Doña Urraca Hotel & Spa

We held a after wedding party brunch. The brunch menu was very extensive and delicious. They had 10 diferente plates , fresh juices, fresh fruit station , egg station with fresh egg preparation they had a quesadilla stationThe waiters service was fantastic. The venue was very clean. The building decor was great. Very nice for events. We hosted close to 120 guests.

I was booked for a 90 minute Swedish massage. I arrived 5 minutes early. I was left waiting for 15 minutes past my scheduled time. I got up and left. I explained to the receptionist why I am leaving. This is an unacceptable level of service. Very poor customer service. I would not recommend this spa.

The hotel and rooms are stunning. Hard to believe such a big place exists in the middle of the historic centre. My room had a balcony with a view over the pool. The spa was very nice as well. The staff were very friendly and accommodating with a late check out request. Only negative was my lunch, which was pretty average.

This hotel was in a great location for walking the Central Historic District. The room was clean, great view with small balcony, wonderful shower and amenities. Valet parking was quick and convenient. Only complaint was that the "included breakfast" amounted to a choice of juice or coffee and plain toast served with some runny fruit spread. Otherwise it was very nice.

Over a month after I checked out, I received a random, phantom charge of over $200 on my credit card. To be clear, I paid for my stay in full upon check-in. When I checked out, I paid another $100 pesos for the soda from the mini-fridge. Everything was settled. When I called to ask about this, they said they have had lots of complaints about this happening to others too. The wi-fi was broken my entire visit and they stated multiple times that they had no idea when it would be fixed, but suggested it could be months. The thermostat was broken in the room and we had no heat. We told the front desk and they said they fixed it. When we returned, we simply found the thermostat turned off. I turned it back an and still no heat. After a couple nights of freezing our buns off, we found a space heater in the closet, which was fine, but it would have been nice if the staff at least mentioned the space heater. Once night, we got back to the hotel late, around midnight, and the doors to the hotel were closed and locked. We had to pound on the doors for about five minutes until eventually someone let us in. Staff was friendly, but front desk is powerless it seems to resolve any issues. I won't stay here again, which is a shame because it has a lot of potential if they would just stop ripping people off and would fix their wi-fi.

Table stakes is security and this hotel had none. They provide all hotel guests with the same master key that opened any room. We were there for a wedding. Word spread pretty quickly. They knew of the issue and chose not to address. Unfortunate! Rooms were nice although smelled like sewer at certain times of day. Pool had bee swarms and they had mosquito issues. While staff was friendly and accommodating and restaurant good for the security issues this hotel can’t be recommended.