Grand Fiesta Americana Sumiya Cuernavaca

We visited Sumiya Hotel just to try the restaurant. The buildings and gardens are fantastic, transporting you to Japan. Decoration and atmosphere are unique. The food is great. The views are unique. This restaurant is absolutely worth to visit. Fully recommended !

We were extremely disappointed with this hotel and can only give it 2 stars: 1. Ongoing construction: There is renovation work currently happening on the hotel grounds (see photos), and no one warns you about it in advance. 2. Worn-out facilities: The rooms are worn-out and outdated. We were traveling with a small child, and even entering the elevator inside the building felt unsafe — it was extremely old, dirty, and had a terrible smell. 3. Service: • The staff often forgets your orders — you have to remind them multiple times. • I don’t recommend leaving a deposit for food and drinks at check-in. In the restaurant near the pool they added items to our bill that we never ordered, and we had to spend time proving it and sorting things out. • Waiters constantly mix up orders and bring drinks to the wrong tables. • One time we asked for a coconut, and were told they had run out — and that the machete to open them wasn’t available either. Yet just 30 minutes later, we saw a staff member serving a coconut to another guest. It seemed like the waiters simply didn’t want to make the extra effort to earn 10 US dollars and fulfill our request. 4. Poor communication and lack of entertainment: - Very few staff members speak English, which makes communication difficult. - There are very few activities available for adults and kids, and most of them are paid. For example, the cocoa ceremony by the bonfire costs 300 pesos per person. - There aren’t enough relaxing areas around the hotel — most guests end up gathering around the pool, which smells strongly of chemicals and doesn’t feel clean or pleasant Additional disappointment: At check-in, we were not offered a welcome drink, but our friends (with the same room category) were. When we later tried to order our welcome drink along with them, the staff went to check at the reception and refused to give us one, claiming that it’s only offered at check-in and not later. What was most frustrating is that four waiters spent 45 minutes investigating our drink. It seems that the hotel’s savings of 100-200 pesos are not worth the embarrassment, the time wasted, and the refusal. It’s frustrating when they forget about you from the start, and then refuse the service because of it.

I don’t usually expect five-star service from a budget or mid-range hotel, but I do expect basic safety, cleanliness, and courtesy. This place failed on all three. The most disturbing part? While we were having dinner at the hotel restaurant, my wife’s bag was stolen — right under their nose. No cameras, no staff vigilance, and worst of all, no reaction. We reported it immediately, but all we got was blank stares and a shrug. Zero accountability, zero support. As if that weren’t enough, the room was far from clean: hair in the shower, stains on the sheets, and a lingering smell of mold. Housekeeping clearly isn’t a priority here. And don’t expect the staff to make up for it. Most of them acted like they were being bothered just by having to do their job. Requests were ignored, and the general attitude was cold and careless. Avoid this hotel unless you’re okay with losing your belongings and your patience. One star, only because I can’t give zero.