We booked a room based on reviews of the hotel food and room experience. Our room was updated, but had no blackout curtains. There were blinds available, but were stuck and we were unable to draw them at night when the neighborhood lights shone into the room. Breakfast was underwhelming, with hygiene being the biggest problem. The only thing that brought us back to eat was good coffee and very friendly service provided by the wait staff. We had lunch at their roof top restaurant, and unfortunately the food was not up to par.
Check in was a very positive experience. However, check out was awful. My husband and I were in a hurry to get to the airport to catch our flight to Bogota. I went to check out while my husband loaded our suitcases in the rental car. Young lady at the front desk refused to proceed with the check out process until I produce the 2 room keys they had given us. First time this ever happens to us in over 20 years of travel. I was forced to go to the basement to dig through our packed suitcases to produce the 2nd room key so we could leave. Meanwhile, my husband decided to go to front desk to pay for the key if necessary, so we wouldn't be late for our flight. Oddly enough, the gentleman who also happened to be at the front desk proceeded to check him out without even asking him about the room key. (unbeknownst to me)
I finally located the room key and ran back up to the front desk, only to find out that my husband (who looks gringo and speaks no English) had been checked out with no issues. Baffled, I asked about the 2nd key, and both my husband and the man at the front desk tell me there was no problem. The lady who originally helped did not make eye contact and acted as she knew nothing about the issue she had started. I decided not to complain to management, and to post my experience here, where it carries more clout and can help other travelers avoid such negativeexperiences.
That whole experience leads me to assume that because I look hispanic and spoke Spanish to the young lady who I had originally dealt with, that she acted rudely to me because she assumed I was a local. Well, I definitely am not a local AND even if I were, respect is something that you should provide to all of your customers. My suggestion here is that the young lady who initiated my checked out be sent back to customer service training so that she can learn how to provide equal quality of service to local and foreign tourists alike. I will never book a room at this hotel based on my experiences here in February.