Rancho el Parral

So this is kind of a two part review. My fiancé and I originally stayed at Rancho El Parral back in October of 2021. We had a pleasant experience there and the staff was very friendly and accommodating. The breakfast was amazing and we loved the coziness of the house. The only concerns we had was the lack of security (doors were open and night with no one monitoring) and at one point, the power shut off in the house at night and did not come back for a few hours. Other than that we had a great two nights there. We liked it so much that we recommended the place to my parents and some family members that were going to be staying there in July. They booked the whole house for two nights in July back in November. However, a few days ago my Mom called to confirm with the hotel and to ask if they could add another night. It was then that the lady who answered the phone (did not get her name) informed my mom that they had to cancel the reservation since “the water was shut off.” The attendant claimed that they had sent my mom correspondence three months ago, but my mom searched through our mail and her email and did not find anything. She told my mom that she would be getting a refund, but my mom was upset considering there weren’t many places left to stay in Valle that weekend. My mom grew suspicious about the water situation, so she decided to call from a different number to inquire about rooms. The same attendant answered the phone and informed her that unfortunately the place was booked that weekend, but did not mention anything about the water being shut off. I did the same thing and when the attendant said that the rooms were booked (again no mention of the water shut off) I realized that Rancho El Parral was lying about it. I called the lady out and asked her how it is that the rooms were booked yet she canceled my parents reservation using the water excuse. She then told me over the phone that “she did not have any responsibility to tell me why the rooms were not available.” She also said that she never told me the rooms were booked, but just unavailable (another lie). I pointed out that I had just asked her if someone had those rooms booked that weekend, to which she confirmed, and to not try and walk back what she said. I told her that I would not be returning there ever again and to refund my money. What I think likely happened was that my parents booked the house at a favorable rate (about $600/night) back in November. Now that things are opening up they probably realized they could get more money for that weekend so they decided to cancel my parents reservation and open the house up to other bookings, using the “water shutoff” as an excuse. This is completely dishonest and a terrible way to treat customer. Please DO NOT come here as it is not a guarantee that they will honor your reservation. Rather, book somewhere else like Cielo Resort or Sueños Resort. Both of the hotels have much better customer service and offer around the clock