“Don't stay there! Theft. Unprofessional. Poorly managed.”
We had reservations for 1 night & arrived from elsewhere in Guatemala before check-in time. We had already made arrangements with the hotel to store our luggage while we went sightseeing until check-in time. We have done this numerous times in Mexico. It's not an unusual proceedure. On initial arrival we were ready to go to a museum & our luggage was sitting out in the lobby area. We hesitated & asked where it would be kept, not wanting to leave while it was out in a public area. The bellman was approaching as the desk clerk indicated that he (bellman) would take care of it & added with a cheerful smile, "Don't worry." We left & a few hours later returned to officially check into our room. There was a different bellman. A desk clerk indicated to him that we would be needing to be shown to our room. There was a few minutes delay as we completed the check-in process. But the bellman had quickly turned & gone out the front door. When he didn't return, the clerk had to call for him & wasn't happy to have to. Bellman returned & was instructed to take us & our bags to our room. The bags were sitting just outside the bag room waiting. Although he said OK, he turned & rushed out of the lobby & into a patio. I followed quickly but the patio was empty. After waiting a while I went back to the desk to say that he had dissapeared. The clerk was clearly discusted & had to leave the front desk & walk all the way to the patio asking where was the bellman. He suddenly appeared & I tried to refuse his help. He refused repeatedly to let me pull my own suitcase. No matter 'cause he certainly wasn't going to get tipped. The room was OK, but the bathroom had a sewer & musty odor. Well, that was OK for 1 night. Now we started to unpack. An iPad had been stowed in a large backpack but it was not there. If we had left it at our friend's house where we had been staying, she would have contacted us. Her friend drove us to G. City & no one was at the back of the van long enough to take anything or walk away with an iPad undisclosed. Because we had a bag stolen from the back of a van many years ago in Mexico, I kept my eye on all activity as we dropped off other passengers. The iPad was stolen at the hotel probably by an employee. Since the bellman acted so strangely, we think it may have been him, but no matter, the iPad was gone. All that was bad enough, but then the onduty manager lied to us saying they looked at the security camera & no one had taken the iPad. Later another employee said they would run the camera photos during the night to see what they might find. Later they turned around & said they had just looked at the security photos & no one was seen. We asked where the camera was. Answer: in the office. Q: then how could it see into the luggage closet? A: (unintelligible & then repeat that the camera didn't show anyone in the photos.) We asked to see the camera in the closet, but only received mumbles about how the camera saw nothing. Actually, the hotel contacted us more times, but this review is too long already. They insisted that we lost the iPad somewhere else, not at their hotel. Even before discovering the theft, we weren't particularly impressed with this hotel. Later in the dinning room (I wouldn't leave our belongings long enough to go out to eat & could see our room from our table) the service was strange - as if it was their first restaurant job & they weren't sure of the protocol. I suspect there's a management problem at this hotel, possibly not hiring the caliber of employes that would be expected there. It used to get good reviews.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.