Premium Outlet Punta Norte

Good hotel

The hotel’s upscale, modern vibe appealed to me upon booking. Location was great in the Roma neighborhood, which was in close proximity to an amazing choice of restaurants. However, service and communication were poor overall. Inconsistent daily delivery of towels, some days including a hand towel and bath mat and other days not. Air conditioner was not operable and front desk told us that they would send someone up to repair it, which never happened. We also had a breach of privacy in which a staff member knocked and entered after my partner yelled out for the person to not come in. They apologized and left and we were later informed that they were giving the guests a gift of chocolate for Dia de Los Muertos. My question is why would staff enter a guest’s room at 6:30 pm to leave a gift after the room had already been cleaned? After speaking to the front desk multiple times about the issues we had, their guest experience manager Laura offered us a partial refund to our bill. However, things got a lot worse. I discovered that my gold necklace and heirloom ring given to me by my mother were missing. I had them on the first day I got there and I know I didn’t lose them because I never wore them out. I decided to wear them the last night we were there, only to find that they were missing from my jewelry bag. Follow up communication is a constant issue at this hotel so I have still not heard back from them. So disappointing.