nickt4
Google
During a recent visit to Quito with two of my business associates, (May 5, 2025), we were assigned rooms 701, 702, and 703. I got room 702. When I entered the room, I was surprised by how small and austere the room was, it even lacked a real closet to hang your clothes. The walls in the tiny bathroom were the worst I have ever seen in my 40 years of traveling, the tiny shower doors do not close completely, it was a struggle to not wet the floor while showering. Worse than a low cost hostel or dorm room shower. I figured they were renovating the hotel rooms and mine was still a work in progress. In the morning, I had a chance to go inside my business partners rooms (701 and 703) and those rooms were actually much nicer. Not sure what happened for someone in hotel management to think that you can charge the same amount for a substandard room (702) that has nothing to do with the other rooms. When I asked for the manager I was advised that a young lady at the reception desk was the person in charge with who I should speak. After sharing my experience with her, her response was “why didn’t you tell us last night and maybe we could change your room?” It was late and I was exhausted, but I did tell her the room was not the product they advertised and was substandard when comparing the other rooms at the same price. So no apologies, no offer to make it right, just a look from the hospitality professional that left me with an empty, disappointed feeling from the experience. I know location is their value proposition, but the room was not the quality of product for the price I was charged, and the opportunity that they had to make it right was wasted in a pathetic response.