Km. 9.5 CA 1 East, Santa Catarina Pinula, Guatemala
Reviews
8.6
Excellent
All reviews shown are from real guest experiences. Only travelers who have booked a stay with us can submit a review. We verify reviews according to our guidelines and publish all reviews, positive or negative.More informationOpens in a new window
I had a bad experience with the staff not informing me about the early check in process and with the receptionist when trying to do an early check in. Made it very hard while having an eight months old baby.
Andres
Stayed 1 night in Mar 2024
Response from Gracias on Mar 26, 2024
Dear. AndresFirst of all, we want to sincerely thank you for taking the time to share your experience at our hotel. We read with great regret that his stay was not satisfactory and we deeply apologize for the inconvenience caused.Our early check in is subject to availability, the guest can request it in advance to give it priority, otherwise it would be very difficult to provide early check in.At Hilton, we are committed to providing excellent service to each of our guests. Therefore, we take your feedback very seriously and will use it as a valuable opportunity to continually improve.We hope to have the opportunity to welcome you again in the future and provide you with an experience that far exceeds your expectations.Sincerely,Hilton Guatemala City
2/10 Terrible
Danielle, BROOKLYN
Mar 22, 2024
Danielle
Stayed 4 nights in Mar 2024
Response from Gracias on Mar 24, 2024
Estimada Sra. Danielle En primer lugar, queremos agradecerle sinceramente por haberse tomado el tiempo de compartir su experiencia en nuestro hotel. Leemos con gran pesar que su estadía no ha sido satisfactoria y nos disculpamos profundamente por las molestias ocasionadas.En Hilton, nuestro compromiso es brindar un servicio de excelencia a cada uno de nuestros huéspedes. Por ello, tomamos muy en serio sus comentarios y los utilizaremos como una valiosa oportunidad para mejorar continuamente.Esperamos tener la oportunidad de darle la bienvenida nuevamente en el futuro y brindarle una experiencia que supere con creces sus expectativas.Atentamente,Hilton Guatemala City
6/10 Okay
Mary Elizabeth
Traveled with family
Mar 8, 2024
Liked: Cleanliness, staff & service
There is a lot of road noise depending on where the room is situated. Had medicine stollen from our room
Mary Elizabeth
Stayed 2 nights in Mar 2024
Response from Gracias on Mar 17, 2024
Dear Mrs. Mary Elizabeth First of all, we want to sincerely thank you for taking the time to share her experience at our hotel. We read with great regret that her stay was not satisfactory and we deeply apologize for the inconvenience caused.At Hilton, we are committed to providing excellent service to each of our guests. Therefore, we take your feedback very seriously and will use it as a valuable opportunity to continually improve.We hope to have the opportunity to welcome you again in the future and provide you with an experience that far exceeds your expectations.Sincerely,Hilton Guatemala City
6/10 Okay
Ana
Mar 3, 2024
Liked: Property conditions & facilities
Ana
Stayed 1 night in Mar 2024
Response from Gracias on Mar 17, 2024
Estimada Ana. En primer lugar, queremos agradecerle sinceramente por haberse tomado el tiempo de compartir su experiencia en nuestro hotel. Leemos con gran pesar que su estadía no ha sido satisfactoria y nos disculpamos profundamente por las molestias ocasionadas.En Hilton, nuestro compromiso es brindar un servicio de excelencia a cada uno de nuestros huéspedes. Por ello, tomamos muy en serio sus comentarios y los utilizaremos como una valiosa oportunidad para mejorar continuamente.Esperamos tener la oportunidad de darle la bienvenida nuevamente en el futuro y brindarle una experiencia que supere con creces sus expectativas.Atentamente,Hilton Guatemala City
En nombre de Hotel Hilton queremos agradecerle sinceramente por tomarse el tiempo para escribir una reseña sobre su reciente estadía con nosotros. Nos alegra mucho saber que disfrutó de su experiencia y que encontró nuestro hotel a su gusto.Su opinión es muy importante para nosotros y nos ayuda a mejorar continuamente nuestros servicios. Esperamos tener el placer de darle la bienvenida nuevamente en el futuro.Atentamente,Hilton Guatemala City
4/10 Poor
Olga
Traveled with family
Feb 11, 2024
Liked: Cleanliness
Disliked: Staff & service
El personal no es amable. El área de la piscina está descuidada y no tiene servicio de restaurante. El bar abre hasta las 6pm
Olga
Stayed 1 night in Feb 2024
Response from Hilton Guatemala City on Feb 13, 2024
Estimada Olga, Agradecemos el tiempo que se ha tomado en compartir la experiencia durante su estadía. Su opinión es muy importante para nosotros ya que nos hace mejorar día a día. Le comento que nuestra piscina y jacuzzis, al estar al aire libre pueden tener basura natural, es por eso que nuestro equipo de mantenimiento se preocupa por la limpieza del área cada cierto tiempo. De igual manera, por seguridad suya y de nuestros huéspedes, no brindamos servicio de alimentación en el área. En nuestro restaurante y bar (disponible de 5 a 11 pm.) pueden refrescarse nuestros huéspedes.Esperamos tenerle pronto nuevamente y poder resarcir su experiencia con nosotros.Saludos cordiales,Hilton Guatemala City
Beautiful. Clean. Staff very polite and service oriented
Francois
Stayed 2 nights in Feb 2024
Response from Hilton Guatemala City on Feb 13, 2024
Dear Francois, we appreciate the time you took to share your experience during your stay with us. We are delighted to know you enjoyed our service and facilities.We are proud that our team members did make a difference for your stay. As Hilton, we are committed to our guests and to deliver exceptional experiences. We hope to have you again as our guest in a near future.Best regards, Hilton Guatemala City
Response from Hilton Guatemala City on Feb 13, 2024
Estimada Carol, Agradecemos el tiempo que se ha tomado en compartir la experiencia durante su estadía con nosotros. Nos complace saber que nuestras instalaciones y servicio fueron de su agrado. Su opinión es muy importante para nosotros y nos gustaría saber de qué manera podemos mejorar para hacer de su próxima visita una estadía excepcional.Saludos cordiales, Hilton Guatemala City
Response from Hilton Guatemala City on Jan 29, 2024
Dear Latoya, We appreciate the time you took to share your experience during your stay. We regret that you were unhappy during your stay. We offered you an early check in at no cost at 12pm and we tried to accommodate the 4 extra guests that were on your reservation for 4 adults. Your feedback allows us to improve and we sincerely hope you give us another chance to serve you the way you deserve. Best regards,
Response from Hilton Guatemala City on Jan 29, 2024
Estimada Laura,Agradecemos el tiempo que se ha tomado en compartir la experiencia durante su estadía con nosotros. Nos complace saber que nuestras instalaciones y servicio fueron de su agrado. Esperamos tenerle pronto nuevamente con nosotros en un futuro no muy lejano.
The staff is a bit rude, the hotel itself is old and outdated. The rooms have a distinct smell. I was extremely underwhelmed by the lack of costumer service. It is safe to say that I will never book here again. Save your money and book elsewhere. There are so many other hotels with better facilities and costumer service.
Danny
Stayed 1 night in Dec 2023
Response from Hilton Guatemala City on Dec 19, 2023
Dear Danny, Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and rest assured that this is not the impression we wish to leave with our valued guests.We would like to know more details about what happened during your stay as we unfortunately were not aware of these inconveniences in the different communications we established with you throughout your stay.If there is anything we can assist you with, please do not hesitate to contact us.Best regards,Laura RiveraFront Desk Manager
2/10 Terrible
Marvin
Dec 13, 2023
Marvin
Stayed 1 night in Dec 2023
Response from Hilton Guatemala City on Dec 14, 2023
Estimado Marvin, Agradecemos el tiempo que se ha tomado para compartir su experiencia durante su estadía. Nos gustaría saber más detalles sobre lo que sucedió durante su estadía con sus invitadas, ya que no tuvimos el placer de tenerle hospedado con nosotros personalmente. Sus comentarios nos ayudaran a hacer las correcciones correspondientes y poder servirle de una mejor manera en su próxima estadía.Cualquier duda o consulta, quedo a la orden.Saludos cordiales,Laura RiveraFront Desk Manager
10/10 Excellent
Gerardo
Dec 11, 2023
Gerardo
Stayed 1 night in Dec 2023
Response from Hilton Guatemala City on Dec 14, 2023
Estimado Gerardo,Agradecemos el tiempo que se ha tomado en compartir la experiencia durante su estadía con nosotros. Nos complace saber que nuestras instalaciones y servicio fueron de su agrado. Esperamos tenerle pronto nuevamente con nosotros en un futuro no muy lejano. Laura RiveraFront Desk Manager
Response from Hilton Guatemala City on Dec 14, 2023
Estimada Monica, Agradecemos el tiempo que se ha tomado en compartir la experiencia durante su estadía con nosotros.Nos gustaría saber más detalles sobre lo que sucedió durante su estadía para poder hacer las correcciones y poder servirle de una mejor manera en su próxima estadía. Esperamos tenerle pronto nuevamente con nosotros en un futuro no muy lejano. Laura RiveraFront Desk Manager
Antonio works as concierge, front desk, and bellman. He is everywhere and so efficient and professional. His support was the highlight of my experience at the Hilton. He should be the front end manager! Customer service is his priority and it shows.
Elisa
Stayed 3 nights in Nov 2023
Response from Hilton Guatemala City on Dec 19, 2023
Dear Elisa, We appreciate the time you took sharing your experience during your stay with us.We are proud that our team members did make a difference for your stay. As Hilton, we are committed to our guests and to deliver exceptional experiences. We will gladly be passing on your congratulations to Antonio.We are looking forward to welcoming you again very soon!Laura RiveraFront Desk Manager
Location is good. Hotel staff not helpful, their answer to any request was always no. Hotel room (338) not clean, closet room full of dust.
Luis
Stayed 3 nights in Oct 2023
Response from Gracias on Mar 17, 2024
Dear Mr. LuisFirst of all, we want to sincerely thank you for taking the time to share his experience at our hotel. We read with great regret that his stay was not satisfactory and we deeply apologize for the inconvenience caused.At Hilton, we are committed to providing excellent service to each of our guests. Therefore, we take your feedback very seriously and will use it as a valuable opportunity to continually improve.We hope to have the opportunity to welcome you again in the future and provide you with an experience that far exceeds your expectations.Sincerely,Hilton Guatemala City
¡Muchas gracias por su maravillosa reseña! Nos alegra enormemente saber que disfrutó de su estancia en nuestro hotel. Su satisfacción es nuestra mayor recompensa.Esperamos tener el placer de darle la bienvenida nuevamente en el futuro.Atentamente,Hilton Guatemala City.
Hotel is near to a very, very busy road, rooms are not soundproof...it is impossible to have a good night of sleep with all the noice of trucks and cars. There are not restaurants or shops in walking distance.
Flora
Stayed 1 night in Jul 2023
Response from Hilton Guatemala City on Jul 11, 2023
Dear Flora, We sincerely appreciate your feedback and we're very sorry you were unhappy. Our Executive Team is reviewing your comments to ensure they are used to improve our guest's experience based on what you have detailed about the noise. Should you require further assistance, please do not hesitate to contact us. Best regards, Laura RiveraFront Desk ManagerHilton Guatemala City
6/10 Okay
Alex
Jul 1, 2023
Alex
Stayed 5 nights in Jun 2023
Response from Hilton Guatemala City on Jul 21, 2023
We appreciate the time you have taken to give us your appreciation. We hope to see you soon.
10/10 Excellent
JOSE, MISSION
Jun 11, 2023
Liked: Cleanliness, staff & service
Pretty
JOSE
Stayed 1 night in Jun 2023
Response from Hilton Guatemala City on Jun 13, 2023
Thanks for the information, we look forward to seeing you soon
Love it! The room was awesome and the price was very reasonable! Considering in LA it would be double! Get the suite! There are only two but so worth it.. splurge your on vacation.
Mark
Stayed 2 nights in May 2023
Response from Hilton Guatemala City on May 23, 2023
Dear Mark, We appreciate the time you took to share your experience in our hotel. We are delighted to know you enjoyed our service and facilities. We are looking forward to having you in our hotel in a near future. Best regards,Laura RiveraFront Desk Manager
Nice hotel but located in an inconvenient area. There is nowhere to walk. The traffic to get from this hotel to any location is horrendous all day long
Morella
Stayed 2 nights in Apr 2023
Response from Hilton Guatemala City on Apr 18, 2023
Dear Morella, We appreciate the time you took to share your experience during your stay. We provide private taxi service from the hotel for your convenience. We are located near malls, restaurants and various places for recreation. We are looking forward to welcoming you again very soon!Best regards, Laura Rivera - Front Desk Manager
Response from Hilton Guatemala City on Mar 24, 2023
Dear Cesia, we appreciate the time you took to share your experience during your stay with us. We are delighted to know you enjoyed our service and facilities. We are looking forward to welcoming you again very soon!Laura RiveraFront Desk Manager
Response from Hilton Guatemala City on Mar 17, 2023
Dear Flora, We appreciate the time you took to share your experience during your stay with us. We are delighted to know you enjoyed our service and facilities. We are looking forward to welcoming you again very soon!Laura Rivera - Front Desk Manager
Very comfortable room, the bed and pillows were excellent. Staff is very helpful.
Flora
Stayed 1 night in Mar 2023
Response from Hilton Guatemala City on Mar 6, 2023
Estimada Flora, agradecemos el tiempo que se ha tomado en compartir la experiencia durante su estadía con nosotros. Nos complace saber que nuestras instalaciones y servicio fueron de su agrado. Esperamos tenerle pronto nuevamente con nosotros en un futuro no muy lejano. - Laura Rivera / Front Desk Manager
Response from Hilton Guatemala City on Mar 6, 2023
Estimado Walter, agradecemos el tiempo que se ha tomado en compartir la experiencia durante su estadía con nosotros. Nos complace saber que nuestras instalaciones y servicio fueron de su agrado. Esperamos tenerle pronto nuevamente con nosotros - Laura Rivera / Front Desk Manager
Mi primera ves en el hotel, muy bonita las habitaciones, las instalaciones, el servicio súper amable y los buffet de desayuno me encantaron, las habitaciones son grandes y le faltan algo de iluminación ya sea una lámpara en el centro del techo o ya sea una lámpara de pie, pero en general muy buena experiencia y definitivamente regresaría.
Brayan
Stayed 2 nights in Feb 2023
Response from Hilton Guatemala City on Feb 16, 2023
Estimado Sr. Lara, agradecemos el tiempo que se ha tomado en compartirnos la experiencia durante su estadía. Nos complace saber que nuestras instalaciones y servicio fueron de su agrado. Para nosotros, su opinión es muy importante, por lo que ya trasladamos sus comentarios al área correspondiente para solucionar este tema. ¡Esperamos tenerle pronto nuevamente en el hotel!Laura Rivera - Jefa de Recepción
Response from Hilton Guatemala City on Jan 16, 2023
Dear Brenda, we appreciate you preference and the time you took to share your experience with us. We are delighted you enjoyed your stay. We hope to see you very soon! Hilton Guatemala City
2/10 Terrible
Jenny
Traveled with family
Jan 2, 2023
Disliked: Staff & service
Stressful stay
A beautiful property but hotel was poorly staffed. This is not a 5 start property
-Did not honor reservation arrangements.
-Did not honor executive benefits. Got placed on standard room
-Got locked out of room multiple times due to door not working properly. (When traveling with kids this is horrible).
-Son was sick, staff did not answer the phone in the middle of night when he needed help.
-No room service. Order water for sick son. Had to go downstairs to get it ourselves
-No good comunication between front desk and restaurant.
-No hot water in the room
- No heating in the room
-Jacuzzi never worked.
Luxury is not a priority. But family safety is and due to staff not answering the phone when help was needed and during stressful times, that was very scary.
Jenny
Stayed 1 night in Dec 2022
Response from Hilton Guatemala City on Jan 13, 2023
Dear Jenny, we appreciate the time you took to share your experience with us. We are glad you enjoyed your stay and we want to assure you that we will take your suggestions into consideration. We hope to see you very soon!
The Hilton in Guatemala City was safe, clean and updated. The architecture and gardwn was beautiful. There is nothing really for tourists to do or see in this area. There was a small mall and a Walmart a few minutes down the road. Use Uber. They are cheaper and easier to get. Taxis are difficult to get at this hotel.
Lisa Ann
Response from Hilton Guatemala City on Dec 23, 2022
Dear Lisa Ann, We appreciate the time you took to share your experience during your stay in Hilton Guatemala City. We take into consideration the opinion and comments from our guests to provide an excellent experience for their visit. We hope to see you very soon!Laura RiveraJefa de Recepción
10/10 Excellent
sandra
Dec 2, 2022
sandra
Stayed 1 night in Dec 2022
Response from Hilton Guatemala City on Mar 6, 2023
Estimada Sandra, agradecemos el tiempo que se ha tomado en compartir la experiencia durante su estadía con nosotros. Nos complace saber que nuestras instalaciones y servicio fueron de su agrado. Esperamos tenerle pronto nuevamente con nosotros - Laura Rivera / Front Desk Manager
The property was beautiful and well maintained. The front desk staff were excellent and very friendly. They helped a lot with language as we didn't speak Spanish. I would have like a fridge in the room to keep the water cold. There was only one package of coffee each day and i wish there was more. The restaurant staff were very attentive and there was always someone who could speak English around to help us out. It was odd to me that we always had to ask for our check. I also wish there was a shop to purchase snacks and gifts.
All in all it was a very pleasant stay and we were pleased with all the staff and their willingness to help us.
Sheree
Response from Hilton Guatemala City on Nov 10, 2022
Dear Sheree, we appreciate the time you took to share your experience with us. We are glad you enjoyed your stay and we want to assure you that we will take your suggestions into consideration. We hope to see you very soon! - Hilton Guatemala City
6/10 Okay
Abigail
Oct 31, 2022
Abigail
Stayed 1 night in Oct 2022
Response from Hilton Guatemala City on Feb 16, 2023
Estimada Sra. Salgado, Agradecemos el tiempo que se ha tomado en compartir la experiencia durante su estadía con nosotros. Nos complace saber que nuestras instalaciones y servicio fueron de su agrado. Su opinión es muy importante para nosotros y nos gustaría saber de qué manera podemos mejorar para hacer de su próxima visita una estadía excepcional. Esperamos tenerle pronto nuevamente con nosotros en un futuro no muy lejano. Saludos cordiales, Laura RiveraFront Desk Manager
Hotel was exceptionally clean and everyone super friendly and attentive. Loved the location and design of the hotel!! I will be staying here again on my next trip.
Freddy
Stayed 2 nights in Oct 2022
Response from Hilton Guatemala City on Oct 27, 2022
Dear Freddy, we appreciate you preference and the time you took to share your experience with us. We are delighted you enjoyed your stay. We hope to see you very soon! Hilton Guatemala City
Great place to stay, and the staff in the Hotel are amazing. On the other hand, the people over the phone are completely different, they need to rise the level of customer service. Other than the people on the phone the place is an amazing place to stay
Erwin
Stayed 5 nights in Sep 2022
Response from Hilton Guatemala City on Oct 6, 2022
Dear Erwin, we appreciate you preference and the time you took to share your experience. We are glad you enjoyed your stay with us. We hope to see you very soon! Hilton Guatemala City
6/10 Okay
Norma P
Traveled with partner
Sep 15, 2022
Liked: Cleanliness
Disliked: Amenities
The outside of the hotel is very nice and has a lot nature to it. The rooms are nice and big but lack sitting. The front desk needs improvement (staff) and Restaurant need improvement in their food. Overall this is a 3 start hotel, and I would stay here again, at a lower price. We checked out two days earlier and mused yo a 4 star
Norma P
Stayed 7 nights in Sep 2022
Response from Hilton Guatemala City on Sep 16, 2022
Estimada Sra. Norma, agradecemos el tiempo que ha tomado para brindarnos sus comentarios, para nosotros es muy importante. Hemos trasladado sus comentarios a los departamentos correspondientes y esperamos atenderle muy pronto nuevamente! Hilton Guatemala City
Response from Hilton Guatemala City on Feb 16, 2023
Estimado Nathan, Agradecemos el tiempo que se ha tomado en compartir la experiencia durante su estadía con nosotros. Nos complace saber que nuestras instalaciones y servicio fueron de su agrado. Su opinión es muy importante para nosotros y nos gustaría saber de qué manera podemos mejorar para hacer de su próxima visita una estadía excepcional. Esperamos tenerle pronto nuevamente con nosotros en un futuro no muy lejano. Saludos cordiales, Laura RiveraFront Desk Manager
8/10 Good
Richard
Jul 15, 2022
Liked: Cleanliness
it's ok but it use to be way better.
There are no refrigerators in the room as when it was the Vista Real. Now that it is Hilton they have taken out the amenities we loved like free water in the room. It is a nice place but for the difficulties with the traffic and its distance to everything, it is no longer a priority on as a place to stay for myself or my family.
Richard
Stayed 2 nights in Jul 2022
Response from Hilton Guatemala City on Jul 18, 2022
Thank you Mr. Richard for your observations, it is important for us, we have transferred them to the corresponding department. We hope to see you soon.
Excelente todo, el servicio, la gente la comida el trato pero sobretodo el amor a Dios
El unico detallito es que El Hotel deberia tener acceso en ambas direcciones el tráfico es pesado en las horas pico
Henry
Stayed 5 nights in Jun 2022
Response from Hilton Guatemala City on Jun 15, 2022
Gracias Henry por tu recomendación, para nosotros es importante que tu estancia fuese placentera.-
Estamos a las ordenes, esperamos verle pronto!.
10/10 Excellent
James
May 19, 2022
James
Stayed 3 nights in May 2022
Response from Hilton Guatemala City on May 23, 2022
Gracias James por tu recomendacion.
Te esperamos pronto!.
Response from Hilton Guatemala City on Feb 16, 2023
Estimado Sr. Estrada, Agradecemos el tiempo que se ha tomado en compartir la experiencia durante su estadía con nosotros. Nos complace saber que nuestras instalaciones y servicio fueron de su agrado. Su opinión es muy importante para nosotros y nos gustaría saber de qué manera podemos mejorar para hacer de su próxima visita una estadía excepcional. Esperamos tenerle pronto nuevamente con nosotros en un futuro no muy lejano. Saludos cordiales, Laura RiveraFront Desk Manager
Beautiful gardens, customer service is superb, convenient business hours of the restaurant.
DORA
Stayed 5 nights in May 2022
Response from Hilton Guatemala City on May 17, 2022
Thank you for your recommendation Dora, for us it is important that your stay has been pleasant, our property is designed to provide open spaces for relaxation, we hope to serve you soon
So thankful for the Hilton for allowing a late check in after my flight kept getting delayed. I called them to alert them of the situation and they made sure that someone was at the front desk when I showed up well after midnight. The rooms were immaculate and breakfast was delicious and plentiful. The property is absolutely gorgeous. Wish I could have stayed more than one night!
Aishwarya
Stayed 1 night in Apr 2022
Response from Giancarlo Buezo / Front Desk Manager on May 6, 2022
Thank you for taking a moment to share your experience. I am pleased to hear you found our stay confortbale to your liking and we were able to help you with oyur checj in, and you have enjoyed our rooms and brekafast aswell.. We look forward to welcoming you back to our hotel in the not too distant future.
Response from Giancarlo Buezo / Front Desk Manager on May 2, 2022
Dear Soleil:
Thank you for taking a moment to share your experience. I am pleased to hear you found the your stay to your liking. We look forward to welcoming you back to our hotel in the not too distant future.
Almost everything was perfect; however, reception was extremely slow. Personnel at the desk was not well trained.
Alejandro
Stayed 6 nights in Apr 2022
Response from Giancarlo Buezo /Front Desk Manager on Apr 25, 2022
Dear Mr. Asfura:
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and we're very sorry you for our front desk service. Our Executive Team is reviewing your comments to ensure they are used to improve our guest's experience. We hope you will consider staying with us in the future.