Antigua Trece Hotel Fusión & SPA

GREAT PERSONEL SERVICE.

NO COMENTS

The gentleman who helps us with our luggage was vey helpful and respectful.

There was some inconvenience with our restroom door. The way that it was handled was disappointing, we had been traveling for quite some time and we were tired and we had to move to a lower floor when we had already unpacked our things, the lady who assisted us could leave us in the same floor. Some attitude and disrespectful.

Stunning rooftop, probably the best in the city, room was very comfortable and I appreciated having robes and slippers. Pool small and cold but nice for a quick dip. Water available daily which was also a plus. Wifi was good, staff friendly and helpful - I almost forgot my passport in the safe and they retrieved it for me.

I was initially put in a downgraded room, not sure why but after I asked they put me in the correct room. There was also an issue with paying for a beer on the rooftop, I was charged almost double, but the next day when I realised and asked, they gave me a beer for free. It’s also not that convenient that you need to use your access card for electricity in the room but very minor inconveniences and it was a great stay overall.

The hotel is very nice and located in an excellent area. The property is well-kept, comfortable, and the staff is very friendly. We especially enjoyed the beautiful terrace with a great view of the city. Housekeeping cleaned the room daily, and the valet service was always on time and very accommodating, even though the street access is not the easiest. Overall, the hotel has everything needed for a great stay.

Unfortunately, our experience was seriously affected by two major issues. First, our air conditioning only worked for one day, which was one of the main reasons we chose this hotel. Second, more than 6,000 pesos were taken from our safe during our stay. We immediately notified the front desk, and while they said they would investigate, we received conflicting information. A maintenance employee mentioned entering our room with a manager and cleaning staff to check the A/C, but later we were told that only housekeeping had accessed the room. In the end, there was no clear resolution regarding the missing money. We truly liked many aspects of the hotel and believe it could have been an excellent experience, but unfortunately these unresolved issues, especially the theft, significantly impacted our stay.