We travelled to Guanajuato this last weekend thinking on having a great experience that indeed we had. Only problem was the hotel Balcon del Cielo. We arrived on Sunday March 17th and stayed for one night. I trust tripadvisor ratings and very often I had have very good results but this hotel selection based on trip advisor information was not.
I traveled with my family and we got 2 rooms (#9 and #10). Room #9 good view to the city but only from a window. Room #10, good area + small balcony. Best option of this hotel. There was a sofa in room #9 with stains and not looking very professional on a hotel room that is not cheap.
At night you are on top of the city center so you have to be ready to accept some noise from the Guanajuato night life. I do not have problem with it. Beds are OK but bed sheets, blanket, etc. very basic.
Overall is a basic concept but what I could not accepted was the 2 only employees we met during all our stay in this hotel and their lack of guest services training and/or knowledge. First one was a young guy at the front desk one we arrived. Just had few words, handed written policies and instructions about the hotel, the way to get up and down to the city through the little train "funicular" and that was all. He was browsing the web the remaining part of the evening. I got there with 2 little babies, my wife and my 70 year old mother. I had to walk with all the luggage from the parking place (not from the hotel, you have to pay) that is almost 100 mts away and 3 levels above (30 stairs or more ) to get to balcon del cielo and this guy at balcon del cielo could not even ask if we needed help with the luggage to continue our way up to the rooms. I left one of our bags for an hour or more in front of his desk and he even notice it I think. It was more important for him to continue to be in front of his screen! As this was not enough, next day we got back from the city to the hotel at 13:10 hrs (check out is at 13:00 hrs), there was now a new person in the reception area of the hotel a young lady. She asked if we were going to stay an additional night, we answered no and that we were going up for our luggage to leave. We were down at 13:40 hrs with the surprise of this little lady asking for payment of an additional night for the 2 rooms because we exceeded the checkout limit time. It is the first time on my life of extensive international traveling that for 40 min exceding checkout I am asked to pay a full day room charge even when we told her we where leaving and when long weekend was over and for sure no rooms where even booked for a Monday night.
I strongly suggest the owner of this place to invest on the training and selection on the people he puts to work on the reception of his hotel.
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