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“Great Service & Great Room”

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The Westin Camino Real Guatemala
Ranked #3 of 49 Hotels in Guatemala City
Certificate of Excellence
GreenLeadersBronze level
Vancouver, Canada
Level 3 Contributor
18 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
“Great Service & Great Room”
Reviewed 28 February 2014

My wife and I spent one night at this Westin (so our perspective is limited) after arriving on a late flight into Guatemala city (we were travel weary). From the moment we arrived they began cheering us up. Staff was polite and professional, check-in was smooth, and they upgraded us to a rather nice suite. The room was great and we had an amazing (and much needed) sleep.

The breakfast buffet in the morning also had a nice selection, and again the staff we all smiles and helpful.

One caveat. I can't speak to the true "value" of the hotel, because we were staying on a discounted rate (so of course we had amazing value). Short of it is, the experience was just what we needed at that point in our travels. I wish I could say the same for a different Westin we stayed in a couple weeks later.

Room Tip: We were in a suite, which I assume was a newly renovated room (it had to be). So may be worth askin...
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  • Stayed January 2014, travelled as a couple
    • Value
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank medsj
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ximena R, Gerente at The Westin Camino Real Guatemala, responded to this review, 3 March 2014
Dear guest,

Thank you so much for your time filling this survey in, it is a very important source of information to know our guests experience through their feedback. Thank you so much for your additional comment, it will help us to keep and improve the high service in each of your visits, we already sent this comment to the responsible departments.

We hope to see you soon in Westin Camino Real Guatemala.

Very truly yours,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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715 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (102)
Date | Rating
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English first
New Orleans, Louisiana
Level 3 Contributor
11 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 23 February 2014

This was a very nice place to stay, but the housekeeping is hard to come by. I only asked that my room be cleaned once during my 4 night stay. They came in to replenish the (for charge) bottled water, and left dirty towels on the floor of the bathroom. The lobby staff is wonderful - very friendly and helpful. Overall, I would stay here again.

Room Tip: Ask for a renovated room.
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  • Stayed February 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Bertsmom44
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ximena R, Gerente at The Westin Camino Real Guatemala, responded to this review, 25 February 2014
Dear guest,

Thank you so much for your time filling this survey in, it is a very important source of information to know our guests experience through their feedback, your comments will help us to improve the high service in each of your visit. We are really sorry for your additional comment about our service to clean your room; we apologize for what happened, we can assure you it is not usual case, but we have transferred this information to the appropriate department, .

However excuse us on behalf of Westin staff for the inconvenience you experienced. We hope to see you soon in Westin Camino Real Guatemala.

Very truly yours,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Singapore, Singapore
Level 3 Contributor
14 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 23 February 2014

While there are not many alternative when staying in the capital I can assure you that any of the others are better suited for you.

In an average year, I spend 250 nights on the road, almost all of them in hotels. When I arrive to a hotel room, there are certain things I expect as a minimum, one of them is drinking water. In some places tap water is fine, in those where it is not recommended to drink tap water (like Guatemala), hotels provide a couple of drinking waters for free. That is almost an unwritten rule. Yet the people at the Westin feel that this does not apply to them. Worse, they give you 4 bottles and in a large font they advice you to keep hydrated, yet in the very very small print below it says that the bottle costs US$2.75. So not only are you forced to buy water from them (if you arrive at night you would be crazy to walk to the closest convenience store in one of the most dangerous places in the world), they feel the need to trick you into doing it. It shows how much they respect their customers. In addition, they also charge you for tooth paste, which has happened to me in other place, but it is very rare these days.

Other things to highlight:
- Internet is expensive and basically unusable during peak hours
- Service is average
- Food is barely ok
- Some of the rooms (I have stayed a few times, sadly) are old and musty

Other hotels are cheaper and while they do not provide much, they are far cheaper and offer the basics, something the Westin does not even do. You are better elsewhere

Room Tip: Stay somewhere else!
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  • Stayed February 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank mschwarzg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ximena R, Gerente at The Westin Camino Real Guatemala, responded to this review, 25 February 2014
Dear guest,

Thank you so much for your time filling this survey in, it is a very important source of information to know our guests experience through their feedback, your comments will help us to improve the high service in each of your visit.

We are really sorry for your additional comment about our prices and the smelling in your room, right now we are in the process of remodeling, very soon you will enjoy a completely remodeled hotel; we apologize for what happened, we can assure you it is not usual case, but we have transferred this information to the appropriate department, .

However excuse us on behalf of Westin staff for the inconvenience you experienced. We hope to see you soon in Westin Camino Real Guatemala.

Very truly yours,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level 6 Contributor
112 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed 22 February 2014 via mobile

I could write pages about the experience; only a few short sentences would be positive....in short they will nickel and dime you ( almost $8 usd for a bottled water) and you will most likely not get your room serviced because of their crazy policy to ask you permission to clean your room...of course that would mean you need to be in your room when they knock....the front desk is no better, unless you like being ignored.

Stayed February 2014
Helpful?
1 Thank Jildac
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ximena R, Gerente at The Westin Camino Real Guatemala, responded to this review, 25 February 2014
Dear guest,

Thank you so much for your time filling this survey in, it is a very important source of information to know our guests experience through their feedback, your comments will help us to improve the high service in each of your visit. We are really sorry for your additional comment about our service and the permission to clean your room; we apologize for what happened, we can assure you it is not usual case, but we have transferred this information to the appropriate department, .

However excuse us on behalf of Westin staff for the inconvenience you experienced. We hope to see you soon in Westin Camino Real Guatemala.

Very truly yours,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Usingen, Germany
Level 6 Contributor
185 reviews
86 hotel reviews
common_n_hotel_reviews_1bd8 73 helpful votes
Reviewed 15 February 2014 via mobile

Stayed 3 nights again earlier this month as I typically enjoy the service. While bellboys can be called neutral quality at best this time, reception greeted me as regular guest and kindly gave me an upgrade to a suite on floor 3. The rooms were spacious but probably owing to long-awaited renovation works goind on this as well as other floors carpets and curtains were rather dirty. They are replacing the outside windows which causes lots of dust also in the corridors but should hopefully bring about better noise protection. Breakfast buffet is abundant, albeit they already start at 10 am instead of 11 as front office was telling us to clear much of it. Nevertheless, attention and service was very warm and nice to the extent that a good soul had realised I was looking in vain for fresh fruit and brought me a plate with selected fruits to my table! Pool is nice and well kept, service poolside ok for a hotel this standrad and I do recommend the deep tissue massage. Mine was hardly 45 instead of the 55 minutes indicated in the price list but produced the desired results very nicely. I trust that next time with renovation being finished and dirt gone, my colleague who accompanied me will also finda. Nice room - this time he had to spend two days in a room without a single window, something that should not exist or being compensated pro-actively by the otherwise friendly and attentive staff.

Stayed February 2014, travelled on business
Helpful?
Thank 2worldtravelers13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ximena R, Manager at The Westin Camino Real Guatemala, responded to this review, 17 February 2014
Dear Guest,

Thank you so much for your time filling this survey in, it is very important to receive such appreciation from our guests, this help us to improve every day. Thank you for your additional comment about our renovation, hope that your next visit will find our remodeling completed.

We hope to see you soon again in Westin Camino Real Guatemala.

Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Fairfax, Virginia
Level 3 Contributor
12 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 12 February 2014

Very nice hotel in Zone 10 near the airport. Excellent buffet breakfast. The only problem I had was the staff who seemed cold and indifferent. The front desk was not helpful at all.
They were more intent on doing there paperwork than answering questions from a first time visitor.

  • Stayed January 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Kevin O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ximena R, Gerente at The Westin Camino Real Guatemala, responded to this review, 15 February 2014
Dear Guest,

We are very sorry for the inconvenient you had during your stay, your comment will help us to give our guest a high service in each of their visits. The problem you mentioned with our front desk personnel will be notified, for us give an excellent service is the most important. Again thank you for the time it takes to respond our survey. This is very helpful to receive guest’s feedback which helps us to improve.

We hope to see you soon in Westin Camino Real Guatemala.

Very truly yours,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
Level 6 Contributor
258 reviews
80 hotel reviews
common_n_hotel_reviews_1bd8 109 helpful votes
Reviewed 22 January 2014

The location is good, in Zone 10, which appears safe & there's a few good restaurants & shopping centres nearby. The staff are generally very friendly & helpful, although the concierges vary a lot in terms of their ability to know & recommend restaurants, etc.
The rooms are large & well laid out.
Again you have to pay for the internet & it's erratic at best. This is ridiculous & hotels need to start providing quality internet access within the room price if they're to be serious about business people staying!
The hotel use an external tour company, which I believe is called "Martin" for airport transfers, etc. Do not use them as they're a complete rip off. USD$25 for an airport transfer that's all of 5-10 mins & the local taxis only charge $8. The hotel also booked us with this company to visit Antigua & again they were expensive & inflexible.

Room Tip: Get as high a floor as possible, ideally not overlooking the road in order to avoid noise.
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  • Stayed January 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Razzi-B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ximena R, Manager at The Westin Camino Real Guatemala, responded to this review, 25 January 2014
Dear guest,

Thank you for taking the time of writing this review from our hotel. It´s a pleasant received such amazing comments which help us to keep our high service standard. Your compliments are really a positive stroke and push us to keep a high standard personalized service toward our guests.

We hope to see your soon in Westin Camino Real Guatemala.

Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Westin Camino Real Guatemala

Property: The Westin Camino Real Guatemala
Address: Calle Camino Real 0-20, Guatemala City 01010, Guatemala
Region: Guatemala > Guatemala Department > Guatemala City
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Green Hotel in Guatemala City
#2 Spa Hotel in Guatemala City
#3 Luxury Hotel in Guatemala City
#6 Romantic Hotel in Guatemala City
#11 Business Hotel in Guatemala City
Price Range (Based on Average Rates): ££
Hotel Class:4.5 star — The Westin Camino Real Guatemala 4.5*
Number of rooms: 274
Reservation Options:
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Also Known As:
Westin Camino Real Hotel Guatemala City
Westin Hotel Guatemala City
Westin Guatemala City
Guatemala City Westin
The Westin Camino Real Guatemala Guatemala City

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