4/5 Good
Emilia, Belen Heredia
Travelled with family, Travelled with group
Jan. 12, 2022
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This was our second visit to this hotel and this time I took all my family (11 of us). We had a lot of issues with my room when we checked in, as the lock didn’t work. Although I suggested to move us to another room, we had to wait about 3 hours to fix the lock. We were given a bottle of Brut for the inconvenience and were offered a late check out, which both were highly appreciated
After that, our 3 night stay went a little more smoothly. However, there were still problems: Many of the plates on the menu were not available, and they run out of some liquors. Breakfast was not the best as the options are limited and; for example, the bagel with salmon, was served without the salmon as they didn’t have salmon…which was frustrating Local breakfast was served cold most of the time and service was slow. I think the hotel lack personnel at this time, and the waiters/waitresses do all they can to fulfill all what the hotel is missing.
Our stay was saved by Jose, our waiter, who always goes beyond his duties to serve us. He is definitely the example of excellent customer
service. He is efficient, accommodating and understanding. He makes things work out and take action to solve any problem.
Thanks to Jose ! Spa service was great Communication takes place thru WhatsApp and response time is slowly
To summarize, the hotel management should take action to improve all the negative aspects that showed up in this trip as last June -our first visit- everything was great.
Stayed 3 nights in Jan 2022