Horrible Customer Service/Unattended for Party
Posted Oct 25, 2016 on Hotels
During the second night stay, I arrived back to the hotel after hiking only to see that it had been left virtually unattended minus a few service staff. The wifi had been turned off, and as a result, I kindly approached the only staff at the hotel to access the wifi only to be treated like absolute garbage. They had no interest in helping me connect to the internet, tried to rush dinner so they could leave and overall had a very poor attitude. I asked about when the managing staff would return, and they said that they were at a party all night and left little detail. It was absolutely horrifying that they left the hotel unattended in the middle of a rural area of Guatemala. The service staff indicated that they were soon leaving, so I decided to depart the hotel that evening to stay at another one. The next day, I asked for a refund for the night that I did not stay, and I was refused such a refund. They did not seem to care or acknowledge their responsibility in running a business. I will petition that Hotels.com remove them from their site, because it is clear that this hotel does not have any interest in providing a service to its guests. This hotel is run by a bunch of party kids that do not care about service. I urge you not to stay here for any reason. There are plenty of other options! Finally, to make matters worse, they actually charged me double for food, which they did reimburse finally but just adds more evidence that this hotel is not what it seems.