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“Great hotel, but EXTREMELY BAD service” 1 of 5 stars
Review of Holiday Inn Guatemala

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Holiday Inn Guatemala
4.0 of 5 Hotel   |   1a. Avenida 13 - 22 | Zona 10, Guatemala City 01010, Guatemala   |  
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Ranked #16 of 47 Hotels in Guatemala City
San Salvador
2 reviews
Reviews in 2 cities Reviews in 2 cities
7 helpful votes 7 helpful votes
“Great hotel, but EXTREMELY BAD service”
1 of 5 stars Reviewed December 4, 2012

VERY NEGATIVE RATING OF THIS PLACE, SPECIALLY THE NIGHT TIME MANAGER.
Me and my wife live in Central America and have used this hotel lots of times over the last 15 years. Very clean, wonderful bed and good value for the money, but HORRIBLE service, at least on this visit.
Here is what happened: me and my wife came back from eating dinner at 9:30pm and before getting ready for bed, we decided to drink some decaf coffee, but the coffee machine took 30 minutes to make half a inch of coffee and the color didn't look right. I called the front desk and asked to bring another coffee machine. They sent someone from the maintenance to try fix it for 10 minutes, and he said it was fixed, but the coffee machine did the same thing. This review is not because I got a bad coffee machine, that can happen in any hotel, as I travel extensively with my job and not everything can be perfect all the time, but is about having to call twice for that, after they finally agree to bring another coffee maker. At this point, already passed 1 hour and half minutes since trying to make coffee, and is 11:50pm and me and my wife have a plane to catch at the morning. This should not have taken 2 hours. Now is where it gets worse: I finally had the coffee maker after one hour and half and five phone calls and on the 6th call I asked them to please send another bag of decaf coffee, because the broken machine had used the only bag that was here, and we don't like to drink caffeinated coffee this late at night. During the 6th call, I was told that they couldn't bring me any decaf coffee. They provide decaf and normal coffee in all the rooms in little bags for free, so I know they wouldn't run out, so I knew he was telling me a lie. Then, I asked to speak to the night time manager directly, because at this point had already been 1 hour and 45 minutes and still no coffee and nobody seems to want to help me. They put me on hold for a few minutes, and then told me the night time manager was too busy to talk to me. I said fine, I'm coming down to talk to him, it was almost midnight by this time and was something I didn't really want to do, but I wanted to tell the manager how bad of service I had with trying to get a couple of coffee for almost two hours. I found the security guy on my way down at the front desk and asked him for the night time manager's name, and he wrote down for me. His name is Armando Urizer. I went to the front desk and asked for the manager by name and told to the receptionist what I wanted to talk to Armando about. After waiting for 10 minutes, this is late at night and the hotel wasn't busy at all, I got tired of waiting and left, and came back to the room to write this post. Again, the manager's name is Armanado Urizer.
FYI: One hour and a half into this drama, I mentioned to the receptionist to just please send me two cups of coffee decaf from room service without cost if they didn't really want to deal with it, is not what I really wanted because I wanted coffee in the morning, but I give them that option and they decline. I thought this was a high class Holiday Inn hotel with international high standards, I had a better service in much cheaper hotel. Imagine that, the manager didn't want to talk to a guest that had a problem.

Howard Fluker

  • Stayed December 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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168 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (30)
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Frisco, texas
Top Contributor
108 reviews 108 reviews
47 hotel reviews
Reviews in 53 cities Reviews in 53 cities
72 helpful votes 72 helpful votes
3 of 5 stars Reviewed November 23, 2012

Stayed here at start of a Guatemala visit. The hotel has a free shuttle from airport (saved me $10 taxi ride; not stated on the IHG website); this Zone is close to the airport, and in a nice and safe area of the city. Rooms are OK, and acceptable as they are older and do show their age. Its not terrible, but could do with refurbishing. Asked for an upgrade (Platinum member) but they declined as they were full. Nice and friendly/helpful staff. There is a nice breakfast place nearby, called San Martin, which had a great breakfast, and was full with well off locals. Recommended if you get the rooms at a good price.

  • Stayed November 2012, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
oordonez, Director de Relaciones Públicas at Holiday Inn Guatemala, responded to this review, November 26, 2012
Dear Sirs:

Thank you for staying at the Holiday Inn Guatemala, it was great to host you during your visit in Guatemala. We are glad that you enjoy your stay with us, it is a pleasure to serve you and make you feel comfortable.

Thank you for taking the time to place your comment here, they help us to improve our property and service. We appreciate all comments from our guests.

We hope that you come back soon and stay with us.

Regads,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
San Salvador, San Salvador, El Salvador
Senior Contributor
24 reviews 24 reviews
7 hotel reviews
Reviews in 12 cities Reviews in 12 cities
10 helpful votes 10 helpful votes
2 of 5 stars Reviewed November 19, 2012

From the Lobby you can't tell that much but once you get to the elevators you can tell this is a very old hotel and in poor condition. The elevators are probably from the 70s because it takes about two minutes (non stop) or more to get to the 14 th floor. The rooms look old. The art work, decor, electrical system (outlets) are in terrible shape and outdated. At $140 per diem it's a terrible value offering.

  • Stayed November 2012
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
oordonez, Public Relations Manager at Holiday Inn Guatemala, responded to this review, December 3, 2012
Google Translation
Estimado Huésped:
Gracias por haber escogido nuestra propiedad para durante su estadía en Guatemala.
Agradecemos su comentario, lo cual nos impulsa a mejorar, queremos comentarle que estamos realizando mejoras en nuestra propiedad con la finalidad de servirle mejor a nuestros clientes. Sus comentarios nos ayudan a mejorar.
Lo invitamos a visitarnos de nuevo!
Saludos cordiales,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Wrightstown, New Jersey
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
2 of 5 stars Reviewed November 3, 2012

We used our Priority Club Platinum rewards to book our room. Upon realizing the next day that we had not received our complementary drink cards and had not been offered an executive room, I brought it up to the attention of the front desk staff. The response (with a rolling of the eyes) was that it was because "I had used a free night and had not paid for it". Little do they know that I purchased and paid for every point that I have through my resort. A well dressed man in a suit came by and they turned their attention to him, and left me there. I then realized that the services were rendered it the manner they were because they were under the assumption that I had not payed but was getting a free ride. I think this is very bad business. I will be traveling extensively due to business in 2013, and will not stay at this facility. On the upside the hotel did appear clean and the cleaning staff were very friendly. I had a problem with my coffee pot because it was too dirty and had coffee grounds inside and it could not be unplugged to clean it because its directly wired in. There is a McCafe a few blocks from there and a variety of restaurants. Very busy one way streets all around, but it did feel secure.
I'm sure I only had contact with a few of their front desk staff and the Morning shift manager, but unfortunately they did represent the Hotel during my stay. I stayed at the Crowne Plaza for half the points, and had was treated with so much kindness and respect, and was thanked for being a member. Not the worst hotel, but the worst customer service treatment I've had.

Room Tip: If you are a coffee drinker and plan on making coffee in the room, check the inside of your coffee p...
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  • Stayed July 2012, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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Atlanta, Georgia
Senior Contributor
22 reviews 22 reviews
12 hotel reviews
Reviews in 13 cities Reviews in 13 cities
12 helpful votes 12 helpful votes
5 of 5 stars Reviewed November 2, 2012

I stayed three nights in Guatemala City in this hotel. I´ve had a big nice room, very clean. The staff was very friendly and helpful when I asked for a cab to the airport at 3am.
The breakfast is fine, average. Is not included, it cost $10 USD. The coffee is wonderful, best coffee ever! In the rooms there is a small coffe maker with Guatemalan coffee if you still need some more.
The hotel is located walking distance from the Westin Hotel and is surrounded by very nice restaurants and shops.

  • Stayed October 2012, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Fort Lauderdale, Florida
Senior Contributor
43 reviews 43 reviews
21 hotel reviews
Reviews in 11 cities Reviews in 11 cities
18 helpful votes 18 helpful votes
4 of 5 stars Reviewed October 23, 2012

I am a frequent business traveler. This is a good hotel, basically all is good. I recommend. You can safely walk outside on the sidewalk, get fresh air, look and walk for a place to eat, security visible, nice and safe. All other major hotels in the area are close, and it is also near the airport.

  • Stayed May 2012, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Netherlands
Senior Contributor
45 reviews 45 reviews
45 hotel reviews
Reviews in 42 cities Reviews in 42 cities
46 helpful votes 46 helpful votes
3 of 5 stars Reviewed October 20, 2012 via mobile

At first sight the rooms look very clean. However, do not try the plugs behind the bed: lots of dust! Coffee machine in the bathroom: cables taped together ...

Average hotel rooms. Good location. Reasonable breakfast. Nice small pool and gym.

  • Stayed October 2012
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Holiday Inn Guatemala

Address: 1a. Avenida 13 - 22 | Zona 10, Guatemala City 01010, Guatemala
Phone Number:
Location: Guatemala > Guatemala Department > Guatemala City
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#6 Luxury Hotel in Guatemala City
Price Range (Based on Average Rates): $
Hotel Class:4 star — Holiday Inn Guatemala 4*
Number of rooms: 210
Official Description (provided by the hotel):
Conveniently located in the heart of 'The Life Zone' next to business, financial and entertainment centers. Only 5 minutes from La Aurora International Airport. The Holiday Inn Guatemala offers 194 rooms and 10 Jr. Suites with kitchenette, all of them decorated to provide comfort and a peaceful stay to our guests. With a choice of mountain or city view, wall to wall carpeting, cable TV, safety deposit box inside the room, two telephone extensions, wireless internet, central air conditioning, radio and alarm clock, coffee maker, iron and ironing board and electronic keys. For your convenience,Holiday Inn Guatemala provides business center facilities. Seven meeting rooms and audiovisual equipment for conferences and events from 10 to 300 people. ... more   less 
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Also Known As:
Holiday Inn Guatemala Hotel Guatemala City
Holiday Inn Guatemala City
Guatemala City Holiday Inn
Holiday Inn Guatemala Guatemala City

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