2/10 Horrible
Juan
Voyage en famille
9 avr. 2024
Les points faibles : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
I wish this property was still owned by Grupo Habita as our stay was highly disappointing and quite frankly, unacceptable. For the luxury hotel rates, their service and hospitality is borderline non-existent. We booked three rooms for our group of 7, where 3 of us were going to stay in a double room. The team proceed to tell us that only 2 people could stay per room after we had called a few days prior to confirm this was okay.
The rooms are old and need maintenance with the sink and shower heads rusting. They have walkie talkies in the room for guests to communicate with the front desk and they were all out of battery. The windows were dirty.
The restaurant staff was extremely rude, rushing for us to get out after charging us without even letting us see the wine list.
We were in the hot tub and when we asked if there were any towels they pointed at a plastic bag saying “you get can them from there”. Clearly the Encuentro Guadalupe team does not know what hospitality and service means. It’s honestly super sad given Valle is such a gorgeous destination. Special shoutout to the hotel drivers, who were the only attentive people in the property. If you’re coming to Valle, please don’t stay here and choose a place like Casa Bruma or El Cielo instead.
Maybe the Encuentro team should go check out one of these truly luxury properties and get a lesson or two on what hospitality and service means.
Juan
Séjour de 2 nuits en avril 2024