The staff members are friendly and professional, the service and environment are wonderful! I would like to suggest the management to use hydraulic soft-close door hinge on the room doors to prevent strong slamming caused by the strong winds. For the higher safety of the kids.
I rented a Suite Deluxe Matrimonial con Terraza and arrived at 4 AM. Once in room 406, I used the toilet only to discover the bidet was not working. I was unable to sleep because, since my last visit 6 years ago, the mattresses have been changed to inferior ones in terms of firmness and quality. Around 9 AM, the mechanic came and confirmed there were no spare parts to fix the bidet. Asked for a room change and was moved to 1006. Once in the room. I tested the bidet to confirm it did not work either. The mechanic cleaned it, and it worked again. I then turned on the air conditioner and confirmed it did not work. The mechanic came and confirmed it could not be repaired quickly. The hotel was full... Management was scrambling to find another room. I informed them I was willing to give up the terraza and all I really needed were: Bidet, AC and a firm mattress. After an hour, I suggested to the supervisors (Manuel & Angel) that they take the bidet parts from room 1006, install them on the bidet in room 406, and find a firm mattress, which they did. I left the hotel and returned 3 hours later with everything finally working. The staff was very cooperative. In particular, Manual & Angel (and the mechanic) were very proactive in solving this. The hotel has changed ownership over the last 6 years. Attention to detail is gone: Only 2 large towels instead of 4. Soap selection and quality are minimal. The minibar is almost empty. But, overall: THE STAFF & SERVICE/ATTENTION IS EXCELLENT
We are Casa Andina members and have stayed at a lot of hotels in the chain, and this is definitely one of the best ones. Free upgrade to a better room, great service across the board, and delicious food from the restaurant. It was our first time staying there and it impressed us so much that we will definitely go back.
Loved it! Great place, beautiful, great views, wonderful rooms, beds are super comfortable. We used the spa for a couples massage and the saunas. It was so relaxing, i definitely recommend it, and plan to come back.
The first room was very noisy so I made them move me. The second room was even worse. The service at the front desk was poor. They don’t tell you they automatically include a service charge of 10% on everything until checkout time (after you’ve already tipped them) that way they get double-tipped. There’s no lobby to speak of, the location offers nothing, no jacuzzi (except in the spa). Overall a very disappointing experience.
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