I rarely write negative hotel reviews, but I rely on reviews when choosing hotels, so I feel obligated to share our experience.
The positives: the location is excellent, within walking distance of the Prado with plenty of restaurants and shops nearby. With one exception, the staff we encountered were friendly. The breakfast was very good, and the laundry service was fast and well done.
Unfortunately, everything else was disappointing. This property charges full-service hotel prices—we paid up to $245 per night—but delivers the service of a budget hostel.
A few weeks before arrival we were informed we had to pick up our room key at another hostel about a 10-minute walk away. Had this been disclosed before booking, I never would have stayed here. We arrived near midnight, and I was left standing on the sidewalk with four suitcases while my husband walked to get the keys.
During our five-night stay, I never once saw anyone at the reception desk. On departure, we couldn't store our luggage because there was no luggage room, so we had to drag our four suitcases back to the off-site hostel in 90° heat.
The refrigerator barely cooled bottled water. When we complained, we were told, "That's as good as it gets."
The biggest problem is management. They appear to be operating five hostels with one receptionist, leaving guests with virtually no on-site service. I felt sorry for the staff—they were clearly overwhelmed. Charging $245 a night for this level of service is unacceptable.
