked for the room change, but the answer was “we’re fully booked tonight and the only thing I can do is to send the master again”. So he came again and left at 23.30 with the same words and same result. It didn’t work. Meanwhile we found out on booking.com that the hotel had 3 rooms of the same category available that night. So the receptionist has simply lied to us. We could contact booking.com and ask to solve the problem, but it’s the least thing you want to do at midnight. Still we called the reception and demanded the meeting with the general manager at 09.30. When we appeared at the reception next morning we were told that GM is not there and comes at 11.00 (not to early for Monday morning, right?). So we left a business card with request of the GM’s comments. But no one ever contacted us, no apologies were brought, nothing. We were simply ignored. We don’t believe that the GM of 70-rooms hotel is that busy that he can’t find a time to meet the guests and make sure they’re satisfied. As frequent travellers and people who know hotel business well we rarely complain, but we consider it a very bad service when people lie to clients and then ignore them. In fact, air conditioning was fine during the next day, so my comment is even not about technical fail, but service's one.