Ohtels La Hacienda

The hotel visually lives up to a 4-star standard, but the organization needs improvement. I ended up wasting most of my first day standing in a check-in queue — and it wasn’t even that busy, with only about 15 families waiting. Our rooms, which were supposed to be ready by 2 PM, weren't available until nearly 5 PM. Despite having four staff members at the reception desk, they were serving one family every 25 minutes. The food at the restaurant was good overall, although food labels were often missing or incorrectly placed. One of the elevators was out of order for six out of the seven days we stayed. It was briefly repaired halfway through our stay but broke down again just a few hours later. The working elevator had a missing floor button, which was finally fixed during our stay. The rooms were decent, but there weren’t many power sockets. We also had to request an infant cot four times (including emailing the hotel weeks before our arrival). Most hotel staff, apart from receptionists, did not speak English, but they were all very friendly. There were plenty of activities for children, although the kids' pool wasn’t ideal — lots of water jets scared my children away from playing there. Overall, I would have rated the hotel 4 stars, but I’m taking off one star because of the disappointing experience on the first day.