I regret not paying closer attention to the Trip advisor reviews before booking my stay at the Dann Carlton Quito for the latter portion of my vacation in Ecuador.
I ‘d like to start by stating the Dann Carton is classified as a 5 star luxury hotel and I paid a $200 base rate which is considered extremely expensive in the Quito hotel market. I selected the property with the expectation that the company would provide me with a luxury experience and comfortable stay. Unfortunately, the hotel allowed an out of control private event to become so noisy and disruptive to have negative impact on a significant portion of its paying guests. I spent three hours going back and forth with the night manager asking him to enforce the hotels guest policies regarding noise complaints instead of sleeping. My experience was so outrageous and unacceptable that I feel compelled to warn other potential guests (both tourists and business travelers) before making the terrible mistake of booking this property.
The private event was for over 150 college graduates in the penthouse facility located on the 13th floor. At 10:30 PM, a DJ started the music at such a loud volume that I could not hear the TV in my room from 4 floors below the event room. I rode the elevator for a few minutes to locate the source of the noise and then contacted the front desk. I was promised a return call after making the report which was subsequently ignored. I went to the lobby to speak with the manager in person. I spoke with the night front desk manager, Mr. Manuel Diaz, and his associates Juan Pablo and Juan Andres. I asked the team to speak to the party coordinator and have them lower the music so I could sleep. I suggested that they might even determine an appropriate quiet down time so that me and other guests would be able to sleep. I suggested 11:30 PM or 12:00 AM as a reasonable time. Instead, Mr. Diaz wanted me to be accountable for the problem and requested me to pack and move at 11:15 PM so that he wouldn’t have to deal with the unpleasant task of confronting the hotel’s unruly event guests.
I refused the offer and told him it was unacceptable to me or any other paying guest to relocate at the hotel because of another guest’s unwillingness to respect the hotel noise policies. I asked him to accept responsibility and address the event coordinator and resolve the problem himself. I had Mr. Diaz and his associate come to my room to hear the problem firsthand. Both men acknowledged that my room noise was completely excessive and that they could feel the sound vibrations against the windows and walls. They stated the problem extended to all 32 guest rooms and public hallways located on floors 9 to 12, and we all acknowledged that the noise carried through to the lobby level when we rode the elevator together. While downstairs, both Mr. Diaz and his associates acknowledged that many complaints were phoned in from room guests throughout the evening. Mr. Diaz went upstairs and asked the event coordinator to lower the music, which they did immediately. He returned to my room and we agreed I could sleep now that the music was lowered. About 10 minutes later, the event guests willfully increased the volume even louder. Mr. Diaz and I spoke again, he went back upstairs and stated event coordinator didn’t care about the policy and she wanted to keep the volume louder regardless of the guest complaints. Mr. Diaz now stated that the he would monitor the party to keep the volume down. He stated that should the coordinator and guests continue to abuse the noise rules, he will exercise his authority as manager and shut the party music off. This promise was made at 12:00 AM. I gave him another half hour to address the unruly guests and fix the problem. Instead at our next conversation, Mr. Diaz confessed he choose to negotiate with the party coordinator and admitted he was intimidated by her and her group of 150 drunken graduates. Instead he posted a security guard at the event room that did nothing to abate the noise. Mr. Diaz ignored his managerial duty to enforce hotel policy and cancel the party. It was his responsibility to enforce the noise policy and create an environment that will allow guests to sleep in peace.
I don’t understand his refusal to fix the problem. If both he and the security team couldn’t handle the party, or if they were threatened in anyway by the drunken group, it was their responsibility to contact the police and have the group removed. Instead he allowed the noise to continue to the end of the event at 2:00 AM. When I confronted him at 1:20 AM, he was hiding in the front desk office and spoke through Juan Andres. I insisted that he come out of hiding and speak to me directly. I told his it was his ultimate responsibility to solve the problem and that I expected him to do so once and for all. He finally got on the walkie-talkie and signaled the security team to meet him on the 13th floor. In the meanwhile, I had the opportunity to speak with 4 staff members who told me this was an ongoing problem and that they all hold Mr. Diaz and the hotel management responsible for their unwillingness to enforce policy. Both front desk clerks admitted the noise was excessive and they received several complaints all night long. Both security guards stated to me that this always happens during events and that management refused to enforce noise complaints and they willfully make the paying room guests suffer and give preferential treatment to event guests. They all stated that this is an ongoing problem that has a serious impact on both guests and creates a negatively charged atmosphere in their workplace that doesn’t need to exist. I spoke with most of the guests on my floor as late at 2:00 am and they were unable to sleep as well and were outraged by the situation.
The bottom line is that he hotel should be in the catering business only. They prioritized the comfort of their event guests over the hotel guests and create a miserable guest experience for those sleeping at the hotel. They give a paltry excuse that because the city allows liquor to be served until 2:00 AM, renters using public facilities feel they can do whatever they want in that space. This reason is illogical since they are renting a private space.
Mr. Diaz made a conscious decision to sacrifice the comfort of 32 paying hotel guest rooms because he was unwilling to shut down the music on a group of drunken students. Apparently he is unable to handle the responsibilities of his job. Furthermore it is apparent that he has no support from the general management given the fact that these problems have been reported on Trip Advisor for a few years now. Dann Carlton is shameful to allow this kind of atmosphere in their workplace and they don’t deserve the support of their clientele should they choose to continue to operate in this manner.
In retrospect, I regret not paying close attention to the feedback of other reviewers which has been so valuable to meet when traveling for work and pleasure. After reviewing the member feedback, I saw extensive history of noise complaints with no remedy. It is clear that prospective guests should be fully aware that there is no guarantee of a peaceful stay at the Dann Carlton Quito location. I can’t believe a group drunken graduates was permitted to continue at excessive volume until 2 am in the morning while the property was sold out. Also of note, most guests were high paying tourists and corporate executives attending on site conferences. The guest roster included business travelers from globally recognized firms including Novartis, Glaxo Smith Kline, Pepsico, Claro Telecommunications, and Bureau Veritas Credit Services amongst others. In actuality, all guests were violated and denied the right to a proper night of sleep at the expense of a weak manager and a hotel that refuses to enforce simple policies of controlling unwanted behavior. It is clear the preference was to support and validate the behavior of rowdy party guests.
Nobody should be subjected to this kind of abuse when paying for a service. I stated my case here and I negotiated a $200 discount. Furthermore, I will forward this complaint to general manager Vladimir Carrera in Quito and the corporate team in Colombia. I hope that other guests were as forthright as I was and got a refund and got out of this nuthouse. Another event was planned for the next night again until 2:00 AM. As for the corporate guests, I am certain they will share their experiences with their own corporate events planners and recommend that this hotel be removed from their approved resource lists.
The whole experience was disgraceful.
- Official Description (provided by the hotel):
- !Cool, elegant and classic! Quito is the capital of Ecuador has the largest and best-preserved historic center in Latin America; it´s the second highest capital in the world with an elevation of 2,850m above sea level. Its heritage treasure houses Churches, Museums and Cultural Centers. The Hotel is located in the heart of the financial and business center. It is close to the main shopping centers such as Quicentro, United Nations Avenue, Atahualpa Olympic Stadium and just two blocks from La Carolina´s Park. The hotel has 210 rooms, swimming pool, gym, restaurant, bar and 12 meeting rooms for corporate and social events with capacity up to 1100 people. ... more less
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