Ratings based on 240 Verified Reviews
4.5 Room cleanliness
4.4 Service & staff
4.5 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
by A verified traveler from Pacific Beach
Posted 12 Sep 2024
by A verified traveler
Posted 27 Jun 2024
by A verified traveler
Not bad
Posted 24 Mar 2024 on HotelsNice big room. Comfortable.
by A verified traveler
Posted 26 Feb 2024
People at the front desk don't go above and beyond to accommodate patients. We got there earlier to check in and they made us wait until the check in time. many hours.
by A verified traveler
Posted 2 Jan 2024
We always stay at this hotel as it's the closest to my sister's home in Toluca. This time, we requested a date change from Dec 24 to Dec 25. According to Expedia, the hotel management agreed to the change without penalties and made the respective notes manually but by the time we arrived on Dec 25 at 10 pm they said they had no records of the change and the manager was not aware at all. Interestingly, their front desk person did say she received the call from Expedia and directed them to management. At this point, the hotel didn't offer any options but to make a new reservation at their current rate. Since we couldn't afford that, we drove back home two hours away, at 11 pm on Christmas. This is not the first time we have had issues with management here, a year ago $700 USD disappeared from the hotel room and the manager did not provide any support or help to find the person responsible. Be careful! Their customer service is the worst.
Comment from Hotel Management
3 Jan 2024 by Crowne Plaza Toluca, Hotel Management
Dear Ariana Grillo,I would like to start by apologizing for the unfortunate situation. I tell you that you made the reservation through an Agency and due to already established policies we are not allowed to make changes and/or cancellations to the reservations. The process to manage requests is through the Agency.I offer you an apology again and I hope you will give us the opportunity to stay with us to show you that your dissatisfaction was an exception.Thanks again for sharing your comments.
by A verified traveler
Posted 8 Oct 2023
by A verified traveler
Posted 6 Sep 2023
Price, location and condition, very convenient. Thank you
by A verified traveler
Posted 24 Jul 2023
The best staff
by A verified traveler
Posted 11 Jun 2023
clen and nice
by A verified traveler
Posted 23 May 2023 on Hotels
