Stayed 2 nights at the hotel during a business trip in Guatemala. While it carries the Hilton brand name, it does absolutely not live up to 5* expectations. The hotel is a acceptable 3* hotel with large rooms and a proper bed. What's missing for the 5* experience: - Rooms are outdated (moulds in bathroom, carpet weared out, no mini-bar, no dressing gown, no free bottles of water) - staff at reception speak poorly English (one was not able to arrange a airport shuttle since he did not understand what i meant) - staff not attentive - no special perks offered to Hilton Gold member - breakfast buffet has limited option and of mediocre quality - food over dinner was acceptable, but staff not attentive (and again not able to understand English. I pointed at something from the English menu but the waiter asked me to (Google) translate to Spanish what i had ordered (!!!) - requested airport shuttle did not show up upon arrival at airport, had to wait for a long time in the middle of night for the hotel to send the shuttle (again) Long story short, next time I book another hotel in Guatemala City which offers a much better price/quality ratio. Would not like to stay here again and it is effecting the image of Hilton hotels in a negative way.…
I’ve never written a review as I am about to now, but for my birthday I visited this property and received prejudicial and discriminatory treatment as an African American directly from the restaurant manager, I’d strongly encourage anyone who looks like me to avoid this property. This was supposed to be a positively memorable experience instead the memory will remain unpleasantly painful. I can’t detail it in this review but I can minimally put those like me on notice of how you will be viewed and disrespected should you stay at this property, even as a Diamond member. Hilton preaches 100% satisfaction, they don’t even stand behind this at the property when they instigate the issue and you leave peacefully. Just know you don’t have to stay anywhere your not valued. Options are available! Use another…
Nice design and colonial architecture, but it is old and dated. Hallways need a fresh coat of paint. Rooms need new carpeting. The place probably was good at its time and has great potential. Location is a problem if you don’t have a car. There are no restaurants in a walking distance and the food at the hotel restaurant is horrible. Breakfast was acceptable, but tablecloth had not been changed in a while.
I would avoid this. I booked for one night pre a flight to Mexico and there was no security, no porter readily to available to help with luggage, hallways were dark when trying to get to my room, and the place was eerily empty. The restaurant was awful and empty with dirty tablecloths. I left and chose to order room service instead and the Caesar salad turned up with insects! There was also a bug in my bath tub. far from 5 star.
The pictures on the internet look a lot better than the place actually is. It’s surrounded by a highway and a bit old fashioned (the swimming pool is literally by the highway). The restaurant isn’t good and breakfast is really the bare minimum. Service is good and the staff is nice tough.
Check-in was very smooth, I had a trainee assist me and she did a wonderful job. Masks are required in the hotel, and once or twice I was gently reminded to put mine back on (forgetful, not rebellious!) so it's good to know people still enforce that. As a Diamond Honors member I was upgraded to a awesome suite room. Very spacious, all the amenities were easy to operate (except there was no mini-fridge, so I kept having to request ice) and the bed was super comfortable. The shower has reliable hot water and great pressure. Housekeeping made my room look like new every day, no need to request anything. Breakfast was different each day, so that was nice. Weekdays were a little more basic with weekends having larger spreads. Dining was casual but such a beautiful setting with the large entries, high ceilings, and natural lighting. We had dinner twice in the restaurant with great service and even better food. I was hoping to go for a swim, but the pool looked a little on the dirty side. The hot tub was clean, but not very hot....but warm enough that I enjoyed a long soak late at night one night, much needed relief from all the sightseeing we did. All employees that I interacted with were very friendly and accommodating, which is expected at Hiltons. They assisted me in getting a COVD test for my return flight and that process was easier than expected. Regarding getting around, for any intrepid travelers, you can walk down a fairly busy road to get to the shopping/dining areas, it's about 20 minutes. Or you can call an Uber, they are fast, cheap, and reliable. Being on a busy road, please note that it can get noisy if your room faces the street. Ours did, but we were exhausted at the end of each day so we slept well! Everything considered, I would not hesitate to stay at this hotel the next time I come to Guatemala City.…
We had a difficult time trying trying to book a double bed room for a family of five, two adults and three children under the age of 10. The reception supervisor had a hostile attitude towards allowing to stay in one room. He informed us about a limit and was not understanding to the fact that we were traveling as a family and that our children were very young. We asked about an extra bed and we offered to pay more, but he was adamant that we book two rooms. Because my husband is from Guatemala and it was my and my children's first time, our comfort was his priority. He informed the reception supervisor that he would be staying with family and that the room would only be for four. The supervisor agreed, but made it clear that my husband would not be allowed to go in and/or visit us in the hotel. This just seemed too hostile for us. We decided to call the Westin Camino Real. Our experience was very positive from the moment making the reservation up until we left the hotel. We had no problem booking for five. We stayed two weeks and I have nothing but wonderful things to say. I have to say that I observed people visiting guests at the Westin without a problem. Everyone there was courteous and attentive. Most importantly, the Westin, Camino Real is in a better part of the city with shops and many restaurants where you can safely walk to. This is not the case with the Hilton; it's next to a busy highway. The main reason I initially wanted to stay at the Hilton is because I am a Hilton Honors Member, however, after having received such an unhelpful and hostile attitude from everyone we spoke to, I'm thankful we stayed elsewhere.…
It was a very comfortable stay. I felt cared for especially in the midst of virus concerns by the attentive staff. They went above and beyond to be accommodating and kind in their treatment of the guests.
This is a Beautiful Hotel, it’s a colonial design. Each area is Ike an small “Villa” Lots of beautiful architectural details. Very clean! Very safe! Great food! I recommend it with no hesitation. Each member of the staff is very kind. Excellent service.
Stayed here as Diamond member on a generous cash rate. During check-in, I was greeted by the amazing team of FD Supervisor Margarita and FD Associate Christian. Despite being at high (operational) occupancy at check-in, they were able to accommodate my request from two beds to one bed and also provided a complimentary upgrade from a standard room to a deluxe room. Some rooms on the ground floor have outdoor access. My only stay issue was that the first room had an external door that couldn't be locked. I was moved to a higher floor, but then my safe wasn't functional. On my final room switch, FD Manager Andrea and FD Associate Danny offered a further upgrade to a Corner Room which had no problems and was well spacious. Despite the property's agent, the classic Spanish architecture is stunning. However the location is further away from the city center than competing properties. There's no pedestrian access to/from the property, but it is directly on the Pan American highway for easy vehicular access. COVID Impacts: Default housekeeping is every other day. Executive lounge is closed. In-room bottle water is complimentary for guests otherwise eligible for lounge access. Hotel is not operating 100% of rooms, particularly rooms on the highest floors. Disappointingly, stay surveys/evaluations at this property are currently not being emailed after check-out. I'd like to give a special acknowledgement to Manuel Guyan for excellent service at every meal in the hotel's restaurant. Margarita for doubling as a concierge and booking my activites while in Guatemala. My tour operators were unexpectedly cash only and I'm partial on card and digital payments. Margarita vouched to management to let me cash advance from the hotel above the normal limits to cover these activities. Thank you so much again! Finally to Christian, who not only was kind and patient during all my requests, but also provided local snacks and souvenirs out of pure generosity! His note was an important reminder that kindness and patience are most needed and most appreciated in situations were it is hardest to express.…
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