Unfortunately, the front desk service provided by Andrea was extremely disappointing. My friend had to leave the hotel early at 4 a.m., and since breakfast was included in our stay, I asked if there was anything that could be provided the night before—something simple like a banana or an apple—so she wouldn’t miss out entirely. Initially, I thought the issue might be a language barrier, but my friend, who speaks fluent Spanish, explained the situation clearly. Andrea still responded that it wasn’t possible, and even mentioned there might be an additional charge. Despite our request being minimal and the fact that fruit is clearly available at breakfast, she refused to accommodate us.
I then asked Andrea to check with a manager. She said she would not do so at that moment. I told her I would return at 7 p.m. to follow up. When I returned, she told me she would give me a call after speaking with the manager—but she never followed up. Her attitude throughout was unhelpful, dismissive, and overall the experience reflected poor customer service.
On a much more positive note, I want to highlight the exceptional service provided by Carlos, our bellboy. He was incredibly friendly and helpful—he ensured my room was in perfect order, explained how to use the lighting system, checked that I had the right number of towels, and made sure everything was comfortable.
Additionally, Roberto, our cab driver, was kind and hospitable, and the waitstaff throughout the hotel were attentive.