Crowne Plaza Toluca-Lancaster

People at the front desk don't go above and beyond to accommodate patients. We got there earlier to check in and they made us wait until the check in time. many hours.

We always stay at this hotel as it's the closest to my sister's home in Toluca. This time, we requested a date change from Dec 24 to Dec 25. According to *******, the hotel management agreed to the change without penalties and made the respective notes manually but by the time we arrived on Dec 25 at 10 pm they said they had no records of the change and the manager was not aware at all. Interestingly, their front desk person did say she received the call from ******* and directed them to management. At this point, the hotel didn't offer any options but to make a new reservation at their current rate. Since we couldn't afford that, we drove back home two hours away, at 11 pm on Christmas. This is not the first time we have had issues with management here, a year ago $700 USD disappeared from the hotel room and the manager did not provide any support or help to find the person responsible. Be careful! Their customer service is the worst.

Great inside

Not bad Nice big room. Comfortable.

Price, location and condition, very convenient. Thank you

The hotel is located next to a noisy freeway, then at one of the corners is a "sex shop", and the neighborhood felt unsafe. In addition, there were no towels in the room, and the water at the bathroom sink splashed everywhere making our clothes wet. Finally, the front desk staff was rude to us upon our arrival.