We booked this place before going on our long trip from Santa Ana to Leon. We booked it because it had 24/7 reception, we got our confirmation that everything was booked. We got made our way through a pretty gruelling 13 hour trip and when we arrived they had given our room away!
Instead they wanted us to go in a 7 man dorm with no aircon. We had a superior double room there and they said because we didn’t say a specific time we would be there, they have the room to someone else. The girl who checked in before us said she didn’t let them know anything and she was fine. They seemed so unwilling to help. We called the manager who was really angry that we called. Hung up on us twice and then refused to offer any alternative or compensation. We stayed in Bigfoot which was much nicer, the same girl came to Bigfoot the day after and told us how she really disliked the place too