What to expect
- Sleep Quality
Last 5 reviews
If you have time ill tell you why this hotel is the best hotel iv stayed at ,and iv been to hotels all over the world.first off Vanessa at the front desk was helping me figure out my booking before i got there the Corporate office booked me in a different city she fixed that ,the staff is more than amazing Vanessa also set up my ce phone with a local SIM card gave me tips on what to do and not to do ... and so much more i was dumb and lost my cell phone , i had to make about 25 calls to certain thing shutting them of Vanessa and Gabriella made all of those calls . after that i tracked my lost phone with find my i phone i left the hotel in the middle of the night and the young bell boy went with me to a bad part of town to just help me out . They gave me direction and went above and beyond ,Vanessa and the limited front of house staff should be at a Hilton in Paris or any property that really cares about the guest .oh and most of the staff has helped me with my Spanish ,i would come back to this hotel not to see the city as much as i would like to stay here again they did so much more for me i cant even remember it all ,it was jaw dropping how amazing Vanessa,Gabriella and the young bell boy were they took care of all my transportation ,Directions and simple advice ..oh and the rooms were pretty nice
Let me first start by saying that I'm a Travel Agent, and definitely understand that the travel industry is much different now with covid around. That being said, I'm also a Diamond Member who expects some level of customer service. I have recently traveled to 15 countries throughout the pandemic, on 4 different continents, and vary different cities. I have mostly stayed at Hilton properties, and this is by far the most disappointing one so far. Typically, being a Diamond Member, the concierge of the Hilton will send out a greeting email, letting know about various options, or changes happening at the property due to covid. Nobody reached out to me, so I had to contact the property by phone, and asked for an airport pickup since our flight landed at 2am. The best part of my experience has to be our driver Diego! The guy was an absolute all star, was so personable, and gave us great insights on the city of Quito. He even ended up being our personal driver/tour guides for 2 days, and showed us around this amazing vibrant city. Back to the hotel though, I couldn't have been more disappointed. First, we were denied a room upgrade, since they apparently don't have the Executive floor open. Our room, located on the 12th floor, was definitely dated, with parts of the wall ripped at the bottom, with mildew on it. The views were definitely the best part of the room. I just dong understand why some rooms are available, and some aren't. They have to be clean in the same way. The other major problem was, that due to covid, 90% of the hotel amenities were shut down. No spa, no additional restaurant (except the breakfast one), no gym, no Executive lounge. Again, I understand that these are covid times, but I stayed at multiple Hilton where everything is open. I would've rather stay at another property if I knew that only the dated rooms were available. The front desk manager Bernardo was very nice and apologized to me regarding the status of the hotel. I was kind of annoyed that I practically had to beg him for a few free beverages, as this is something the front desk should have in place since the entire property is 90% closed down. You would think the management there would do all they can to make sure their loyal members keep coming back, but I didn't get that feeling at all. Overall, this was a big letdown for me and my wife. I would've rather stayed somewhere else, than stay in a below average room at a Hilton property that was barely partially opened, and offered no comps to their Diamond Members. Breakfast was barely edible, no room upgrade, no amenities open, no extra perk to loyal members. I surely hope that management will take note of this, as the only reason I'm giving this property an average review and not less, was the outstanding customer service and dedication I received from Diego...
It’s a dated property and the rooms and beds are tinyyyyyy but the location is nice across from a nice park. Food was good and they did a good job at breakfast, providing multiple courses. Staff was friendly and helpful. The gym is nice too with lots of equipment.
Love this location across from a nice park and lots of city action. Beds and pillows are very comfortable. Staff are very friendly and make your feel like a VIP. Food and service at the restaurant is great. Will definitely return and stay here again!
Amazing Staff, Nice Hotel
We were here during pandemic so definitely not busy at all. Restricted hours on restaurants and gym. Being a Fold member was disappointed about executive lounge being closed, but understandable with what is going on in the world. Gym closed early at 6pm, but they opened it up for my wife and I which was great. Restaurant also didn’t open until 8am, which I felt was really late, especially since we were heading to Mashpi Lodge in the morning and wanted breakfast before pickup. They offered a bagged breakfast which was great, but then they decided to open up breakfast early, which was again, awesome. A couple of power outages at night, but only for a few seconds. View from our room on the 18th floor was wonderful. Location was ok. A few fast food restaurants and small stores all over. Shopping mall 5 minute walk away, but almost all phones and electronics. Great hotel for jumping to other places and wanting a helpful staff, good food and a nice gym.
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