Crowne Plaza Resort Mazatlan

Horrible service during my wedding weekend! I had my wedding at Park Royal Mazatlan Hotel. I made a reservation for the penthouse on May 17, 2023, and fully paid $3,500 pesos. This room was intended to get ready with my guests. A week before the wedding, I was informed that they couldn't provide the room because they lacked staircases and emergency exit doors, as required by the hotel. Lili Alferez offered the spa as an alternative at no cost to solve the inconvenience caused by Park Royal Mazatlan, not by me. However, when we arrived at the spa, the air conditioning was not working because a part had been taken from it to fix another unit in a room. Since I couldn't use the penthouse, I was offered a refund, which I did not receive. Additionally, I was charged an extra 30 pesos per person for overtime, totaling 330 pesos per person, when the agreed price was 300 pesos per person. They charged 30 pesos extra for each of the 79 people. I just want to reiterate how horrible my experience was at this hotel during my wedding. To date, my coordinator has not received the event group closure, I have not received a refund for the room they rented me but didn't provide, nor for the extra 2,370 pesos charged for my guests. Not to mention the treatment I received from Lili Alferez, who acted as if she was doing me a favor instead of providing a paid service. The lack of professionalism from Scarlett Campa in renting a room that was not available, omitting information about the package and terms that applied, and resigning from the hotel, leaving my event in disarray with some rooms already paid for without marking them as such, which we had to prove again that those payments had been made. In addition, I want to mention that my room flooded, with water rising up to our ankles. Our clothes and shoes got completely soaked.

Rooms are a disgrace, and all inclusive package not worth it. The delux ocean view was a brick wall for the building on the left and the roof from the restaurant downstairs. Curtains were close to rugs, phone wasn’t working some I had to come downstairs to order and then pay for “room service”. Electric plugs were falling apart.

Stay Elsewhere Although the hotel wasn't horrible, the furniture is dated, the sofa couch in our Premier Oceanview room was musky, dusty, and uncomfortable. The mattress looked disgusting and it was paper thin you can fill the springs of the pull out bed. The jacuzzi wasn't clean when we firsr arrived, the mirror in the restroom looked like it had been installed BC with the sides of the mirror fading off. The shower wasn't cleaned. They limit the towels you get because there were no face towels or hand towels...only body towels. They did not refill our kleenex box the entire week we were there and when we arrived, there were like only 4 tissues left in the box that was there when we arrived. The elevators didn't work half the time so up and down the stairs we went. The front desk ladies act like, we, the guests, owe them something! Very unfriendly...especially Jacqueline! She is just horrible at her job. I am Mexican American and speak and understand Spanish well enough to be dangerous, I don't speak/understand it fluently. She asked me something in Spanish in which I didn't understand, I asked my sister, who traveled and stayed with me, and who is a bilingual teacher here in the States, and even she didn't understand the question, and that seemed to had bothered Jacqueline and I asked her if she had someone who can translate/spoke English and her response was: "no, we are in Mexico and here we speak Spanish". Well, no kidding, captain obvious! I asked her why she was so upset at the simple fact that I didn't understand and asked for a translator, and she ignored me.

Decent, not great You get what you pay for here, it was a cheap stay to be close enough to the golden zone but the hotel is old and there is some very patchy maintenance. Our ceiling was leaking water both nights we stayed, wasn’t worth the trouble of moving rooms though so we didn’t even bother letting them know until we checked out. The elevators work extremely slow but are the only option, we tried using the stairs and once we got down to the lobby floor the door was locked and we were stuck in the stairs and had to go back up and wait for an elevator, super inconvenient. Overall would probably spend the extra money to stay somewhere else that’s actually in the golden zone + better overall quality.

Mazatlan is great - this Hotel is ok This is an older hotel that obviously needs some work. They are working on it! It’s a distance from the Gold zone but nice and quiet. Bus stop directly in front of our hotel. The staff is amazing. Front desk Paola and Elsie were above and beyond. Pool servers were great __ nice breakfast in the restaurant and within walking distance to other great eats.