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Reviewed March 29, 2017 via mobile

My first visit to San Andres. I chose Sunrise hotel as one of the two best hotels in San Andres, as I was told by the travel agent. The Hotel was presentable in the outside, in the inside it was beautiful. Very centralized to all a guest might need. Be warned, check in is strictly at 3:00pm. Unless you opted for the option at time of booking to pay $ 200,000.00 pesos (around $80 dollars) you will not be allowed to check in before 3:00pm. Your luggage is NOT locked up in a room, it's left with other luggage in a corner of the hotel. You can change and use the Hotel facilities, but you will not have peace of mind with your luggage sitting out in the open. I travel for business and pleasure at least 8-10 a year. Most hotels will let you check in an hour or two early if the room is ready and available. At Sunrise hotels it's only if you're willing to pay the $ 80.00 dollars ( almost the price of a one day stay).
The rooms are pleasant and appear in order, until you go to put your clothes away and see the dirt. I used a floor towel to wipe the closet draws (see the picture) and was appalled at the amount of dirt. I kept my clothes in my luggage for the duration of the stay. The bathroom was equally dirty. Could not call front desk to speak of the condition of my room because the phone didn't work.
We opted for the all inclusive option. Dinner was simple and lacked options. It was supposed to be served until 10:30pm. We arrived at 9:30pm and several trays were empty and were not refilled. The food was pleasant in taste at best.
The outside, by the beach and pool (the best features of the hotel) were locked at 10:00pm. With chains. Their reason was due to safety. But then there is nothing to do in the hotel. Guess are forced to go outside of the hotel and you wonder if you're locking up at 10:00pm for safety then how safe is it to leave the premises and go outside?
I know that most Caribbean islands protect their main source of income; tourism. I believe the Island is safe and saw nothing to think otherwise. We went out and nothing happened. I believe this is another ridiculous policy from GHL Relax of locking the hotel early.
I hope Sunrise Hotel rises one day to be the quality Hotel that guest expect. The site is perfectly located and it has gorgeous ocean views. It's a shame they don't strive to keep their guest happy. After all the intent of any Hotel should be to insure you return in your next visit and that is certainly not the case here.

Stayed: March 2017, traveled as a couple
3  Thank Louatu1056
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GHLHOTELSUNRISE, General Manager at GHL Relax Hotel Sunrise, responded to this reviewResponded March 31, 2017

First of all give you thanks for the information you supply us, about the situations with the services offered by us. We condone sincerely for the inconvenience this might have caused, at the time we will take measures to make sure that you do not return to similar incidents occur. Please accept these apologies and thanks for your patience and tolerance.

Cordially;

Lucia Nora Velasquez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 24, 2017

It's one of biggest hotels in the island, and one with the best structure, including access to the beach. However, the building is under renovation and the rooms without view have a terrible musty smell and are very humid, specially the bathroom. After two days of being in one of these rooms, we were able to get a room with the view of the sea. The restaurant is very good for the breakfast, not so much for dinner.

Room Tip: Take a room with the sea view, because they have windows that could be open.
  • Stayed: March 2017, traveled with friends
    • Value
    • Rooms
    • Service
1  Thank Cristiane_Brum
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GHLHOTELSUNRISE, General Manager at GHL Relax Hotel Sunrise, responded to this reviewResponded March 28, 2017
Google Translation

Para Relax Sunrise GHL família é importante saber a sua avaliação sobre o nosso serviço. Todos os dias trabalhamos para melhorar a qualidade do hotel, fazendo um compromisso de superar as expectativas dos nossos clientes. Pedimos desculpas sinceramente pelo transtorno que eu causei a ele que podia.

Atenciosamente,

Nora Lucia Velasquez
Director Geral

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 27, 2017 via mobile

This is one of the worst hotel I've ever been. I could write 2 pages about it, but it's even not worth it. This hotel is the dirtiest one I ever seen, there is humidity everywhere, all the windows and the doors are covered with fingers traces, the employees (specially at the reception) are just unpleasant, you have hot water only if you are lucky, you have to use the same towel for bathroom and the swimming pool, you have to claim for the room service and the channel list, the bathroom is just a nest of infection (see the trash once you removed the bag), all the furniture are old and dirty, the buffet is poor....etc....I didn't test the "spa" as you can imagine given the high level of cleanliness that I saw everywhere. We had a "superior" room with ocean view...as you can see on my photos, only the words "ocean view" correspond with the reality!!! As we say in french: beurk = yuk!!!

Stayed: February 2017, traveled with family
1  Thank FloAroundtheWorld11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GHLHOTELSUNRISE, General Manager at GHL Relax Hotel Sunrise, responded to this reviewResponded March 31, 2017

Receive a warm greeting on behalf of the staff that makes up the GHL Relax Hotel Sunrise. Thank you for taking your time to answer our survey. It is always a taste that our guests participate in the continuous improvement of our quality standards.

Reviews are being shared with the officials of our organization who we are analyzing their good advice and take the necessary measures to be able to optimize our services.

Thank you for your valuable comment that helps us to improve day by day.

Cordially,

Lucia Nora Velasquez
General Manager

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Reviewed December 10, 2016

We got stuck on San Andres because our flight was cancelled to Providencia. We stayed at the Sunrise Beach and it was great. Very nice, very clean, hot water and an excellent breakfast. It was a last minute decision and they accommodated us quickly and efficiently

Room Tip: Don't know because it was a last minute deal for us.. I would say ocean view
  • Stayed: November 2016, traveled with family
    • Value
    • Rooms
    • Service
1  Thank caljane17
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GHLHOTELSUNRISE, General Manager at GHL Relax Hotel Sunrise, responded to this reviewResponded December 12, 2016

Relax for GHL Sunrise family is important to know your assessment about our service. Every day we work to improve the quality of the hotel, making a commitment to exceed the expectations of our guests. Thanks for helping us evaluate our service. We are looking forward to your return soon.

Sincerely,

Nora Lucia Velasquez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 20, 2016 via mobile

Its obvious it used to be a very good hotel and it has all the potential to be the best hotel in the island, but it lacks maintenance. When I got there they gave me room 526, if you get that room RUN away, worst room EVER the view of this room is an awful roof and wall, it looks old and bathroom was gross I would have never taken a shower in that tub. We came down immediately to Customer Service and demanded to get a different room we prepaid this hotel 3 months earlier and we were NOT accepting this room. At the beginning they said hotel was full, but we insisted and finally they gave us room 509 with a great ocean view and a room in much better conditions. First 4 pictures from awful room 526, last 2 pics from room 509, much better.

Stayed: November 2016, traveled with family
1  Thank juand86
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GHLHOTELSUNRISE, General Manager at GHL Relax Hotel Sunrise, responded to this reviewResponded November 23, 2016

Relax for GHL Sunrise family is important to know your assessment about our service. Every day we work to improve the quality of the hotel, making a commitment to exceed the expectations of our guests. We apologize sincerely for any inconvenience I caused him we could.
Sincerely,

Nora Lucia Velasquez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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