Hotel Luz de Luna

The front desk woman named “Danny” is incredibly racist towards people who speak English and are white. I had called the hotel prior to arrival/ check in to request an early check in time. The woman on the phone said no, I then asked the woman if we could leave our luggage in the lobby until we could check in so we could leave to get food. She said no. My friend who speaks Spanish then calls and asks and she says yes to us being able to leave our bags in the lobby… She says we cannot check in until 3:00 because she’s giving us an “apartment” meanwhile there are several clean rooms available at this time… we are patient and understanding to the situation and we go and wait in the sun by the pool for several hours waiting to check in. She would not allow me to use the restroom or charge my phone in the lobby while we were waiting- she told me to go to the restaurant next door…. Danny was also rather rude when I was asking very basic/ comman questions regarding taxi and WiFi. Around 2:30 I noticed the woman checking in several other guests that had arrived AFTER US. I proceeded to the front lobby where she continued to look at me and not acknowledge me or the situation. Eventually after waiting for her to be done checking in all of the other guests who arrived after us- she says that I’m still unable to check in and that “our apartment is not ready for us” and we have to wait longer. I ask why she’s checking in other guests early and she said because they “paid 10$ to be early” but we were not given this option and she made us wait in the hot sun for several hours. I would have paid her 100$ to check in early and not sit in the heat the way she did…. I told the woman I did not care about the apartment- I was very happy to take one of the rooms that’s been ready since we arrived… I also would have paid extra to check in early like the other guests. We also did not even book this said apartment- we only booked a basic room… The women then proceeded to make me fill out my own paperwork for the front desk (my head absolutely throbbing from waiting in the hot sun) asking me to do her job for her as she holds her baby and pets her dog behind the front desk. I pulled out the wrong card on accident and it got declined, the woman didn’t give me the chance to try my credit card and was very aggressive and said “fine you don’t wanna pay then follow me” and then takes us to one of the rooms that’s been clean and available since our arrival… She’s now currently standing outside our door with her crying baby and we cannot sleep. I would be packing my stuff and leaving this hotel if I wasn’t suffering from heat exhaustion and didn’t just finish a week of camping in the jungle…. This has been a horrible experience that I will remember for the rest of my life. I will be hiding in the room until our departure I will be making my friend checkout of the hotel for us/ deal with the payment issue as she seems to be more responsive/respectful to him speaking Spanish. If you want to feel terrible & be treated very poorly this is the place for you!!!

The hotel is very good located, walkable distance to national park, grocery in from of the hotel, very delicious pizza next to the hotel as well. Rooms are small, it might be very important for someone Air conditioner is loud and this might be a problem for sensitive guests

Lovely Hotel. Clean room, comfortable bed, nice pool area. There is a great Pizza Place close by!