6/10 Okay
Verified traveler
Aug 22, 2017
Liked: Room comfort
Disliked: Staff & service
Beautiful room, but terrible lobby and service
Don't be put off by the lobby as the actual rooms are very nice. However, I really think the staff should work better to cater more towards tourists. The front desk man didn't speak English, and he kept asking me for my "nombre" (name), even though I was pointing at it on my reservation. There was also a bit of confusion about where to get the key and he started to get annoyed with us. We had to go to the "office" on the third floor to get our key, but this office was just some lady's apartment. It was 6:00 AM and we hadn't slept in almost 48 hours, so we were hoping she would have some mercy on us and just give us our room, but she told us we have to wait 'til 3:00. We had no choice but to wander around the city. Finally we had enough, and at 1:30 we just went back up and told her to give us our room, because we're exhausted. Thankfully she gave us our key. This young couple led us into the room and explained the policies, but I wish they had explained how the appliances and TV worked. They only cleaned the rooms and changed the sheets and towels every few days, but the towels they gave us were stained, so we used our own. The staff was so unhelpful. On checkout day we went to the office and gave the lady 5,000 pesos to hold our bags and call a cab us. She gladly snatched the money, but told us to call ourselves. Other staff wouldn't let us use their phone to call our tour. We had to go the nice hotel next door, where the deskman made a phone call for us free of charge.
Verified traveler
Stayed 8 nights in Aug 2017