West Toluca Lake Vacations from ￥289,153

The team members were great and respectful! The rooms were clean and everything in the rooms worked great. Windows had a layer of dirt on the exterior.

As a returning guest who has chosen this property multiple times, I was deeply disappointed by the severe drop in standards and safety during this stay. I will not be returning, Safety & Law Enforcement Incident: While attempting to leave for dinner, we were trapped in valet parking because over 10 police cars surrounded the area to apprehend a hotel guest. Lost Luggage & Unacceptable Charges: The front desk/bell service lost our luggage due to untrained staff ("helpers"). To make matters worse, we are now being forced to pay out-of-pocket to have our lost baggage mailed back to us. Furthermore, the hotel nickel-and-dimed us, charging extra for basic, standard requests. Unenforced Policies & Disturbance: Despite being advertised as a non-smoking property, guests were smoking throughout the hotel and directly inside the pool area, making it impossible to enjoy the amenities. The atmosphere felt like an unmanaged party hotel, complete with hair and scuff marks on the walls, dirt in the showers, and constant loud music. Unreasonable Policies: The hotel enforces an unusually early 10:00 AM checkout time while delivering a substandard overall experience. Given the loss of property, lack of safety, and total failure to maintain basic cleanliness and hotel policies,

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