Grand Polanco Residencial

A charming historic hotel that has been beautifully renovated while still keeping its original character—it almost feels like stepping into a movie. ✨ The receptionist was incredibly kind, polite, and welcoming. The location is another major advantage, situated in one of the best areas of Polanco. The only downside is that some basic amenities, such as slippers and a toothbrush, and washer are not provided. Other than that, I really enjoyed the atmosphere and my stay here. 🤍

Incredibly rude and unhelpful staff. We arrived with 4 small children and luggage and strollers and were met by a man telling us nobody can help so we just need to carry it all up the stairs ourselves. Next I try checking in and the two women behind the desk didn’t even bother to look up and just ask me while still looking down at their desk “what’s the reservation name” — and despite me and my husband sharing the same last name they refused to allow me to check in because they needed my husband present. While I sit in the lobby with all of our bags trying to sort this insane situation up, my kids are about to pee their pants so I kindly ask for the restrooms. The answer? Nope. Only for staff. My next idea is to then go somewhere so they can pee and ask if they can store our bags while I sort this out. Nope. Can’t do. How this is supposed to be a 5-star apartment hotel is beyond comprehension. Never have I ever been met this badly anywhere.

Bed bug alert at room 303. A serious hygiene issue during our stay forced us to leave and pay over $2,000 for alternative accommodation. Despite reporting this immediately and following up multiple times, neither the hotel nor Booking.com has provided any resolution after two months. Lack of accountability and poor communication throughout.

They have bed bugs. We reported it. They refused to admit there were bed bugs and told us we were liars. We left on the 1st of 5 nights. We received no refunds and they said we made it all up. Be warned, they have bed bugs.