Horrible Experience. Bad Management by Martin
Stayed at this hotel Casa de Sierra Azul for 3 nights with my family. We had total of 3 rooms. It was great working with Angel. Before arriving to Oaxaca, I communicated with Angel and he assisted me booking a Oaxaca Tour for us for the morning after our arrival. We communicated through email and via Whatsapp.
After our arrival, The next morning we took the tour and it was excellent, until when we arrived back to our hotel.
As the tour company dropped us off in the lobby, the front desk guy was waiting for us to inform us that the water hose in my shower had fallen and shattered into pieces! I quickly responded "Oh no, don't worry, we can move rooms if we have to." To my surprise, the guy tells me, "No, I'm just informing you because you'll have to pay for the damage!" I was in shock and thought this was a joke! Very concerned I explain to the receptionist that I did not break the shower water hose, neither did my family. He simply tells me that I'd have to talk to the manager the next morning. We walked away back to our room in total shock and upset at the situation. The hotel was accusing me of braking a water hose that we didn't break.
The next morning Martin, the hotel manager went to my room to show me what had broken. After going back and forth with him and explaining that I did not break that, he said "he'd eat it and I wouldn't have to pay for it, but he trusted his employees didn't do it." He left the room but I was still very upset. At this moment it wasn't the amount of the damage he wanted me to pay, it was the false accusation he was making towards me and my family.
This whole experience ruined my stay. Hotel needs to train Martin/managers/staff how to handle these situations a lot better. Will definitely not recommend this hotel to others based on my experience.
