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Lynda V

Won’t visit here again

1.0 of 5 bubblesReviewed 23 Sept 2024
Horrible experience bad customer service took 2 hours just to get towels in the room very disappointed staff was not helpful they were rude and I was not comfortable there no ac in the rooms it was hot and stuff and needs to update the decor it’s all old furniture
Date of stay: September 2024
Trip type: Travelled as a couple
1.0 of 5 bubblesValue
1.0 of 5 bubblesRooms
3.0 of 5 bubblesLocation
1.0 of 5 bubblesCleanliness
1.0 of 5 bubblesService
1.0 of 5 bubblesSleep Quality
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Paola Flores, Propietario at Puerto Nuevo Baja Hotel & Villas, responded to this review
Responded 2 weeks ago
Dear Lynda,

Thank you for sharing your experience with us. We sincerely apologize for the issues you encountered during your stay, particularly the delay in receiving towels and the lack of air conditioning in your room. This is not the level of service we strive to provide, and we understand how frustrating this must have been for you.

We take your feedback about the customer service and the outdated decor seriously and will be addressing this with our team to ensure improvements are made. We are also working on plans to upgrade our facilities, including room amenities, to provide a more comfortable experience for our guests.

We hope you'll consider giving us another opportunity in the future to provide you with the stay you deserve.

Sincerely,
Community Manager
PUERTO NUEVO BAJA HOTEL Y VILLAS
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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    Reviews (582)
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    5 - 10 of 582 reviews
    Reviewed 23 July 2024

    Pros: Very nice pool areas, beautiful grounds, pleasant staff, good rates, room condition was satisfactory, walking distance to Puerto Nuevo and grocery/convenience stores.

    Cons: No AC/heat in standard rooms, beds were overly firm, pillows small and flat, no elevators so some rooms can be a hike, very low shower water pressure during our stay.

    Date of stay: July 2024
    Trip type: Travelled with friends
    Thank jeff r
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Paola Flores, Propietario at Puerto Nuevo Baja Hotel & Villas, responded to this reviewResponded 30 July 2024

    Dear D72,

    Thank you for sharing your detailed feedback with us. We're pleased to hear that you enjoyed our pool areas, beautiful grounds, and friendly staff, and that you found the location convenient.

    We appreciate your comments about the areas for improvement. Your feedback helps us identify where we can enhance our guests' experiences.

    We hope to welcome you back in the future and provide an even better stay.

    Sincerely,

    GUEST RELATION MANAGER

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 22 July 2024

    This was such a great experience and I would 100% come back with family next time we visit the Baja area! Seems great for families. The pools can get a bit crowded during the day but you can squeeze your way in or just go in the morning.

    The rooms were clean and the water pressure was pretty good if you care about that. It can get steamy in the bathroom but just pop open the door slightly and you'll be fine. Unfortunately, there isn't designated room wifi, so you'll have to go to one of the wifi hotspots. It wasn't the biggest deal. Our room was close to the pool hotspot so we could live off of those few bars.

    Check-in and out instructions and process were unclear, so we had to wait a bit at 3pm.

    The mini zoo was so cute worth checking out if you like animals! They had piglets, deers, dogs, goats.

    It was a great lil resort-like enclosed space so it was super safe. Staff was amazing and so accommodating. Great price for a great experience!

    Room tip: The pool can get pretty crowded during peak hours with a lot of kids and families especially the heated indoor pool. Check in is 3pm
    Date of stay: July 2024
    • Trip type: Travelled with friends
      • Value
      • Location
      • Sleep Quality
      • Rooms
      • Cleanliness
      • Service
    Thank Christine M
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Paola Flores, Propietario at Puerto Nuevo Baja Hotel & Villas, responded to this reviewResponded 30 July 2024

    Dear Christine,

    Thank you for your wonderful review! We're delighted to hear that you had a great experience and enjoyed the pools, mini zoo, and overall resort-like atmosphere. It's fantastic that our staff made your stay enjoyable and accommodating.

    We apologize for any inconvenience with the check-in and check-out process, as well as the Wi-Fi accessibility. We're working to improve these areas to ensure a smoother experience for our guests.

    We look forward to welcoming you and your family back for another memorable stay in the Baja area!

    Sincerely,

    GUEST RELATION MANAGER

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 29 March 2024

    As an American staying the first time in a hotel in Puerto Nuevo, i’m going to break down the facts of this hotel so you could be knowledgeable of what you’re getting into. Very basic room, and old looking. Chipped, paint, and old everything. It was nice that you could open the window and hear the ocean waves. No washcloths, no conditioner, only 2 sets of outlets. No A/C or fridge. I can hear people in the other room, so walls are thin. I was told Uber cannot come into the hotel, but you can get one outside the gate on the street as it's way cheaper than a taxi. Apparently Uber can come to hold the hotel, but the front desk staff will steer you away from that. Easy and quick 7 minute walk to Puerto Nuevo Village for lobster, souvenirs and there’s a grocery store Calimax. No heater if you are cold, just extra blankets upon request. Portable fan in room. You can borrow an iron from the front desk, but no ironing board. You might have to call multiple times for things for your room as for me, things never got delivered the first time. Nice live music Friday & Saturday night and good food. The petting zoo was not bad, cool to have on site. I would probably just come back here for the entertainment and food.

    Room tip: At check-in request, heavy blankets, and double check your room to make sure you have enough towels.
    Date of stay: March 2024
    • Trip type: Travelled as a couple
      • Value
      • Location
      • Sleep Quality
      • Rooms
      • Cleanliness
      • Service
    3  Thank TSG365
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Paola Flores, Propietario at Puerto Nuevo Baja Hotel & Villas, responded to this reviewResponded 30 July 2024

    Dear SBG365,

    Thank you for sharing your detailed experience with us. We appreciate your honest feedback, as it helps us understand where we can improve.

    We apologize for the inconveniences you found during your stay, including the room conditions and amenities. We strive to provide a comfortable and enjoyable experience for all our guests, and your comments about the lack of washcloths, conditioner, and room amenities have been noted for improvement.

    It's great to hear that you enjoyed the ocean view, live music, and the petting zoo.

    We hope you'll consider staying with us again to experience the improvements we are working on.

    Again, thank you for your feedback!

    Sincerely,

    GUEST RELATION MANAGER

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 10 February 2024

    Visited in early Feb. stayed in a very spacious and clean king size room with a breathtaking ocean view. This place is perfect for big families or for those looking for the perfect peaceful AND affordable getaway. This is your one stop vacation spot with ample parking, great food, superb staff. Walking distance to supermarket and local restaurants. Short driving distance between other attractions. Excellent Spa service on site as well as a divine bar with excellent entertainment. Already planning our next get away with a bigger group. Pleasantly surprised with how easy it was getting to and from San Diego, CA. Until next time!

    Room tip: Sign up to receive promotions and book in advance to secure the best possible rates.
    Date of stay: February 2024
    • Trip type: Travelled as a couple
      • Value
      • Location
      • Service
    1  Thank Claudia C
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Paola Flores, Propietario at Puerto Nuevo Baja Hotel & Villas, responded to this reviewResponded 15 February 2024

    Dear Claudia,

    Thank you for sharing your delightful experience with us! We're thrilled to hear that you enjoyed your stay in our spacious and clean room with a breathtaking ocean view. It's wonderful to know that you found our hotel to be perfect for big families and those seeking a peaceful and affordable getaway.

    We're delighted that you appreciated our convenient location within walking distance to a supermarket and local restaurants.

    We can't wait to welcome you back for your next getaway, and we're excited to hear that you're already planning to return with a bigger group. Thank you for choosing us, and we look forward to exceeding your expectations once again!

    Sincerely,

    GUEST RELATION MANAGER

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 3 January 2024

    We went for a quick couples getaway and stayed one night. The place was pretty dead and parking was easy to find and check in was fast. We paid extra for an oceanfront suite, which provided a window to see the ocean. The windows were filthy with dirt and paint.

    The room was dirty. Even though there was one of those paper rings on the toilet seat saying it was clean, once I lifted the lid there was pee all over the seat. Several weird dead bugs were on the floor.

    They only provided one towel for two people. The pillows were thin and horrible. It was very difficult finding places to plug in phone charger. The electrical was shotty.

    The jacuzzi was dirty with very murky water and stuff swirling around my feet.

    There are no elevators, so do not come here if you have a lot of luggage or are handicapped.

    We walked to the lobster village, but there was no easy path and it was not lighted.

    Room tip: Not handicapped friendly. Bring your own drinking water.
    Date of stay: January 2024
    • Trip type: Travelled as a couple
      • Value
      • Location
      • Service
    Thank Alan222222
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Paola Flores, Propietario at Puerto Nuevo Baja Hotel & Villas, responded to this reviewResponded 20 January 2024

    Dear Alan,

    We sincerely apologize for the disappointments you found during your recent stay with us. Your feedback is very important for us, and we deeply regret that we did not meet your expectations.

    The issues you've raised concerning cleanliness and room amenities are unacceptable, and we assure you that we are addressing them with our housekeeping and maintenance teams to prevent such lapses in the future. Please be assured that the conditions you described do not align with our usual standards, and we are taking corrective measures.

    We appreciate your honest feedback, as it guides us in making necessary improvements. If there's anything specific you'd like to share or if there are additional details that would assist us in addressing your concerns, please feel free to provide more information.

    We understand the importance of a comfortable and enjoyable stay, and we hope to have the opportunity to welcome you back in the future for a more positive experience.

    Sincerely,

    GUEST RELATION MANAGER

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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