Ratings based on 467 Verified Reviews
4.6 Room cleanliness
4.4 Service & staff
4.5 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 18 Nov 2024
We booked and executive room with business lounge access. The first day we could not use it due to a private event, the second night we were told we had no access but after a lot of debating we had and the third night it was closed for no apparent reason. the only drinks we could order was the happy hour drinks which were also offered in the bar downstairs but at no cost to booking with business lounge. At the end we paid more at the booking stage for no Lounge access a waste of money. Steven tried is best to make us happy on the only night we were able to use the lounge
It seemed that the steam room is always turned off and you need to request it when you want to use it but no apparent sign next to it to advise. the gym/pool/Spa area didn't have a member of staff to ask so i had to call reception to send someone up and ended up with 3 maintenance guys.
The breakfast selection is a bit sad too.
Check out was also a bit tense, as we had to make a point that the drinks we had on the first night in the bar (business lounge had private event) should be voided from the bill, but again it was hard work but finally managed to get the drinks taken out.
This hotel has a management problem which need to be addressed. information to guests need to be clearer and simpler. Nothing is told or written anywhere to make the guests experience easier.
On a positive note the beds are comfortable but unfortunately i would not recommend this hotel and the experience has tainted the brand.
by A verified traveler
Posted 27 Oct 2024
by A verified traveler from Rio Grande
Posted 21 Oct 2024
Good hotel
Comment from Hotel Management
25 Oct 2024 by Catalina Clavijo , Hotel Management
Thank you for taking a moment to share your experience. We really appreciate your positive comments about our service, I will do your recognition to our staff, and we look forward to welcoming you back to our hotel in the not too distant future, we will be very attentive to your next stay!
by A verified traveler
Posted 5 Sep 2024
by A verified traveler
Posted 4 Sep 2024
I won’t never coming back!
Comment from Hotel Management
27 Sep 2024 by Catalina Clavijo , Hotel Management
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and are very sorry we fell short in meeting and exceeding your expectations of an exceptional stay. We are reviewing your comments with our team as we continually work to improve our guest experience. We hope you will consider staying with us in the future and allowing us the opportunity to restore your faith in our hotel. Thank you again for your time and feedback.
by A verified traveler
Posted 28 Aug 2024
The property was quite, well kept, the staff was friendly and eager to help eventhough we spoke different languages. Would stay again.
Comment from Hotel Management
28 Aug 2024 by Catalina Clavijo , Hotel Management
Thanks for your glowing review! We aim to provide the best possible experience, and it's wonderful to hear we succeeded with you.
by A verified traveler
Posted 10 Aug 2024 on Hotels
Nothing extraordinary
Restaurant for breakfast was separate building from hotel and not very appealing
Comment from Hotel Management
13 Aug 2024 by Carolina Giraldo, Hotel Management
Dear valued guest,We want to start by saying how sorry we are for not meeting your expectations during your stay with us. We understand that our hotel did not quite live up to your standards, and for that, we are truly sorry.Please know that we take your feedback seriously and are taking immediate action to address the issues you experienced. We are committed to providing the highest level of service and amenities, and we fell short of that goal during your visit.Once again, we apologize for not meeting your expectations and hope that you will give us another chance to show you the level of service and quality that you deserve.
by A verified traveler
Posted 21 Jul 2024
Comment from Hotel Management
23 Jul 2024 by Carolina Giraldo, Hotel Management
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and are very sorry we fell short in meeting and exceeding your expectations of an exceptional stay. We are reviewing your comments with our team as we continually work to improve our guest experience. We hope you will consider staying with us in the future and allowing us the opportunity to restore your faith in our hotel. Thank you again for your time and feedback.
by A verified traveler
Posted 19 Jul 2024 on Hotels
by A verified traveler
Posted 14 Jul 2024
Just be aware to put the correct amount of people in the reservation. I made a mistake an only put 1 person rather than 4, and they made a big deal about it.
The dinning area at night was empty on Sunday night, we had a big group of 20 people. They told is that an specific area of the dinning was reserved and we couldn't use it. No one came to that area all night. The group left at closing time. There was only one cook. It took an hour or so for the meals to be cooked. The server did not seem to be happy. The server just takes your order and never comes back to check on you. You have to be chasing your server down. Even for drinks they take forever.
The hotel is at a very nice location. The rooms were cleaned.
Comment from Hotel Management
16 Jul 2024 by Carolina Giraldo, Hotel Management
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and are very sorry we fell short in meeting and exceeding your expectations of an exceptional stay. We are reviewing your comments with our team as we continually work to improve our guest experience. We hope you will consider staying with us in the future and allowing us the opportunity to restore your faith in our hotel. Thank you again for your time and feedback.
