What a surprise found a awesome Hotel . We found this place but it was better than expected. Specialy ERICA , staff at the recepcion that did and ordinary job in a extraordinary way. She help us on every aspect during our stay and provide a warm feeling of belonging on that place . We hope to found more people like her every were , it could be nice. Hotel was clean and confy everywere. we will repeat 100%.
Very bad service. Language barrier wasn't an issue as my partner speaks good Spanish. -no one greets you or helps with your bags despite the hotel being huge with many steps - the drinking water in your room is not free, they don't make this obvious. It is included as standard in every other hotel in Guatemala. - very large hotel, they don't tell you where your room is, nor do they tell you where anything is - was told we didn't need to book for dinner. Ended up waiting for 45 mins in a queue for a table. - the answer to every question is "no". Even asking if we could leave our bags by a member of staff in the lobby so we didn't have to drag them to reception and back was a firm no. - at breakfast they didn't tell us what was included and not. Wouldn't even let us sit by the garden but when other guests sat there they didn't move them. - ended up being charged for some pasta that was presented to us as being free. -food and rooms are mediocre All in all a pretty terrible experience. There are much better places. Seems to be run by very junior staff who have too many guests to handle.…
We brought 52 members from the choral group Kantorei from Denver, Colorado USA to Guatemala to perform concerts in the city as well as Antigua. One of the performances was in the chapel at Casa Santo Domingo. About half of the group stayed at Casa and were treated to world-class accommodations. The grounds of the hotel were incredibly beautiful, tastefully combining the remnants of this baroque monastery with modern art at every turn. You could spend an entire day exploring this magnificent hotel! The staff at the hotel were very accommodating, the food was fantastic and the gorgeous rooms were extremely comfortable with every amenity you need and more. We highly recommend Casa Santo Domingo and we will be back for sure!
If you are planning to relax, Casa Santo Domingo is the place to be. The service provided throughout our whole experience was immaculate. The staff goes the extra mile for you to relax and enjoy the experience. For instance, we were running late for an appointment but wanted to grab a quick bite at the restaurant. We expressed it to the waiter and with a big smile, he arranged our speedy lunch. We ended up being ahead of time. As for the SPA, it has two jacuzzis at different temperatures, which was very appreciated as I was looking for warmer water. You will also find a treatment/massage menu with dozens of options. As for the property itself, the architecture brings you back into history, it's beautiful. I really enjoyed walking through the museum. If you like chocolate, there is a chocolate store too! I would definitely recommend, just make sure you plan a whole day to visit the hotel itself as there is so much to do!…
What a stunning hotel and a perfect location! This was a great base for several volcano hikes, for walking around Antigua and enjoying the shops - and the hotel itself was magnificent for relaxing at the pool in between. The service was top notch. Highly recommend!
Beautiful hotel. The whole experience was incredible, we felt like we were in a different era. I had the best sleep, the pillows were amazing, so comfortable! The food was spectacular. The service was great. We will definitely come back on our next vacation. One of the best hotels I have ever visited!
The hotel Casa Santo Domingo is a fantastic destination to stay and relax, many historic places and restaurants are in walking distance. Our room was very spacious and had all necessary comfort for our weekend getaway. The area of the Pool and Whirlpool are perfect for chilling. We had a wonderful time and can recommend this hotel to everyone! Thanks for a great weekend, we definitely will come back soon ☀️🌺
Exceptional customer service all the staff is amazing and the hotel has an amazing structure the hygiene is perfect and I felt safe. The restaurant has the best menú we had the breakfast and lunch every day during the week.
We take groups to this hotel every year. It is easy to book and work with the group agent. The hotel is so exciting and beautiful, I love sharing it with all the new participants. The rooms are deluxe! Every single room is beautiful, comfortable and upscale.
For how big this hotel is and for how it prides itself on being a “5 star” hotel, this is the biggest sham. It takes a lot for me to write a negative review about a hotel, but this hotel has disappointed me and my boyfriend from the very second we stepped foot onto its property and continued to disappoint us throughout our stay that I want to save people from wasting their time and money here. From the moment we entered this hotel, we could immediately detect the disorganization. We are used to people explaining where things are located on the property, especially for how big of a property this is. I understand there are “guided tours of the property” that can be booked. However, no one even tells you where to go for check in. There isn’t even a sign to point out where check-in is, just one map that says “you are here” and figure out the rest of the diagram to find out where to go. All of the employees seem too overworked to even greet their guests upon passing, which is a BASIC hospitality standard I’ve experienced in every single hostel, motel, hotel, and resort I’ve visited all over the world, in developing countries and first world countries, no matter the star rating. The front desk staff is extremely unaccommodating and rude. Language barrier is not to blame because we speak fluent Spanish. When asked if any rooms available now, she flatly said, “No.” While it is understandable that rooms are subject to availability, we could tell she was lying because she was so quick to say no and did not bother communicating with other staff members. When we asked if we could pay for late check-out tomorrow, which is clearly advertised for a fee at the front desk, she quickly and flatly said, “That is not possible.” She was not welcoming, and not open to helping us with any requests at all. After waiting for 1 hour already in the heat and being told to keep our masks on, my boyfriend had to go back to the same front desk woman and complained to her in order for us to be accommodated. She also deliberately covered her name tag because she knew she upset us. Why did it have to come to this point? If you work in hospitality, your job is to make your guests feel welcome. And if a room is not available at the time, offer something to at least make it feel like you care about your guests. I see a previous woman who reviewed, had her room upgraded for free, and got free drinks at the restaurant while waiting for her room to be ready. Meanwhile, we received no sort of option, nor did we receive any emotion to indicate that we are valued guests. While check-in is advertised as 3pm, other groups checking into their rooms in our area were caught off guard when they saw their rooms were still being cleaned at 3:30pm. I understand the whole world is short staffed right now, and people are trying their best. However, it is clear that this hotel just wants your money without having the staff to appropriately serve guests the way they should be treated. While my boyfriend and I were frustrated with our own check-in process, we couldn’t help but overhear multiple other guests also frustrated with the front desk staff. The front desk staff fails to explain anything: how to reach you when your room will be ready, where drinking water is located, what is included in our room, dining options, what time check out is, etc. I had to keep referring back to the hotel website and our booking to find out more information. Hotel management should be ashamed for what a terrible first impression the front desk staff has made. Upon finally getting to our room, we see that they actually charge for bottled water for a project to build schools, whereas every other country I’ve been to, and every other hotel I’ve been to in Guatemala, where you can’t drink the tap water offers bottled/potable water for free. We had to go up a flight of stairs to the “lobby area of our section” to get drinking water. Another inconvenience. The last hotel I stayed in at Lake Atitlan had a huge container of filtered water right in your room. There is also supposedly coffee at this drinking station, yet the coffee was always empty every time I checked from 7:30am to 9:15am. Was there any staff member in the area that I could ask for help? Of course not. Also, someone came knocking on our door at 8pm asking if we wanted him to clean our room. While we should have put up a do not disturb sign, I have never encountered someone in all my travels asking to clean my room at night. I’m sure this was something the manager poorly advised staff to do because this does not seem to be normal hospitality practice. The room accommodations are not rustic or colonial. Our room was run down with dire need for updates, the wall material/paint is terrible. We stayed in a room with direct spa access and could hear everything from the court yard of our section. If you’re a light sleeper, prepare to be woken up. The spa access with the jacuzzi area is pretty, but in the afternoon, there were several loud groups, and once again poor management from the hotel that could not control the noise level. For what appears to be such a big operation of a hotel, they need to re-evaluate and retrain the quality of their staff if they really want to pride themselves as being a “5-star” hotel. I have received better customer service from hostels and 2-star hotels. I see in previous replies from customer service that they keep using covid precautions as an excuse for failing to figure out the best way to accommodate everyone. Apparently the rest of Guatemalan tourism has it figured it out, except for this hotel. After reviewing such disparities in previous guests’ experiences here, where other reviewers give this place either 1 or 5 stars, and seeing customer service reply back saying, “Next time you stay in Antigua, I’ll accommodate you directly.” Truly, what a joke. The issues that arose during this visit should not have been an issue in the first place. It is clear from previous reviews that this hotel has made no efforts on improving the areas that desperately need improvement. Obviously, I would never choose to come back to this hotel. If you want the best customer service and an actual beautiful room to stay in Antigua, I highly recommend staying at San Rafael Hotel, which also has a better central location. I wish I had chosen to end my trip there like how I started it there, instead of leaving Guatemala with the terrible impression that Casa Santo Domingo has left. Please skip right over this hotel/museum/spa.…