4/10 Poor
Carly
Traveled with partner
Oct 4, 2025
Liked: Cleanliness, amenities, property conditions & facilities
Overall this was your average hotel, it had all of the necessary amenities and was clean. We liked having a kitchenette, although the stove was finicky. The reason for the low rating is because of HORRIBLE communication from the property. They sent a message same-day that they were going to be shutting off the water for maintenance from 11:00pm-4:00am. That message was sent on their internal messaging platform (which does not send notifications), despite communicating via WhatsApp for the past month. As a result, we had no notice whatsoever, and there were no signs posted or notes put on the door, etc. 10:00pm rolled around and we tried to use the shower (after a long day at Tolantongo), toilet, and fill up our water bottles. The water was already off 1 hour earlier than scheduled. We were unable to shower, wash our hands, or even flush the toilet. This led to an extremely uncomfortable stay as we had just returned from a day-long excursion. Despite being responsive when I messaged the property, they claimed there was nothing they could do. They denied responsibility and claimed that any partial refund decision would be Orbitz’s responsibility. Orbitz sent us back to the hotel, telling us that the property manager would need to make that decision. ULIV ruined a good part of our stay and did absolutely nothing to make it right. Don’t book here if you want basic plumbing on your vacation!
Carly
Stayed 5 nights in Sep 2025
