2/10 Terrible
Nicholas, Atlanta
Traveled with partner
Jul 18, 2025
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
At check-in, the front desk wanted to charge my credit card for the room, despite my having paid in advance on Expedia. She insisted it was not paid. I showed her our receipt from Expedia and immediately she saw in her system that it was paid.
We were unable to use the pool or jacuzzi for the entire time we were there. The front desk said it was closed for chemicals and cleaning. It was covered and unusable the entire time.
We were relaxed in our hotel room on our second night and I received a call around 11pm on my cell phone from a León number. It was a man saying he was from the front desk of ALT Urbana. He addressed me by my full name. No one knew my full name or cell phone number in León except the hotel. He said there was a car with questionable tems outside the hotel and the police were going to come and knock on our door.
The hotel has a light outside of each room
It is illuminated if there are guests staying in that room. That is not a safe practice.
We no longer felt safe at this hotel and checked out one day early. When we checked out, a different person at the front desk wanted to charge my credit card for "the extra night" despite we were leaving a day early and despite the fact that we paid for our hotel in advance on Expedia. She insisted, and again I showed our receipt from Expedia and immediately she found in her system that everything was paid.
I can not recommend this hotel.
Nicholas
Stayed 3 nights in Jul 2025