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“WORST SERVICE EVER” 1 of 5 bubbles
Review of El Chante Spa Hotel

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El Chante Spa Hotel
Ranked #2 of 3 Hotels in Jocotepec
Guadalajara, Mexico
Level Contributor
28 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 59 helpful votes
“WORST SERVICE EVER”
1 of 5 bubbles Reviewed 5 March 2012

My wife wanted to spend a day at EL Chante Spa for so long, and we had a wedding in Chapala. So we decided to stay at El Chante “Boutique” Hotel and Spa. We thought that the day after the wedding we could enjoy a spa day. But we were wrong, it was really a nightmare!!!

First of all you cannot make a reservation on their webpage or over the phone. You have to pre-pay for the room with a deposit!!! Isn’t this a serious hotel? Have they heard of internet? Credit cards? Technology? Anyway, I deposited the money and sent an email with the transfer confirmation to the email they gave me. I asked them to confirm the reception of the deposit. They never did, I had to call them to make sure the reservation was confirmed!!

When we got to the hotel we were received and introduced to Corina at the front desk. She offered us the spa’s menu containing all sorts of treatments and massages. My wife, very excited began asking questions about them. But being a keen negotiator, she first asked if there were late check-outs. Corina explained that there were 2 options: if late check-outs were available, we could keep our room as long as we were at treatments or massages; if there were no late check-outs then they could watch for our luggage, lend us some lockers and let us use a bathroom and a shower when needed. My wife agreed to reserve a treatment but we wanted to know if there were late check-outs before planning our next day. Corina told us she had to double check if a late check-out was an option. My wife stated that she would love to enjoy the day at the spa but that it all depended if we could leave the room later. Corina told us she was going to check with the manager and that she would give us a call to the room in a few minutes. That never happened!!!

Anyway we went to the wedding, had the time of our lives, came back to the hotel, slept and on the next morning, my wife woke up excited about her so long dreamed spa day. She immediately phoned the front desk, and again Corina picked up. My wife asked about the late check-out and Corina committed for the second time to give us a call in a few minutes. Corina never called back. My wife was so frustrated. If the managers decided not to give us a late check-out we were still going to do the spa day, we just needed an answer: Yer or No!! Yet Corina kept promising she would double check and give us an answer, and she didn’t!!!

Check-out was at 12:00, we decided to go to the front desk and confront Corina. The late check-out was a Yes or a No?? as simple as that!! She was so obnoxious!!! She didn’t care, she wouldn’t even listen. She just said “I’m sorry, I forgot to call you, but this is your bill” as she handed me the hotel bill. My wife cancelled the treatments she was going to take and we left with the feeling that they wanted us out ASAP. They lost $2,000 - $4,000 in treatments just because Corina didn’t give us an answer.

But the worst part is that the Hotel managers will never notice these big mistakes. As we asked for a complaint form, Corina gave us a used little piece of paper and asked us to write or comments on the back. According to Mexican laws (NOM) the hotel should provide means for a customer to send a complaint directly to the management team. It is obvious that Corina was not going to pass the complaint to her boss, if it was all about her rude attitude and bad service!!!

I would never recommend this Hotel, mi wife waited several months for this weekend. She dreamed with a lovely Sunday filled with relaxing activities; all we got was an expensive bill, a very small room and the worst service ever!!!

  • Stayed March 2012, travelled as a couple
    • 1 of 5 bubbles
      Value
    • 1 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
8 Thank Pollescu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ElChanteSpaHotel, Community Manager at El Chante Spa Hotel, responded to this review, 30 March 2012
Dear customer:

We are so sorry that you have had a bad experience in our spa. We are currently improving our customer service system that actually is in conjunction with our social media strategy.

This kind of actions is not part of the philosophy in our spa, for that reason we are going to notify this complaint directly to the Management Hotel.

El Chante Spa Hotel is always looking for complying the expectations of our customers and above all provide a total experience of health, peace and harmony.

Sincerely we send an apology and we hope you can get a better perception of our spa and our service.

We are at your service for any comments and we really thank your observations because it make us better every day.

Unfortunately this was an awful experience for you, but we make you sure that it is never going to happen again.

We send a warm greeting and again reiterate my most sincere apologies.

Carlos Carballar
Community Manager
El Chante Spa Hotel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Write a Review

70 reviews from our community

Traveller rating
    26
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    12
See reviews for
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Rating summary
  • Sleep Quality
    4 of 5 bubbles
  • Location
    3.5 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    3.5 of 5 bubbles
  • Value
    3 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (5)
Date | Rating
  • English first
  • Spanish first
  • Any
English first
Mexico
Level Contributor
126 reviews
42 hotel reviews
common_n_hotel_reviews_1bd8 96 helpful votes
1 of 5 bubbles Reviewed 14 October 2009

Although this this hotel is beautfully located on the banks of Lake Chapala you DEFINITELY do not get what you pay for. I booked a lake view room which in itself was fine but for the price I paid expected a lot more. I also saw the other room in this 3 story hotel and they were small cramped and more like a 2 star hotel. But to make matters worse the service, with the exception of the two ladies at the front desk was AWFUL!!!!! Confirming a reservation was a nightmare in itself. From the general manager down to the front desk manager and the waiters, all without exception treat guests like intruders and anything you ask for is like pulling teeth wothout anesthisia. And don't dare ask for anything extra like feather pillows (which are available at any boutique hotel for free)...they wanted to charge USD$100.00 for them. The rooms service was downout RUDE getting annoyed when we did not open the door far enough for them to get the tray in!!!! No "goodmornings" or "excuse me" here!!! I travel easily 20 times a year some for business and some for leisure and this is by FAR the WORST SERVICE I have ever experienced!!!! Unless you wish to throw your money away DO NOT STAY at this hotel. Boutique hotels should be ashamed of having this hotel on it's list and I will also be writing to them. And if you do not count the service, the actual hotel is worth about USD$49.99 a night not the outrageous rate of USD320.00 a night they charged.

  • Stayed October 2009, travelled with friends
    • 1 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
5 Thank acamacho1970
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ElChanteSpaHotel, Community Manager at El Chante Spa Hotel, responded to this review, 30 March 2012
Dear customer:

We are so sorry that you have had a bad experience in our spa. We are currently improving our customer service system, our facilities and other amenities. Also we are improving our social media strategy and our customer service online.

This kind of actions is not part of the philosophy in our spa, for that reason we are going to notify this complaint directly to the Management Hotel.

El Chante Spa Hotel is always looking for complying the expectations of our customers and above all provide a total experience of health, peace and harmony.

Sincerely we send an apology and we hope you can get a better perception of our spa and our service.

We are at your service for any comments and we really thank your observations because it make us better every day.

Unfortunately this was an unfortunate experience for you, but we make you sure that it is never going to happen again.

We send a warm greeting and again reiterate my most sincere apologies.

Carlos Carballar
Community Manager
El Chante Spa Hotel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC

Travellers are raving about these Jocotepec hotels

Chicago, Illinois
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 30 March 2009

during my brief stay at El Chante i experienced a lot. from the cultural, physical, and emotional experience of the sweat lodge to the ultra-relaxing massage experience, i had a great time. the staff go out of their way to make sure all your needs are met. the rooms were uniquely decorated, elegant, and comfortable. if you want a relaxing time away from it all, this is the place.

  • Stayed March 2009, travelled with friends
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank wondermyke
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ElChanteSpaHotel, Community Manager at El Chante Spa Hotel, responded to this review, 30 March 2012
Dear customer:

Thanks for sharing your comments with us. We always try to be constantly improving our services, facilities, therapies and the care and attention that we provide to our customers.

We appreciate your choice and thank you for allowing El Chante Spa Hotel to be with you in that moment of relaxation, rest and inner search that you needed.

Each action and item that you found in El Chante Spa Hotel is endowed with the heritage and symbols of our ancestors, that's why you can breathe an atmosphere full of health, peace and harmony.

We are at your service and look forward to your upcoming visit.

Attentively

Carlos Carballar
Community Manager
El Chante Spa Hotel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Denver
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 27 March 2009

Our stay at El Chante was simply amazing. This luxurious boutique hotel on Lake Chapala is the perfect escape to get in tune with your spiritual self and to enjoy a wide variety of spa treatments. the rooms were very comfortable and the staff was amazing.

  • Stayed March 2009, travelled with friends
    • 4 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank segal111
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ElChanteSpaHotel, com at El Chante Spa Hotel, responded to this review, 30 March 2012
Dear customer:
Thanks for sharing your comments with us. We always try to be constantly improving our services, facilities, therapies and the care and attention that we provide to our customers.

We appreciate your choice and thank you for allowing El Chante Spa Hotel to be with you in that moment of relaxation, rest and inner search that you needed.
Each action and item that you found in El Chante Spa Hotel is endowed with the heritage and symbols of our ancestors, that's why you can breathe an atmosphere full of health, peace and harmony.
We are at your service and look forward to your upcoming visit.
Attentively

Carlos Carballar
Community Manager
El Chante Spa Hotel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about El Chante Spa Hotel

Property: El Chante Spa Hotel
Address: Ribera del Lago 170-1 | El Chante, Jocotepec CP 45825, Mexico
Region: Mexico > Jalisco > Jocotepec
Amenities:
Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 3 Hotels in Jocotepec
Price Range (Based on Average Rates): £
Hotel Class:3.5 star — El Chante Spa Hotel 3.5*
Number of rooms: 19
Official Description (provided by the hotel):
Nestled between the Sierra Madre mountains and soothing Lake Chapala, El Chante Spa Hotel—one of very few spots along the Chapala bank that boasts thermal waters—is a true oasis that lives up to its mantra; to inspire health, magic and harmony.This quiet property is more than a small, relaxing hotel. It´s truly a Spa with great rooms and other features that conspire to help guests unwind.The hotel´s 19 guest rooms—most with lake view balconies—are spacious, comfortable, and well equipped.Spa treatment spaces are designed and decorated according to the origin of a particular treatment. Here, guests are transported and truly renewed. The professional Spa staff is continuously trained and offer the utmost quality in service.Public areas are inviting with double lounge beds and gorgeous hand woven hammocks placed around the hotel´s swimming pool. Guests can dine al fresco, under a large pergola or choose Tokal´s cozy indoor seating.El Chante Spa Hotel brings a world-class Spa experience to a charming lake front community. ... more   less 
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Also Known As:
El Chante Hotel Jocotepec
El Chante Spa Hotel Jocotepec, Mexico - Jalisco

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