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“Ripped Off” 1 of 5 stars
Review of Hotel Casa Amelia

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Hotel Casa Amelia
Calle La Union | Ciudad Flores Peten Guatemala/ CA, Flores 001, Guatemala   |  
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Hotel amenities
Ranked #2 of 16 Hotels in Flores
Winnipeg, Canada
Senior Contributor
40 reviews 40 reviews
10 hotel reviews
Reviews in 17 cities Reviews in 17 cities
21 helpful votes 21 helpful votes
“Ripped Off”
1 of 5 stars Reviewed April 21, 2014

We made these arrangements through a travel company (Marvelous Travel), and arrived at this hotel after a day of 10+ hours of travel. Although this wasn't the hotel name we had on our papers, we still went into the lobby and asked if they had a reservation for us. Now, hotels change owners, names change, etc. Turns out that they lied when they said they had a reservation, and we didn't find out until the next day that we were supposed to be at a different property, a few doors down. We obviously made a mistake, but not being fluent in Spanish, and pointing to our papers and asking if this is where we were and being reassured a number of times, we shrugged our shoulders and assumed it was a type-o on our papers.

Don't trust the front desk staff. Lesson learned. They wanted to charge us the full price for the bed (the room was reserved for another travel company, and their guests didn't turn up), which was already paid for, breakfast we didn't eat, and we felt totally used by the young man working the front desk the night that we had arrived. After 3+ hours of negotiations we ended up leaving after paying $35 US. The hassle was awful, and the guy at the front desk didn't bother trying to use any form of customer service at all.

This being said, the night guy at the front desk (overnight) was fabulous, very accommodating and helpful. The rest of the staff and the owner we talked to on the phone over this whole situation were less than helpful, and didn't even attempt to be kind or try to help us out. We understood it was partially our mistake, and ended up more frustrated than necessary by the way the hotel handled (or didn't handle) our situation.

If you have an option to stay elsewhere, I would. There are plenty of other hotels with what I can only assume would be better service. Our next hotel (Casona de la Isla) was far nicer, with far superior customer service and although the rooms were smaller, they were much nicer.

  • Stayed April 2014, traveled with friends
    • 1 of 5 stars Value
    • 3 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
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Casa Amelia H, Propietario at Hotel Casa Amelia, responded to this review, April 23, 2014
Dear : Guest

Thank you for taking your valuable time to write your comments ,
We ask apologies for the confusion about what happened, only wish we clarify this: From the moment you arrived you only asked for a reservation, days before we had contact with the travel agency , believing them to be ahead on the date of the reservation, as we did not have the names of our clients , for not cause problems on their trip try to help them. We understand that it was a minimum fault of us , but they itinerary with them taking the name of the hotel in your hands is difficult to have wrong .
Then contacted the travel agency , and they were going to pay the lodgement service when the receptionist wanted to charge , they disagreed and wanted to charge to the front desk employee , isn´t right. Just wanted all free. Although it is contradictory to say for 3 hours to negotiate the price . We accepted the mistake, we given a special best price, although the Easter season , the price of our rooms was higher. It´s not right does not take account our collaboration. We made possible.

We truly sorry, for the missunderstanding. We promise that our future guests will not happen again , along with our staff strive to work to a better service, because our priority is your safety and comfort on your trip what your stay a pleasant memory , pleasant and unforgettable in Hotel Casa Amelia .
Regards
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178 reviews from our community

Traveler rating
    60
    84
    25
    5
    4
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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
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (38)
Date | Rating
  • English first
  • French first
  • German first
  • Hebrew first
  • Italian first
  • Japanese first
  • Portuguese first
  • Spanish first
  • Any
English first
Singapore, Singapore
Top Contributor
61 reviews 61 reviews
33 hotel reviews
Reviews in 38 cities Reviews in 38 cities
107 helpful votes 107 helpful votes
4 of 5 stars Reviewed April 16, 2014

The room #204 was big with 2 comfortable double beds and high windows. Furniture and lighting is basic and there is only one chair for sitting.. We were lucky to get a room with a lake view and watched the sunset in bed every day. Toilet had good hot and cold water. Staff were friendly and helpful with varying levels of english but tried their best. If you were doing a sunrise tour to Tikal, they served coffee and cereal at 3 am. Breakfast is included in the room rate and every day it was different. One day we had only 2 slices of toast and few cubes of fruit and another day we could choose between eggs and pancakes. Not sure why.

The rooftop was very nice to sit at and watch the lake. The location is great, right on the waterfront and there are many good restaurants around. Wifi worked well but was slow. The A/C was built in low so the cold air sinks to the floor and only a part of the room next to the door gets cooled while the part with the bed takes very long to become cool. Windows didn't close properly and leaked water when it rained and formed a big puddle on the ground.

There was no safe but the place seemed big on safety and gates are always locked and they have cameras in the common areas.

Room Tip: #204 was big and spacious and had a great view of the lake. We booked through booking.com and had ch...
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  • Stayed April 2014, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Casa Amelia H, Propietario at Hotel Casa Amelia, responded to this review, April 19, 2014
Dear Guest:

We are happy to read your good comment, Thanks for sharing your experience as this motivates us together with our staff to work every day even better because our priority is your safety and comfort on your trip, for your stay be pleasant and unforgettable memories of Hotel Casa Amelia. We are proud of your good comment, we thank you for telling some weaknesses of our services, we consider your valuable feedback to improve our service for your next visit.
Again we thank you for visiting us, we hope to serve you better in a next opportunity.

Cordially:
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mountain View, Arkansas
Top Contributor
795 reviews 795 reviews
105 hotel reviews
Reviews in 207 cities Reviews in 207 cities
383 helpful votes 383 helpful votes
2 of 5 stars Reviewed March 3, 2014

We had a reservation for two rooms at Hotel Amelia for one night on February 13 and they did not honor our reservation. We found out the day before our stay and were able to book another hotel in Flores. But it could have put us in a serious bind. Nevertheless, it was very aggravating. And we told them we would roast them on Trip Advisor if they cancelled on us, but other travelers need to know that this could be a problem.

If your reservation is honored, it is a great place to stay. I stayed at Hotel Amelia twice last year. Once on a mission trip to the Peten last February and again with my wife on our 40th wedding anniversary trip in September to visit Tikal and Yaxha. We had a large room with a great view of the lake. It had a good sized bathroom and the shower had consistent hot water. Frederico was great to work with on these trips. He could speak English and was helpful in responding to our emails. Even with the hassle of this recent cancellation, I will probably try to book them as a first choice on my trip to Flores next year and take my chances that they will honor my reservation.

  • Stayed February 2014, traveled with friends
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Casa Amelia H, Propietario at Hotel Casa Amelia, responded to this review, March 5, 2014
Dear Sr:

Thank you for your message.
We express thanks you for your valuable time, I apologize for what happened, really apologize, the problem was that you didn´t make a payment in advance to hold your reservation, because we had a lot of demand and we try to contact you by email but it was too late your reply. Because previous days, we had bad experiences with reservations without Payment, just we hold the room but they didn´t show. Then it is the reason that we take a quick decision. Our idea wasn´t cause no problem because we decided to find another hotel where we believe is the same category and price but was denied.
We recommend a guest in the future to maintain a security and accept our policies reservations in order to avoid failure in the services that we provide. So, we ask again apologize for this inconvenience, we hope to serve you at the next time....

Best Regards
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Contributor
12 reviews 12 reviews
11 hotel reviews
Reviews in 11 cities Reviews in 11 cities
9 helpful votes 9 helpful votes
4 of 5 stars Reviewed February 27, 2014

Very spartan but very clean. Right on the waterfront. Staff is very efficient and friendly. Good place if you are just staying overnight in transit for Tikal. I wish they could provide a cup (even a plastic one) for tooth brushing (kind of hard to fathom why some hotels are not providing that since it is the kind of convenience that would cost pennies).

Stayed February 2014, traveled solo
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Casa Amelia H, Propietario at Hotel Casa Amelia, responded to this review, March 5, 2014
Dear guest.

We appreciate your time to write and share their good experience with us because your comment is very valuable, we consider its proposal to improve our service, thank you for choosing to Hotel Casa Amelia you know this is your home and welcome at the next visit to Flores.

Kind Regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Arlington, Virginia
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
3 of 5 stars Reviewed February 27, 2014

For $35 per night, including breakfast and taxes, this hotel is a good deal. Be careful of the rooms, though. Some are large and on the lake (these, I believe are for two people and cost $50). Others, like mine (#302) is a hot box on the roof. Plus, the floors are like European floors (the only time I saw this in Guatemala) and my third floor room was on what Americans consider the fourth floor. Multiple trips up and down the marble, too high stairs steps, can be wearing. The bathroom is tiny. The distance between the toilet and the wall is shorter than an airplane lavatory. Federico is great. He speaks English and was very helpful before my trip and during my stay . . . though the promised taxi didn't pick me up form the airport. I was only there overnight, to visit Tikal and Yaxha. Had I stayed longer, I would have preferred a better room -- or hotel.

Room Tip: Ask for a lake view.
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  • Stayed February 2014, traveled solo
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Casa Amelia H, Propietario at Hotel Casa Amelia, responded to this review, March 5, 2014
Dear Guest:

We are happy to read your comment, Thanks for sharing your experience because this motivates us together with our staff to work every day even better because our priority is your safety and comfort on your trip what your stay a pleasant and unforgettable memories Hotel Casa Amelia. In fact already we made decision to improve the rooms are on the terrace because it is warm we already installed sophisticated air to maintain a comfortable temperature. Thanks for your suggestion.

We are proud of your good comment, again we thank you for visiting us, hope to serve you better in the next trip.

Best Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne, Australia
Top Contributor
134 reviews 134 reviews
103 hotel reviews
Reviews in 107 cities Reviews in 107 cities
101 helpful votes 101 helpful votes
3 of 5 stars Reviewed February 23, 2014

Excellent location on the waterfront and close to everything. Rooms were sufficiently spacious but spartan, with surface space but no hanging space. Windows sealed well, keeping street noise out. Double bed only, not queen. Good hot water in the showers. Breakfast was included in our room rate, and it was really the most meagre breakfast we've ever encountered - 2 pieces of toast, 4 small cubes of fruit, butter, jam and coffee. Staff varied in both helpfulness and knowledge of English. Reasonable value.

Room Tip: Ask for a room with a lake view.
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  • Stayed February 2014, 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
    • 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.
Edmonton, Canada
Contributor
12 reviews 12 reviews
12 hotel reviews
Reviews in 11 cities Reviews in 11 cities
15 helpful votes 15 helpful votes
4 of 5 stars Reviewed February 20, 2014

The staff (Federico?) tried to switch our room in the beginning, we had to show him the reservation that we had printed out before hand to get the lake view room (#104) After that little bump thing went well.
The early breakfast (included) was good enough to start the day.
Room 104 : clean, comfort but the pillows are sooooo big! Can watch the world go by from the window. Room #104, 105, 204, 205 for lakeview. rooftop patio rooms but that patio is for everyone in the hotel.
Location: the best. Restaurants, hotels, little grocery stores everywhere.
Price: reasonable

Room Tip: Room 104 : clean, comfort but the pillows are sooooo big! Can watch the world go by from the windo...
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  • Stayed February 2014, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hotel Casa Amelia

Address: Calle La Union | Ciudad Flores Peten Guatemala/ CA, Flores 001, Guatemala
Phone Number:
Location: Guatemala > Peten Department > Flores
Amenities:
Beach Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Airport Transportation
Hotel Style:
Ranked #2 of 16 Hotels in Flores
Price Range (Based on Average Rates): $
Number of rooms: 12
Reservation Options:
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Also Known As:
Casa Amelia Hotel

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