Avoid this hotel if customer service matters to you.
Worse experience
This was my second stay at Hotel Lepanto. My first visit was okay, but this one was a disaster.
The room was average and not very clean. Every morning, hotel staff talked loudly in the hallways, making it difficult to sleep.
The worst part happened on our last day. My wife and I asked a housekeeper if she could air-dry a few clothes since the hotel didn't have a dryer. She agreed. When we returned around 9:45 p.m. to catch our midnight bus, the front desk told us they couldn't find our clothes.
We waited over two hours while staff searched, but no one knew where they were. Because of the hotel's mistake, we missed our bus and lost nearly $200 in non-refundable tickets.
The night staff tried to help, but the daytime manager, Laura, and her team showed no urgency, accountability, or concern. No apology. No compensation. Nothing. The staff during the day was very rude and I felt very unwelcome by the way they were looking us my wife and I.
To make matters worse, because we refused to leave without our belongings, the hotel charged us for an extra night—almost $100. We ended up paying more because of their mistake.
A hotel should protect its guests' belongings and take responsibility when things go wrong. Instead, we were treated as if our time, money, and property didn't matter.
I cannot recommend Hotel Lepanto. There are many hotels in Mexico City that provide far better customer service.
