Rated 2 out of 5 by NEMO526 A bit let down to say the least
Not quite what I expected for a hotel that is supposed to cater to Americans. English skills limited at the front desk, the place one would think English speaking staff are needed most. Overall, the sense we got is that this hotel is for the upper class, not the average.
For our entire visit, staff clearly catered to and favored those that were perceived to be of importance. As an example....after a horrible night sleep, I went to the lobby at around 6AM, dressed in shorts and a sweatshirt. An employee posted at the coffee station just stared at me while I fixed a cup of coffee, not even a greeting. Greetings were abundant for two Delta flight crews and a nicely dressed Korean businessman, the latter who was poured a cup of coffee and offered some breakfast pastries that were mysteriously conjured up as they were not available for the rest of the guests. Funny thing is, the businessman turned his nose up at the pastries and the employee at the coffee station walked away tipless.
Construction was not mentioned when booking and we were subjected to the most awful jackhammering beginning around 9:30AM (couldn't sleep in). I was unaware of the construction, at first, and asked a male security guard what the noise was as it seemed to becoming from above, not below. The feeling I got from the security guard was that I was imagining things. After about half an hour, he realized that it was construction coming from the lower floors, but offered nothing more than a half-hearted apology.
By the third night, I requested to change rooms, and was given a room on the 10th floor. Problem? There were three of us and the new room only had one king bed. New complaints fell on deaf, non-English speaking ears. Sleep the final night was worse than the first two needless to say.
Pool hours are limited and security enforces them. So after a long day visiting my wife's family, a dip in the pool was not an option. The one night we did get to use the pool it was full of locals who can apparently purchase an annual membership and take over the facilities.
While I commend extra security in such a hotel, the personnel are quite rude and make you feel like a criminal, not a guest. The security is lacking is many ways, however, such as one elevator requiring a key card to get to guest floors while the other does not....why?
Last complaint........the second day we opted not to have the room cleaned as to earn the additional 500 Starpoints: The hanger was taken from the door but the points never applied to my account.
All of these things will send me searching for new hotel for our next stay....disappointed indeed.
December 1, 2014
Rated 3 out of 5 by daved64 average
Very expensive rates.
Poor attention waiter in free breakfast.
November 24, 2014
Rated 2 out of 5 by 3chucks Platinum??? Really?????
We stayed at the Westin Camino Real for two nights last year, one at the beginning and one at the end of our visit to Guatemala. Our stay was fine so we repeated our stays this year. We arrived very late on Feb. 27 with reservation in hand. We had requested a king bed and were given a small double bed. The implied reason for this ws that we had not made our reservation enough in advance, tho we made it 5 weeks earlier. On our second night at the Westin, we did receive a king size bed, but the room air conditioned just made a loud and distrubing rattling sound when operating. It did not cool the room. We did not have these negative experiences last year and, based on our experiences, feel that this hotel has slipped from the high standands associated with Westin.
March 12, 2013
Rated 5 out of 5 by EC58 Superb service
The quality of service at this hotel is amazing. I feel like royalty.
November 21, 2014
Rated 2 out of 5 by Prmex09 People smoking in rooms and check out takes 20 min
Next room neighbor smoking all night long. Security did not do anything
Check out took 20 min per person
No SPg recognition
One of the worst experiences.
May 18, 2013
Rated 2 out of 5 by ACCRC Billing Issues Unresolved
During the first week of November I had two separate stays at the Westin Camino Real. The first stay was pleasant. For my second stay, I had a different rate than the first stay. Upon check in, I asked if the rate I had during the first stay could be matched. I was told the rate would be the same. Upon leaving the hotel, I noticed the rate on my bill was different than my first stay and the amenities included in my first stay were not included in the second stay. I tried to resolve the matter at check out, but was late for a flight and left. Upon returning home, I called directly to the hotel to discuss the bill to resolve the issues. The person I spoke to indicated my bill would be revised and told me a copy of the bill would be sent to me. After calling long distance to Guatemala, I have yet to receive an updated bill or email from the hotel related to my stay. I followed up the phone call with an email to the hotel directly, but nothing. What do I need to do for proper customer service?
November 12, 2014
Rated 3 out of 5 by Laurie1313 The hotel is lovely. The staff, service, and food are mediocre.
The staff is not very knowledgeable, and the operator I had was totally unfriendly and outright rude. Further, I have been to 90 countries and hundreds of hotels, and I have never experienced a front desk that has no phone. If you need assistance, you must talk to the unfriendly operator, and she is not very bright, so after much frustration, I went down to the front desk. It is truly mind boggling how such a nice hotel has such terrible service and food. The food in the club lounge is minimal at best, and the two dishes are cheap fried food.
September 30, 2014
Rated 4 out of 5 by AndrewBrooklyn Gr8 experience
I've been staying there every time when I am traveling to Guatemala. They really care of SPG Platinum guests - nice staff and spacious rooms for SPG. I like also the gym.
December 25, 2013