Hotels near Santiago de los Caballeros, Antigua Guatemala

We tried to stayed with this hostel having booked a private room 3 days before we were supposed to stay with them. They checked our card having taking a deposit before refunding it the same day and then send an email confirming our reservation. The day of check-in we were on an 8 hour transfer shuttle from our previous destination where at 6:30pm they charged our card again for the full price of the room. This was a travel card that we DON'T keep money for security reasons and only top up when we need it. No where on their website or reservation does it say they are going to charge the card, let alone before contacting us. After attempting to charge the card and it declining they contacted me saying ”Your card was rejected by our system, so it's invalid reservation”. I replied to them saying we were 30 minutes away from them and we can pay upon our arrival. Their response 20 minutes later was ”Sorry your reservation was cancelled since your card was rejected by our system, and someone else booked” HOW UNHELPFUL. Having been sat on a bus for 8 hours, 30 minutes from checkin they had cancelled our reservation despite us telling them we were on the way and had given it away to someone else. When we went to speak to them about it, they were unapologetic and unsympathetic to us not having a place to stay on Saturday night not looking to resolve our issue due to their actions. Imagine in different circumstances we may have been arriving late via plane and not been able to get in contact with them at all and they'd cancelled our reservation and left us stranded late at night in a foreign city. I would not book with them as at that point what's the point of making a reservation if they don't adhere to it!

I was very disappointed with one of the bay staff. I was a paying guest at the hotel and wanted to watch a Euros football game in the restaurant area and have a few drinks - the dining area was very quiet with only three other people who were having a drink and watching the game. I sat down and was told I couldn’t watch the game if I was only going to drink and not order food. I had to take my child and sit in the bar area and I couldn’t see the screen. What upset me was the three other guests didn’t order food and were allowed to sit at a table and two additional visitors who were not paying guests walked in and were allowed to watch the game and not order food. The dining area was empty throughout the game with many empty tables. All of these people sitting at tables (not ordering food) were male and I felt discriminated against and bullied because I was female with a child. The cleaners and hotel staff were nice but the one bar staff member (the one who spoke good English) ruined my experience at this hotel.

I was thoroughly impressed with my recent experience !!!The staff were exceptional - friendly, helpful, and went above and beyond to ensure my needs were met. Their customer service skills are top-notch! To top it off, the prices were very reasonable and affordable. I felt like I got great value for my money.

The long line for breakfast

This was my last minute hotel because of an issue with another hotel and after which I had no hotel for my brother and I. This hotel was super helpful and accommodating. They got me 2 rooms (king size beds) urgently with no hassle in prices or transactions. Even gave me a free drink while I waited to check in. Great service and staff. Very clean and comfortable rooms. The staff are really friendly. Safe and clean environment. Breakfast is included with the rooms and the breakfast is absolutely delicious and amazing. The hotel rooftop is beautiful with mountain and volcano views. We also had lunch on the rooftop and their food is amazing. Very close to artisan market, the arch, banks for exchanges - all walkable distances. The only problem I had was clogs in the bathroom sink and shower but hotel staff cleaned it for me. And upon request they even gave me a small stand fan for my room for hot days. Night temperatures were fine and room was quite cool with no fan necessary. The bed is super comfortable! I highly recommend this hotel.