At the time of the check in (my check in was at 3 pm), I had been told there is another customer requested for late check out, and they could only give me the room by 5 pm. No refunds, no sorries, in fact initially they only told me my room will be ready at 5 pm. If I asked from a hotel for an early check in they would ask half day charge, in this case, I asked for managers, they given me wrong emails (emails bounced back), and the manager told me that they will do this right, and she never showed up. Then last night of our stay at 5 am and 5.30 am in our one bedroom suite, we had the fire alarm went off - only in our room though. When I called lobby, they said "yeah that happens sometime" again no apologies what so ever. The fact that noone cares about you as a guest at high end hotel with a suite room guest. Tells a lot. Strongly recommend to stay a nearby hotel since, Polanco is the place to stay.
