Standard Room, Multiple Beds
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Reviews of Hotel del Portal

3.5 out of 5
Hotel del Portal
Juan de Palafox y Mendoza 205, Colonia Centro, Puebla, PUE

Reviews

7.8

Good

Rating 10 - Excellent. 181 out of 528 reviews" "
Rating 8 - Good. 185 out of 528 reviews" "
Rating 6 - Okay. 89 out of 528 reviews" "
Rating 4 - Poor. 40 out of 528 reviews" "
Rating 2 - Terrible. 33 out of 528 reviews" "

8.2/10

Cleanliness

8.0/10

Staff & service

8.2/10

Amenities

7.4/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

10/10 Excellent

Isaias

Business traveller, Travelled with partner
The property location is simply awesome! Right on the heart of the city. I definitely, will take this hotel as my primary place to stay in my next trip.
Stayed 1 night in Jan 2024

8/10 Good

Olivia

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excelente ubicación
El hotel está en una buena ubicación y tiene una excelente vista al zócalo y la catedral.
Stayed 1 night in Jan 2024

2/10 Terrible

Maria.

Stayed 2 nights in Oct 2023

10/10 Excellent

Stephanie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful building! You have a lot of restaurants and attractions around you. This is my second time staying here and I love it.
Stayed 2 nights in Aug 2023
Response from Noah on Aug 28, 2023
Thank you for your appreciation, Stephanie! We hope to give you a consistent service every time. Regards, Noah

4/10 Poor

Nancy

Stayed 1 night in Aug 2023
Response from Ammy on Sep 29, 2023
Hi, Nancy! Thank you for taking your precious time to check us out. We apologize for the disappointment and we will surely make every effort to keep to your standards in the future. Regards, Tim.

10/10 Excellent

Julio

Liked: Cleanliness, staff & service, property conditions & facilities
Perfect location and good service.
Stayed 2 nights in Jul 2023

10/10 Excellent

Linda

Travelled with family
Liked: Amenities
Live music and personal is very attentive
Stayed 1 night in Aug 2023

6/10 Okay

Fabio

Travelled with family
Very nice hotel. But there no much conditions like no air conditioner , no iron , no usb ports, no coffee maker, the hotel employees ask for tip for everything.
Stayed 2 nights in Jun 2023
Response from Ava on Jul 5, 2023
Thank you for your valuable feedback, Fabio! As per the feedback, it seems that you are not satisfied with our services. Be assured, we will strive to make your stay pleasant whenever you revisit us next time in the future. Have a great day! Regards, Ava

8/10 Good

Melchor

Liked: Cleanliness, staff & service
No hubo lavandería en el hotel como promocionado
Stayed 4 nights in Jun 2023
Response from Rosy on Jun 26, 2023
Hi, Melchor! Happy to hear that you admire our services. We look forward to serving you soon. Regards, Rosy

10/10 Excellent

Elias

Stayed 7 nights in Jun 2023
Response from Joey on Jul 15, 2023
Hi, Elias! We are elated to know that you liked our services. Regards, Joey

8/10 Good

Jose Nerio

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
Centro Histórico. No hubo agua caliente para bañarme durante mi estancia....
Stayed 2 nights in May 2023
Response from Ava on Jun 1, 2023
¡Me alegro de oír esto, Jose! Gracias por formar parte de nuestra familia y siempre nos esforzaremos por estar a la altura de tus expectativas. Saludos, Ava

10/10 Excellent

Sandra

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
I would definitely recommend this hotel. Staff is really nice and helpful.
Stayed 1 night in May 2023
Response from Ava on Jun 1, 2023
Hey, Sandra! We always love to hear from you. Happy to know that you liked our services. Thanks a ton for staying with us. Looking forward to hosting you soon :) Regards, Ava

10/10 Excellent

Gerardo

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2023
Response from Carlos on May 23, 2023
Buen día Gerardo muchas gracias por los comentarios!

8/10 Good

Cecilia

Stayed 1 night in May 2023
Response from Ava on Jul 5, 2023
Thanks for taking out your valuable time to rate us, Cecilia! We will work even harder to make your stay a memorable one :) Regards, Ava

10/10 Excellent

Claudia

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The room was extremely clean and the staff was very polite and outgoing.
Stayed 2 nights in May 2023
Response from Carlos on May 13, 2023
Thank for your words Claudia, we look forward to hear soon from you, BG!

8/10 Good

Adrian

Stayed 1 night in Mar 2023
Response from Carlos on May 1, 2023
Hola Adrian, gracias por los comentarios.

6/10 Okay

jose

Business traveller
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
They have problem with the hot water, I’m stay running water for 20 min and never come hot water early in the morning.
Stayed 6 nights in Mar 2023
Response from Carlos on Mar 29, 2023
We are truly sorry to hear this. We are workiing hard on the issue. Thanks for your comments.

10/10 Excellent

Angelica

Liked: Cleanliness, staff & service, property conditions & facilities
Safe, close to shopping center.
Stayed 1 night in Mar 2023
Response from Ammy on Mar 23, 2023
Hi, Angelica! Thank you very much for being with us. Looking forward to your continued love and support. Regards, Tim.

6/10 Okay

Veronica

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
I guess if you book through Expedia you get assigned into the rooms in level M which you get no views and are smaller rooms but the beds are comfortable
Stayed 2 nights in Feb 2023
Response from Carlos on Feb 25, 2023
Hi Veronica! Thanks for your comments, we will check on this.

8/10 Good

Olga

Travelled with group
Liked: Cleanliness, staff & service, amenities
The problems with hot water was not really nice in cold days.
Stayed 1 night in Feb 2023
Response from Ammy on Feb 20, 2023
Hi, Olga! Thank you very much for being with us. Looking forward to your continued love and support. Regards, Tim.

6/10 Okay

Gerardo

Travelled with family
Liked: Cleanliness
Ningún servicio en el cuarto muebles muy dañados regadera y lavabo casi sin agua
Stayed 2 nights in Feb 2023
Response from Lisa on Feb 14, 2023
Hola, Gerardo. Nos entristece ver que no está satisfecho con nuestros servicios. Esté seguro, nos esforzaremos día y noche para asegurar una estancia cómoda en el futuro. Saludos, Lisa

10/10 Excellent

Elizabeth

Stayed 1 night in Jan 2023

8/10 Good

Heather

Liked: Cleanliness, staff & service
Stayed 2 nights in Jan 2023

10/10 Excellent

Elizabeth

Stayed 1 night in Jan 2023

4/10 Poor

Bonnie

Liked: Cleanliness, staff & service, property conditions & facilities
It is in the best location, next to a beautiful park with lots of excellent restaurants and stores. There is also a traditional market nearby. The hotel is quaint and has an open courtyard that is covered with an opaque ceiling that protects from rain, but let's the sunlight in. However, every sound in this courtyard comes up to rooms. The hotel was quite noisy.. also, they do not have coffee in the rooms. They charged me $4 for a cup of mediocre coffee in their courtyard restaurant.
Response from Carlos on Jan 11, 2023
Bonnie we are sorry to read these comments, we will put special attention to your suggestions, thank you very much!

8/10 Good

Hector

6/10 Okay

Gloria

Liked: Cleanliness, property conditions & facilities
Ok!
Rooms were clean, decent size. Only 2 complainss are receptionist took about 15 minutes to help us out (we were the first in line)because she was getting report from previous receptionist. I wouldn't complain but they notices there were at least 5 people in line and it was obvious not the time to give report. Second complaint is that this morning when I was getting in the shower there was NO hot water. It's cold during this time of season so to have no hot water is absurd.
Stayed 1 night in Dec 2022
Response from Carlos on Dec 21, 2022
Hello Gloria, thank you for your valuable comments, they are always welcome, we are sorry to hear that this has happened to you, but you should know that we are working hard to be better every day, and these opinions help us a lot. We offer you, our most sincere apologies and we hope to see you again soon in this property.

10/10 Excellent

Daniel

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Recomended
Was fine
Stayed 2 nights in Oct 2022
Response from Carlos on Oct 7, 2022
Hola Daniel gracias por su evaluación!

8/10 Good

Michael

Stayed 1 night in Sep 2022
Response from Carlos on Sep 28, 2022
Hola Michael, gracias por su valiosa calificación, esperamos recibirlo de nueva cuenta en el futuro!

8/10 Good

RICARDO

Stayed 1 night in Sep 2022
Response from Carlos on Sep 9, 2022
Hola Ricardo gracias por darse el tiempo de hospedarse con nosotros y por su calificación, esperamos verlo pronto!

10/10 Excellent

Jose

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2022
Response from Simon on Jul 18, 2022
Thanks for the positive rating! Hope to welcome you again soon. Regards, Simon

10/10 Excellent

Marcos

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This was our first time coming to Puebla and honestly we could not of chosen a better place. It was right in the center where all food is and easy access to tours. On Friday night they had karaoke. The service is as great and I liked that they provided bottled water.
Stayed 2 nights in Jun 2022
Response from Carlos on Jun 26, 2022
We are happy that everything was pleasant on your first visit to Puebla. Your comments motive us to give the extra mile, come back soon!!!

6/10 Okay

Rick

Stayed 1 night in May 2022

4/10 Poor

Martin

Travelled with partner
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
The room was very unsatisfactory. Located in the back of the hotel it’s only window was opaque and opened on to an open area with lots of ventilation equipment that made noise all night. Only the top 1/3 of the window opened and that was a slider so the opening was no more than 18 inches by 12 inches, if that. It did not allow in enough air to cool the room at all. There was no air conditioning which in this climate is not usually a problem given the cool nights. But with such a tiny opening there was no way to get enough air. Maybe these are the rooms they reserve for folks who book through Expedia.
Stayed 1 night in Apr 2022
Response from Ammy on May 6, 2022
Hi, Martin! We are sorry for finding that your experience with us was not nice. We will certainly be working on your feedback to provide you with the best possible experience next time. Regards, Amelia

6/10 Okay

Albert, Victorville

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
The hotel needs maintenance, the curtains did not even cover the window, they were smaller than the window and all the light from the street came in, the bathroom needs maintenance or remodeling, our room did not have a view of the baseboard even though it was a deluxe room.
Stayed 1 night in Mar 2022
Response from Cheshta on Apr 1, 2022
Apologies for the problems you had faced, Albert! We have made a note of your experience this time. Rest assured, we will strive in the future to ensure a great stay with us. Regards, Ivy

6/10 Okay

achim

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2022
Response from Jon on Apr 1, 2022
Hi Achim, Thank you for taking out your valuable time to rate us. It seems that you are not completely satisfied with our services and we will surely put in our best effort to keep up with your expectations in the future. Regards, Jon

8/10 Good

achim

Stayed 2 nights in Mar 2022
Response from Jane on Mar 22, 2022
Hi, Achim! Thanks for rating our services, please rate us again with your kind words. Looking forward to hosting you again soon with a pleasant experience. Regards, Jane!

4/10 Poor

Rafael

Liked: Cleanliness
No key to room...
This hotel is in a great location. The lobby is beautiful but the room was a bit disappointing. It didn't have a window to the outside and it was very small and had a funny smell. The worst part, however, was the fact that we didn't get a key to our room! Each time we had to go out we had to wait until some staff person was around to open the room for us. We had booked two nights but cancelled our stay right after we woke up from the first night. I would have cancelled the moment they said they didn't have a key but it was very late and we were very tired.
Stayed 2 nights in Mar 2022
Response from Jason on Mar 17, 2022
Hi Rafael, Sorry for the trouble faced. We have duly noted your feedback and will ensure better services in the future. Have a nice day ahead :) Regards, Jason

10/10 Excellent

luciano

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2022

10/10 Excellent

Gonzalo

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2022
Response from Ammy on Feb 1, 2022
Thanks for the positive rating, Gonzalo! Hope to welcome you again soon. Regards, Amelia.

8/10 Good

Victor

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
IT glitch -
Everything went well with the exception of a system glitch. Only one room was available and I was placed in different rooms with the promised to make it right the following day. It never happened and I got smaller rooms with tiny windows due to the lack of communication between Hotels.com and OYO hotels system.
Stayed 4 nights in Dec 2021

6/10 Okay

PEDRO

Travelled with family
Liked: Cleanliness
A place to sleep and take a shower.
No A/C in the room and window hard to open, no fresh air, check in took too much time despite we were the only ones at the front desk.
Stayed 3 nights in Dec 2021
Response from Jake on Dec 29, 2021
Hi Pedro, Thank you for taking out your valuable time to rate us. It seems that you are not completely satisfied with our services and we will surely put in our best effort to keep up with your expectations in the future. Regards, Jake

10/10 Excellent

Amando

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
It was a great experience!!
Stayed 2 nights in Dec 2021
Response from Cheshta on Dec 27, 2021
Hi, Amando! Good to hear you enjoyed our offerings, have a relaxing day ahead. Regards, Ivy

10/10 Excellent

Blanca

Stayed 2 nights in Dec 2021

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The location is fantastic!!! Right next to the jewel like Zocalo, it can't be beat. Only problem, it took so long for hot water to come to the shower that I endured a cold one
Stayed 2 nights in Nov 2021

10/10 Excellent

Carlos Alberto

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Nov 2020
Response from Collection O Hotel Del Portal on Dec 3, 2020
Agradecemos tu visita y que te tomaras el tiempo de evaluarnos. Esperamos que pronto nos visites nuevamente.

8/10 Good

Paulina

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Buena estancia
Las habitaciones y la estancia muy bien. En el restaurante un poco ocupados los meseros y tuve que cambiar mi orden dos veces por falta de platillos en cocina. Al final solo me descontaron el pan dulce como cortesía.
Stayed 1 night in Sep 2020

10/10 Excellent

Fermin

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
oing to Puebla I recommend this hotel
Great location. Excellent service. If you go to Puebla stay at this hotel. It is not necessarily a 5 star hotel, but it is great. The building is very old but well maintained.
Stayed 1 night in Sep 2020

6/10 Okay

Luis

Travelled with family
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities, room comfort
Nice hotel. Hot roon
Room was hot. No a/c, just a fan no windows to open, outside was cool.
Stayed 1 night in Mar 2020
Response from Alma Morales on Mar 20, 2020
Agradecemos su preferencia, sus comentarios son muy valiosos para nosotros, seguiremos mejorando nuestros servicios.

10/10 Excellent

ALEJANDRO

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2019
Response from Alma Morales on Dec 26, 2019
Agradecemos su preferencia, seguimos mejorando para ustedes.