Hotel Casa Cuenca

We stayed at the hotel a few weeks ago. The room was okay, the staff was nice, but something happened at the end of the trip that triggered this bad review. When we got home I realized I had left something behind in the room. I immediately contacted the manager who found it, sent a picture, and promised he'd mail it. That's when the runaround began. Somehow, a leather belt weighing 1/2 pound cost $80 US to mail. Then they took a while finding shipping alternatives even though I offered multiple times to reimburse them. Then they stopped responding altogether, a very unprofessional way to manage a hotel built on customer service. Very disappointed in Hotel Casa Cuenca.

First the hotel is stunning. You really feel like you have stepped into a piece of amazing modern Mexican design. Our room was beautiful and well thought out. It felt luxurious but didn't sacrifice function. (Think lots of well placed outlets for charging, generous storage for your things, good lighting.) We had the room with a private terrace, a tub and a rain shower (Terraza Tina room.) All of this is just the setting for the 5 star level service you get. Philipp, the manager, and his team (Sergio, Mario and Alma you are fantastic!) really set the standard for warm and personal attention. Before arriving, they helped arrange a tour to Teotihuacan and during our stay were full of great recommendations. Breakfast was included and delicious, and again the staff at Maleza were top notch. Israel, one of the waiters, found out I didn’t eat eggs and came out with a special, off the menu, avocado toast. Just one of the best hotel experiences ever.