What to expect
- Sleep Quality
Last 5 reviews
COVID Stay Review
Great staff at this Hilton along with clean quiet rooms & comfortable beds. The hotel restaurants and bars were closed due to COVID although did serve breakfast in the cafe. Not much going on in the Mariscal area because of COVID. Had I known this, I would have preferred to stay in a livelier area closer to Quicentro.
Great Start to A great Trip
Conveniently located next to the markets. I was able to purchase all the souvenirs I wanted. !!!!!!!!!””””””””!!!!!!!!!!!! Very Helpfull staff on hand, they respond quickly to all your needs. The lounge is temporarily closed.
Poor to medium - not more
We had to stay at this Hilton for one night. The overall experience is not comparable to the usual Hilton standard. Stepping in is like a journey back into the 80’s. Dark wood, the entire atmosphere cold and not welcoming. Nearly no lights in the hall and on the way to the elevators/breakfast area. Furnitures in our suite, we received an upgrade as I am Honors Gold, were old and worn. The breakfast area has the Charme of a station concourse - cold, uncomfortable and again a mixture of very worn furniture. The staff was so so - they did their job. That’s it. Not too friendly, not too welcoming - just okay. We had a second reservation for two nights a couple of days later but cancelled it and went to a different hotel.
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...
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