This is a nice hotel, but the experience was marred by us being overbilled for rooms, followed by poor customer service when my husband tried to resolve the matter.
First, let me say that the showers are great and the rooms modern. It was a bit pricey, but we wanted a no-hassle situation as we were visiting the cloud forest and the Galapagos on tight schedules. It seemed a good fit.
The first night, we arrived around midnight and checked into our room. We were being picked up at 6:35 the next morning to go the cloud forest and the gentleman behind the front desk assured us that, although the breakfast technically did not start until 6:30 a.m., there was no need for a box breakfast or restaurant take-out as there would be food available by 6:20 a.m.. At 6:20 no food was available. A little after 6:30, some items were ready, but most wasn't. We grabbed what we could as we ran out the door.
My husband had tried to check out when we got downstairs, but the front desk staff told him that they were busy and could not do it then. In the confusion, he forgot to check out and the staff ran and got my husband off the van as we were trying to leave. The staff informed my husband that the rate was about $40 more than the rate stated in our email confirmation. He did not have time to argue, did not have a print out of the email, and we were returning in a couple of days, so my husband figured he would deal with it then. He paid.
When we returned two days later they let us check in a little early, which was nice. They also provided a free toothbrush and deodorant for one of our kids, so my husband decided to let the earlier overcharge slide.
The next morning we had to leave at 6:00 a.m. to get to the airport in time for our flight. Wouldn't you know it, they overcharged us again! And again, we did not have time to argue, as our cab was waiting. My husband paid and vowed to follow up with the main business unit.
He went on line to file a complaint with Holiday Inn Express, which sent an automatic response saying they would contact him within 48 hours. Four days later, he got an email saying that they could not see our billing, but they had contacted the Quito hotel and my husband should hear within 48 hours. It has been more than three days, and he has heard nothing.
Given the overbilling, the aggravation and the associated poor customer service, I cannot recommend what should be a good hotel.
- Official Description (provided by the hotel):
- Holiday Inn Express Quito Hotel is located at Francisco de Orellana Avenue, one of the most important in the Ecuador's capital city. It is situated in the financial and commercial area, surrounded by state-of-the-art shopping, cultural and tourism centers. 45 Minutes away from new Mariscal Sucre Airport in Tababela. Its location offers immediate access to the trendy area of the city with local bars and restaurants and the wonderful Old City of Quito, Cultural World Heritage Site. Its modern architecture is aesthetically and functionally integrated to a house built in the 50s, considered to be City Heritage. In an environment of great hospitality and excellent service. Holiday Inn Express Quito Hotel welcomes you to Quito and Ecuador. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Odigeo, Ebookers, Expedia, Hotels.com, IHG, Priceline, Traveltool, S.L.U., TripOnline SA, Cancelon, Evoline ltd, getaroom.com, HotelQuickly and HRS so you can book your Holiday Inn Express Quito reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Holiday Inn Express Quito Hotel Quito