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El Encanto

3.5 out of 5.0
  • Steps from Puebla Cathe...
  • Free WiFi in rooms and ...
  • Free valet and self parking
  • Onsite dining

Recent guest reviews

We strongly don’t recommend this hotel because of : - parking included is in fact to park your car in the street (we are discovered scratches few days later after cleaning) - hotel is noisy (from the street and also from inside with the bar) - quality of the room not very good (see picture) - breakfast is taking in the building (not in the roof top!) - breakfast included is not continental and no real good choice - price in roof top is very expensive and be careful with tips. You said 10% but they understand 13% ! The difference is not big but it shows us that they are not honest. - cocktail are with 75% of ice ... - staff are not professional: my wife was seek. We asked if they knew an address for a doctor. They directly proposed us to call a doctor to come in the hotel (until here, services was very good because we didn’t expect to have that!). After 45 min, no news. I came back to the lobby and they told me that there is a problem with this doctor. I asked if they knew another and the answer was yes. After 1 min of desperate silent, I asked them if they can call and give me a feedback. The answer was yes but she was surprised of my request ... ! After 30 min, no news. I came back to the lobby and they told me that they is also a problem with this doctor but they is one in a pharmacy and they send somebody to check (surprise for me, they had continued to search!). After 45min, no news, came back in the lobby and asked where is the pharmacy. She just told me where. During our trip, no any comment to know if my was better.

I’m torn on the rating - it’s a great location caddy corner to the basilica de Puebla, charming hotel, ample modern rooms, great water pressure and hot water, walk in shower, comfy bed, little cheese plate left as a welcome, and friendly staff but there is noise up to 2 am and starts again round 7 am-you get maybe 5hrs of restful sleep. Not cool when you’re on vacay. They have a skybar which has great views but they need to keep it lively for the patrons and that means music til bout mid nite followed by staff cleaning up and banging things. And because it’s also restaurant the staff gets going round 7ish for bfast. It’s an old stone building w/ a courtyard so noise is amplified and makes sense why it’s so loud but doesn’t make it easier on the tired guest. I took naps during the day. The music was more ballad-like during the week and hipper and louder on the weekend.

I arrived at El Encanto late night after driving up from Oaxaca. I checked into room 7 and noticed an odd smell when first walking in. The hotel had tried to mask the smell using fragrances. When I woke up the next morning I was feeling sick from the horrible stench of raw sewage in the room. I went down immediately and complained at the front desk. The lady at the reception admitted that room has a problem with smell from the sewage pipes and they have been trying to get it fixed. I was given a different room for the rest of my stay but no offer of any credit for the first night. The only good thing about this hotel is the staff - front desk, bell hop, and cleaning ladies were all very friendly. I did get severe food poisoning from eating steak at their rooftop bar on my last night at the hotel. I required an emergency visit at my hotel by a doctor because I could hardly walk within a couple days of arriving in Puerto Vallarta for the last phase of my Mexico vacation. El Encanto - thanks for ruining the last few days of my vacation. I doubt whatever pennies you saved on serving me bad food will pay off in the long run.

I booked this place after a lot of study and seeing many good reviews on The reviews on Tripadvisor are actually very accurate. We booked a loft which is a nicely sized en suite with beautiful decor, that was the good part. Perhaps the bed was a bit small. The main drawback was that there were no opening windows and the room was very hot at night. We used the AC but my girlfriend is a bit allergic to it and so this was a bit uncomfortable but there is no other way to air the room other than leave the door open. As others have commented, access to the rooms is past the kitchens up a back metal staircase, which is a not pleasing. There is alsoa lift but that exits at the roof bar which has its own issues. I didn't find noise to be a problem and speak Spanish so communication wasn't a problem. I have to say that the recepcionist was a bit incompetent as he initially tried to process my MasterCard payment using an American Express terminal and only noticed his error when a colleague pointed it out after I had tried two different cards. This is a beautiful place but yes has serious flaws as others have pointed out. I did find the staff to be friendly and helpful, better than others have described. Overall, it is a bit of a shame. I loved the room but a few design and operational issues compromise the hotel. If you like AC and are not infirm in relation to walking up and down stairs, you will be ok. The location is great.

This hotel has a privileged location in downtown Puebla, the building is beautiful, you can enjoy a great view from the rooftop it definitely has great potential to be the kind of place that makes you feel part of history while enjoying first rate service. However, it seems like it was opened in a whim, not paying proper attention to how a hotel should be operated. First, you should consider yourself lucky if the elevator is working, if not, you’ll have to use the very old and not at all user friendly staircase. The rooms are very, very humid and have the unpleasant characteristic smell to prove it, it never goes away and using the air conditioning only makes it worse. The place is very noisy, music from the rooftop, the sound of any phone ringing and/or a door opening or closing anywhere on the building can and will be heard in the guest rooms 24/7, as will be any conversation held close enough to your room. They offer parking that may be in a private and safe location, or in the streets because “that’s how it works.” Food is not bad, not remarkable either, decent enough. Service in the restaurant is friendly but incredibly slow and they often forget parts of your order. The staff in general is friendly, except for one or two members who are exceptionally apathetic and don’t seem to care about solving any issues. Great potential in the wrong hands.

First little English is spoken by staff. So things like how to get and pay for taxi, near by restaurants, good markets,, and etc is not possible. First checked in room was us steep stone stairway and no hand rail, having a problem with one foot asked for new room, 2nd room had no window, stone walls and while nice looking it smelled like damp cave and had poor lighting. As I could not stand the smell asked for another room, none available so back to original but given elevator access room next day for last three nights. As other guests commented the noise in courtyard facing rooms is excessive as loud and not good music is played into night. Bath had bit too much black mold. Water glasses placed inside plastic wrap sill wet--perfect way for germs to grow. Street facing room had fairly good sound proofing and bed was not uncomfortable. Staff was not unfriendly, just the poor English and being unable to give help and advice. Yes I wish I spoke Spanish as good as I do German. But with this day and age with persons from all the world travelling, English has become the travel language for most persons,, so having a hotel any where in world not having english speakers makes for a difficult hotel process.

Firstly I should say that this hotel has so much potential. Fantastic location, just off the cathedral side of the main square (Zocalo), and in a beautiful heritage building that has been restored & decorated excellently. It looks beautiful and is of a size that staff should be able to deliver excellent personal service. However my 6-day stay there was witness to major operational issues which the management need to resolve ASAP or the hotel will fail. It cannot be the 4/5-star hotel it clearly hopes at the present. Firstly, there are some basics the hotel need to get right. Staff were all friendly but mostly incompetent: my room was not serviced fully most days, and the restaurant staff were clearly lacking basic training and/or leadership. Breakfast was a disaster every day, which was funny on the first day but became a real annoyance by the end of our stay. My room lacked basic essentials. For example potable water; glasses for water; a safe big enough for valuable travel essentials like laptops; a fridge/mini-bar (which the website says all rooms have); shower doors that closed so you didn't soak the rest of the bathroom. The room I was allocated also had no natural light or way of airing the room - a major design flaw which the poor in-room lighting and A/C unit did not resolve. Also I don't know who design the hanging space for clothes, but they must have been about 7ft tall and not had many clothes as it was far too high to reach without a chair and only had 3 clothes-hangers. I was put in a room away from the rest of the hotel, in a little patio at the back which had 1 other room. The route up to the 2 rooms was pretty terrible for a hotel aspiring to be luxury boutique - up a back metal service stairway past the kitchens. More pertinently the metal stairway was not covered and in heavy showers became dangerously flooded and slippery (not to mention guests would get soaked wet on the way back to their rooms). These rooms also suffered from noise: from the bar on the roof terrace above and the interior patio below. There was a heavy wooden door that could have shut out the interior patio noise, but someone had placed a huge heavy planter in front of it which I couldn't move. Also the roofs above our room had insufficient rainwater draining, meaning that when it rained heavily (which happened several times a day) it was like being stuck under a very noisy waterfall. The little patio outside our rooms was very pretty and had a small corner jacuzzi pool, but it clearly hadn't been cleaned for a long time and attracted mosquitoes :\ My colleagues who had rooms around the main interior patio also said the noise from the interior patio was too loud. At least they had opening windows with a view though! I also think this hotel needs to decide what it is and who their target guest is. The rooftop bar and the interior patio were booked for parties on several nights, which kept ALL guests awake including those who needed to go to bed early because they were on business (and presumably people who wanted a relaxing holiday). The way the building is laid out it can't accommodate all of these audiences at the same time. I was thankful I wasn't paying the bill but I believe the hotel is expensive for Puebla and Mexico. If that's the case then it simply isn't worth it. I hope the hotel reads my comments - and those of other guests - and acts on them as soon as possible. Because it was clear from how busy the hotel was that there is demand for a good quality boutique hotel in the city.

Ok so we paid 3400 pesos for one night. The location is awesome and we also liked the hotel architecture and design. That's about it. As soon as we arrived to the hotel we wanted to have dinner. When we got to the restaurant, we were asked if we had a reservation because it was full. We had to sit at the bar. They had a birthday party at one of their tables, so all waiters were taking care of the event So food took hours to be ready and since we were sitting at the bar we spent two hours listening to the waiters complaining of how stressed they were. The room is equipped like a 2-star hotel room. At night, when we went back to our room, we discovered there was no way to drink water so we called reception and we asked for two glasses of water. We received two empty glasses of water and then they told us that the tap water wasn't potable. We had to call them again and specify we wanted to drink water so they finally brought us some bottles. The hotel also specified a mini-bar a jacuzzi. The former was non existent and the last was out of service. Expensive, bad service and unequipped. Hope this helps them to improve.

El hotel es encantador y te transporta al pasado. Está muy bien ubicado, en el corazón del centro histórico, al lado de la catedral y muy cerca del zócalo. Hay varios restaurantes alrededor y pudimos tomar un par de tours que salen a tres cuadras de ahí. Las habitaciones son amplias y estaban limpias. Cabe notar, que todo el personal nos atendió muy amablemente. No vamos a mentir, la habitación 7 olía mal, como a desagüe; y aunque le ponían fragancia, el olor persistía. También podrían mejorar el control del ruido, ya que la música del sky-bar se oye mucho en las noches y es difícil poder dormir. Nosotros la pasamos muy bien y recomendamos El Encanto para una estadía muy placentera en Puebla.

He leido en otras opiniones quejas acerca del ruido del skybar y quiero imaginarme que son de estancias de fin de semana. Me he hospedado 2 veces ya en este hotel y simplemente me encanta. Ambas de mis estancias han sido entre semana y no he tenido ningún problema en cuanto a ruido o problemas para descansar. Todo lo contrario, las camas son muy cómodas, los alimentos en el restaurante deliciosos y la vista inigualable! Te ofrecen 10% en consumos en la terraza por ser huéspedes. El desayuno es completo y riquísimo. El personal es muy amable y atento. A nuestra llegada eran alrededor de las 12:30 de la madrugada y aun así nos recibieron el auto con el Valet y no tuvimos ningún inconveniente para hacer check in. Lo recomiendo ampliamente!!

5 Poniente No. 105, Local B, Centro Puebla PUE

Hotel highlights

  • Steps from Puebla Cathedral and Zocalo Square
  • Free WiFi in rooms and public areas
  • Free valet and self parking
  • Onsite dining

Located in Puebla Historic Center, El Encanto is next to popular attractions like Puebla Cathedral and Zocalo Square. This 14-room, 3.5-star hotel has conveniences like free in-room WiFi, free valet parking, and a rooftop terrace.


This hotel is home to a restaurant and a bar/lounge. Satisfy your hunger from the comfort of your room with room service. For your convenience, a cooked-to-order breakfast is served for a fee each morning from 8 AM to noon.


A TV comes with cable channels, and guests can stay connected with free WiFi. The bathroom offers hair dryers and free toiletries. Other standard amenities include a private yard, a minibar, and free local calls.

Property features

Renovated in 2016, El Encanto offers a rooftop terrace, free WiFi in public areas, and a meeting room. Free valet and self parking are available, or if you're not driving, take the airport shuttle (available on request) for MXN 350 per vehicle one way. The 24-hour front desk has multilingual staff ready to assist with luggage storage, concierge services, and dry cleaning/laundry. Additional amenities include laundry facilities and wedding services.

Room options

Superior Suite, 1 King Bed

King 1 | Sleeps 3

Junior Suite, 1 Bedroom

King 1 | Queen 1 | Sleeps 3

Superior Room, 2 Double Beds

Full 2 | Sleeps 4

Reviews from Trip Advisor

Trip Advisor aggregated rating

% of guests recommend this hotel

Total of 21 reviews

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*Price based on the lowest price found within past 24 hours and based upon one night stay for two adults over the next thirty days. Prices and availability subject to change. Additional terms may apply.