Yizela G.
Google
We had a very disappointing experience at this hotel in Quito, especially considering it is not the most inexpensive hotel and markets itself as offering quality service.
First, we accidentally left an expensive hat in our room. We called the same day we checked out to report the missing item, and the staff told us it had been found and would be kept safely until a family member could pick it up. They asked us to send an email to confirm the details, which we did immediately. However, we never received any confirmation from the hotel.
When our family member later went to pick up the item, the hotel claimed that they never received our email and then refused to release the item because it was Sunday, stating that they do not hand over lost items on Sundays. This policy was never communicated to us, and the lack of follow-up or accountability from the hotel was extremely frustrating and unprofessional.
Second, the airport shuttle situation was unacceptable. The hotel advertises free airport shuttle service, and we were told that the shuttle runs every 30 minutes. We came down at 4:20 a.m. (while traveling with an infant), only to be told that we could not use the shuttle because it was reserved for flight crew and other passengers. After we complained, they arranged a car with a hotel staff member to take us to the airport and then charged us for the ride. This is not what “free airport shuttle” means, and it felt misleading.
Traveling with a baby requires planning and reliability, and this hotel failed on both. Between the poor handling of our lost item, lack of communication, and misleading shuttle service, we were left extremely disappointed.
For a hotel at this price point, the service should be far better. Unfortunately, based on our experience, I cannot recommend this hotel to anyone, especially families or travelers who expect clear communication and basic professionalism.
