2/10 Horrible
Marcos
Voyage en couple
14 avr. 2025
Les points faibles : Propreté, personnel et service, équipements
We stayed at Hotel Kloster in Guanajuato for our honeymoon, and sadly, it didn’t meet 4-star standards. At check-in, the front desk didn’t greet or assist us. Thankfully, Alfredo the bellboy stepped in and explained the hotel services—he was the only staff member who provided quality service.
We booked through Expedia and were supposed to receive a perk, but it wasn’t mentioned. The night receptionist didn’t know how it worked, and we had to bring it up ourselves.
On our second night, our room keys stopped working. The night staff was unhelpful, and someone outside the hotel had to call us to explain the situation. We were moved to a louder room, away from our belongings, without an apology.
We were told we’d regain access to our room at 8 a.m., but the key wasn’t ready. Even after breakfast, it still didn’t work—we had to go down twice to get it fixed, with no apology or accountability. Staff told us they couldn’t help because they weren’t the main company (Grupo Stayberry).
The room and lobby also smelled like a drain the entire stay. No amenities were ever explained to us.
Only Alfredo stood out. The rest of the staff needs serious training. Being a “new” hotel is no excuse for such poor service.
Marcos
Séjour de 4 nuits en avril 2025