I came to this hotel because my travel agent told me it was a 4 star service I was not the one that asked for it. I would have stayed at the Sheraton for a bit more but he said that the service here was very good and so I thought as well. Now I am very picky because I was expecting a 4 star service like morning breakfast and at least changing you towels when you need them. The hotel states that they have excellent Wi-Fi and guess what? Not! We were changed from one room to an other or from the 3red floor to the 7th just for that. The bathrooms in the rooms leak the shower heads are too low not good for 5’9” or 6’1” tall I had to get on my knees to be able to wash my hear. Now they gave me an other room back to the second floor we are now in room 209 still not good the air conditioning smells like rotten eggs because the rooms are cooled with a cold water system so the water sits in the bison and dose not drain so it gives out a strong pungent smell and I and my wife could not stay in the room at 03:00 we had to open the windows and call the desk we asked them to send us some one to fix the problem and they did not come. They came this morning at 11:30 and they still can’t do anything before 9PM tonight. Now the rest is okay. But at the front desk the people working there are very limited with there English, French, and other languages. You can’t come here with English or French. It’s all sine language all the way. I asked them to please give me a desk because I am on vacation but I am working as well I took them 3 days to come up with one. If I was you please reconsider your choice DO NOT STAY AT (San Agustin Exclusive- Miraflores. It is not a 4 star hotel I give it a 1 ½ stars. I will never stay here again for sure.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
7 February 2011
Dear Guest:
We thank you for sharing your comments on trip advisor and in turn to make some clarifications concerning the comment of the reference.
Indeed, your reservation was confirmed in a standard double room and low wifi in the room assigned, our management considered transferring to a junior suite rooms, which remained 7 days showed no comment. On the eighth day his agent told us that extended his stay 7 days so spaces and lack of prior coordination between our management, your agency and offer you one of our best standard rooms. (Room spacious with balcony and super king size bed).
On the smell of air conditioning, air conditioning represent that contains everything from the environment and then expelled, our maintenance staff reviewed it and concluded that the room smelled like snuff which was circulating the stale air and causing the smell mentioned blocking the room for 2 days.
On the language of the reception, your comment surprises every time you held during your communication with our staff only in Spanish. We understand that your submission was for your source, Uruguay. Also on the desk asked, our Administrator, Ms. Raquel Vertiz housekeeping company fitted the desk in his room the same day at your request.
Over breakfast, its content is consistent with the standard set forth in our service policy, containing this: assorted juices (papaya, pineapple, orange) meats (ham, cheese, edam cheese), fruits (watermelon, papaya and melon ), cake, scrambled eggs, hot I, nuggets, cereal, milk, coffee, te, etc.
We knowledge you during your stay eat breakfast only on 3 times, as the rest of the days requested only coffee and toast to your room understand why not tasted our breakfast buffet.
We regret that our performance has not been valued and sincerely regret if we give a wrong impression of our services.
We hope that in future return to visit us and we can give the opportunity to change the feeling that have been on this occasion.
Contact us, we will be happy to help.
Yours sincerely,
San Agustin Hotels
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
