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“Service was nearly non-existant . . .”

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Hotel La Laguna Galapagos
Ranked #19 of 24 Puerto Villamil B&B and Inns
Bend, Oregon
Level Contributor
109 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 83 helpful votes
“Service was nearly non-existant . . .”
3 of 5 bubbles Reviewed 24 April 2012

While staying in a smaller community in the developing world we have limited expectations with respect to certain elements of our hotel accomodations. The one factor we can usually rely upon is good customer service. Unfortunately, service was nearly non-existant during our stay at Hotel LaLaguna. The reception area is never staffed and a sign directs you to the top floor for information. Upon arrival there was some confusion and it appeared nobody was expecting us. We had reservations for two rooms and were shown a triple room. We finally got that worked out and settled into our rooms.
One day my mother who is 75 years old returned to the hotel by herself to rest and recuperate from our days adventures. When she arrived there was NO staff on-site and the room with the potable water and sodas had been locked closed. She had no access to drinkable water for over two hours!!
The rooms themselves were fine with nice beds and very clean. The hotel is clean, but with extremely poor maintenance. The hotel is designed very nicely and it would be comfortable to use if it had been maintained properly. There are many beautiful windows throughout and all of them were very dirty and unkept. The sofa on an outside landing was broken down and useless. The walls were originally very nicely painted with an interesting color pattern, however, they had not been touched-up in years and there were scuff marks all along the common areas.
The grounds were very nicely designed but were in a state of serious neglect with weeds growing up through the foliage, etc. Lastly, we had hot water only one day during our three night stay. When we reported it to the staff they had in repaired but the repair broke down after only one nights use.

This hotel provides a breakfast for its guests included in the nightly rate. The food was marginal at best. Cold eggs and pancakes, good juice, instant coffee, nice rolls. The kitchen staff has no training whatsoever in customer service. We would have been happy if they were engaging, responsive, or just plain smiled when we did. This did not happen.

We would NOT recommend this hotel to anyone staying in Puerto Villamil. We spent the last two nights of our stay at Casa de Marita and had an absolutely wonderful experience. There is no comparison, whatsoever.

  • Stayed April 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank bendorbreak
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Antonio G, Guest Relations Manager at Hotel La Laguna Galapagos, responded to this review, 31 May 2012
Dear Traveler

Frist of all, sorry for our delay in responding back, we just finished verifying our hotel documentation at Trip Advisor, giving us the great opportunity to finally keep in touch with our visitors. Thank you very much for taking the time to review our hotel and for all you suggestions

I apologize in name of La Laguna hotel for all this inconveniences. Sorry your stay want´s all pleasant at our hotel and that our staff wasn’t helpful enough. We have indeed been trying to avoid this informal courtesy form our staff. We do understand language is a limitation among our staff. Considering your comments and for the comfort of our guests, travelers are now greeted by an English speaking host that is most of the time at the reception and all around the hotel trying to make our travelers feel as comfortable as possible.

I am sorry about your mother and her not having access to beverages. Though we always keep two water dispensers at the reception and at the dining room for all of our customers, it was certainly a failure on our part not to inform you on this at you arrival to our hotel. We usually keep a close eye to the presentation of our installations and cleanness. As you noticed, our rooms are always clean and well-conditioned. It might be of your interest that we currently just working on some improvements on our finishes as well as retouching the terrace. We also hear you on the meals; food is usually very well prepared, paying attention to details. I am sorry service wasn´t that good during your stay. We are now watching closely that food is served fast and on time.

Once again, we are deeply sorry for the inconveniences and we are thankful for your comments on this, as a sincere traveler perspective is always welcome and it gives us an idea on the things we are missing in order to achieve good quality service.

La Laguna Galapagos
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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63 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    3.5 of 5 bubbles
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Additional Information about Hotel La Laguna Galapagos

Property: Hotel La Laguna Galapagos
Address: Av. Los Flamingos, Puerto Villamil, Ecuador, Puerto Villamil 1724, Ecuador
Region: Ecuador > Galapagos Islands > Isabela > Puerto Villamil
Amenities:
Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service
Hotel Style:
Ranked #19 of 24 B&Bs / Inns in Puerto Villamil
Price Range (Based on Average Rates): ££
Hotel Class:3 star — Hotel La Laguna Galapagos 3*
Number of rooms: 7
Official Description (provided by the hotel):
Welcome to La Laguna Galapagos Hotel. Our mission is to provide affordable and exceptional Service for our guests to make sure that your stay with us is nothing but spectacular. Located next to the Flamingo Lagoon and just blocks away from the beach, La Laguna Galapagos Hotel is the perfect place to rest and relax comfortably while enjoying your Galapagos vacation. Enjoy our comfortable rooms, facilities, spectacular views, and great location during your stay on Isabela Island, and come see why La Laguna is considered one of the best hotels in Galapagos. ... more   less 
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Also Known As:
Hotel La Laguna Galapagos Galapagos Islands/Isabela - Puerto Villamil

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