Alt Urbana

We stayed here July 14-16 even though we booked for July 14-17. At check-in, the front desk wanted to charge my credit card for the room, despite my having paid in advance on *******. The employee insisted it was not paid. I showed her our receipt from ******* and immediately she saw in her system that it was paid. We were unable to use the pool or jacuzzi for the entire time we were there. The front desk said it was closed for chemicals and cleaning. It was covered and unusable the entire time. We were relaxed in our hotel room on our second night and I received a call around 11pm on my cell phone from a León number. It was a man saying he was from the front desk of ALT Urbana. He addressed me by my full name. No one knew my full name or cell phone number in León except the hotel. He said there was a car with illegal items outside the hotel and the police were going to come and knock on our door. The hotel has a light outside of each room It is illuminated if there are guests staying in that room. That is not a safe practice. We no longer felt safe at this hotel and checked out one day early to go to a different hotel. When we checked out, a different person at the front desk wanted to charge my credit card for "the extra night" despite we were leaving a day early and despite the fact that we paid for our hotel in advance on *******. She insisted on charging my credit card. I showed this employee our receipt from ******* and immediately she found in her system that everything was paid. I asked for a refund for the night we did not stay because we did not feel safe here, and it was denied. I can not recommend this hotel. The advertised amenities aren't available, IT IS NOT SAFE, they use your personal information for questionable activities, and they try to charge you additional even though everything is already paid. DO NOT STAY HERE!

At check-in, the front desk wanted to charge my credit card for the room, despite my having paid in advance on *******. She insisted it was not paid. I showed her our receipt from ******* and immediately she saw in her system that it was paid. We were unable to use the pool or jacuzzi for the entire time we were there. The front desk said it was closed for chemicals and cleaning. It was covered and unusable the entire time. We were relaxed in our hotel room on our second night and I received a call around 11pm on my cell phone from a León number. It was a man saying he was from the front desk of ALT Urbana. He addressed me by my full name. No one knew my full name or cell phone number in León except the hotel. He said there was a car with questionable tems outside the hotel and the police were going to come and knock on our door. The hotel has a light outside of each room It is illuminated if there are guests staying in that room. That is not a safe practice. We no longer felt safe at this hotel and checked out one day early. When we checked out, a different person at the front desk wanted to charge my credit card for "the extra night" despite we were leaving a day early and despite the fact that we paid for our hotel in advance on *******. She insisted, and again I showed our receipt from ******* and immediately she found in her system that everything was paid. I can not recommend this hotel.