Centre commercial El Ingenio

We were very disappointed with our stay at this hotel. The room felt cold, austere, and far from cozy, making it difficult to relax or feel comfortable. We were also given two separate mattresses, which felt particularly impersonal for a couple. The hotel was very noisy, both from general disturbances and from plumbing noises that could clearly be heard in the room. Although the room featured a modern TV, it was not possible to access streaming services such as Netflix, which was disappointing and below our expectations. More importantly, we found the staff to be largely indifferent to guests. Throughout our stay, we had the impression that business considerations came before customer satisfaction. We felt so uncomfortable in this environment that we decided to shorten our stay and leave one night earlier than planned. At check-out, no one asked why we were leaving early or showed any interest in our experience. This lack of concern for guest satisfaction was quite telling. We did not expect a refund for the unused night, as leaving early was our own decision. However, we were surprised that the hotel also refused to refund the second day of parking that we had already paid for, despite the fact that our car would no longer be there. A small gesture of goodwill would have been appreciated. Overall, we found the hotel cold, impersonal, noisy, and lacking in customer care. Unfortunately, it is not a place we would choose to stay again.

The view and the room were amazing, but the standout was the staff. Very kind and welcoming!