We recently stayed at Garza Blanca…
We recently stayed at Garza Blanca Cancun for 7 nights with a group of 185 guests for a 3-day wedding celebration. Unfortunately, what should have been a joyous occasion was marred by a deeply disappointing experience with the hotel’s housekeeping and management.
My wife brought carefully selected designer outfits and accessories for the events, including suede and satin shoes, and two high-end straw hats by Louis Vuitton and Hermès. Shockingly, during turndown service on two separate nights, the housekeeping staff entered the closet in our room—a place they had no business accessing—and placed heavy pillows directly on top of her items. The first night, they crushed her dress shoes. The second night, they squashed her expensive hats, which were clearly visible and safely placed on the top shelf.
We weighed the pillows in front of the hotel manager, Sara Castellano: 10 pounds total. Yet when we addressed this with management, Room Division Manager Sara Castellano dismissed the concern, insisting the pillows weren’t heavy enough to cause damage. This was despite the obvious deformation of the hats and the fact that we weighed them in her presence. Neither she, Josue, the front desk manager, nor another staff member named Orlando, the housekeeping manager, offered any apology, accountability, or resolution.
It’s unacceptable for housekeeping to enter guests’ closets at all, let alone treat personal belongings with such disregard. There were plenty of other places in the room where the pillows could have gone—benches, chairs, anywhere but inside the closet.
Our friends, especially my wife’s close circle, were appalled, and it put a damper on what was supposed to be a festive and memorable event. We will never return to Garza Blanca, Hotel Mousai, or any property the Tafer group owns. Several of our friends feel the same.
A luxury hotel should know how to handle high-end belongings and, more importantly, should know how to own up to its mistakes. Garza Blanca failed on both fronts.