Crucero Atitlan♡

Horrible experience, this hotel is nothing like the pictures or description, the pics are OLD.

1.0

Absolutely nothing about this property was as described by Booking.com. There was no room service available. There was no restaurant on the premises. These are the main reasons I booked this hotel.

− The room was supposed to have a double bed and one twin bed. The room we were given was very small and had a king-sized bed and two twin beds. This was much more a hostel than a hotel. The room was unsafe because the doorframe had been kicked in, and the door didn't lock securely from either the inside or the outside. This hotel is in a residential neighborhood, and people were out in the streets drinking and partying, which made us feel very unsafe. Additionally, the front desk girl didn't know anything about our reservation. She had to call the manager to figure out the reservation after I showed her the email confirmation. Both ladies were extremely rude to us; they laughed at me for being upset. I had sent a request hours before we arrived to let them know I had just been released from the hospital and was making this reservation because my son had come to help care for me. We booked the room BECAUSE IT SAID IT HAD ROOM SERVICE. Not only was there no room service, but there was also no restaurant, not even a vending machine with snacks or drinks available to buy. I have never felt so dismissed and discriminated against, and I used to be a flight attendant for many years, so I have stayed at hotels all over the world. This hotel didn't even seem to care that we wanted to leave; they were more than happy to refund us. Then they sent a message to booking.com saying that we never checked in. We did check in, and then we chose to leave because the room and entire situation felt rude, discriminatory, and plain unsafe.

Guest review

1.0

− No tenían la reservacion nunca le llego. Tuve que buscar otro hotel.

Guest review

10.0

Super amables, las instalaciones son cómodas, limpias ❤️

Guest review

10.0

La atención de las personal.

− Un poco mas de limpieza en baños pero no es algo complicado

Unsafe, non-compliant, and deeply unprofessional.

1.0

Nothing! RUN!!

− We arrived and were told we couldn’t pay by card, only cash, and they refused to let us pay through Booking. They also tried to add a 10 percent “fee” on top of the confirmed price. When we asked for the DIACO complaints book, which must be available in Guatemala, the owner became aggressive, said they would never have it, and kicked us out. The place looked unsafe and poorly maintained, with unfinished areas and dirty facilities. We felt genuinely unsafe, especially as women traveling with a child. This was not just bad service; it felt dangerous. Avoid this property.

Perfecto

10.0

Todo era perfecto