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“Really bad customer service and nasty pool!”

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Grand Hotel Guayaquil
Ranked #7 of 59 Hotels in Guayaquil
Certificate of Excellence
New York
Level 3 Contributor
16 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
“Really bad customer service and nasty pool!”
Reviewed 25 February 2014

We stayed at this hotel for a couple of nights in early January. The location and room were fine, no complaints there and the breakfast buffet was OK as well, very basic but enough variety. Waiters are not very attentive and you have to get them to bring you and/or refill your coffee, but that's not the end of the world. The receptionist staff, however, is quite rude and not helpful at all. We don't speak much Spanish and asked them to please confirm our flight for us since there was a snow storm on the east coast and we wanted to make sure our flight wasn't cancelled. They flat out refused to make the call for us! We stood there asking/begging them for the longest time, but they just kept saying no, no, no and then disappeared into a back room. I've never experienced this kind of rudeness from any hotel ever before. With respect to the pool: be very aware before going in! We watched the cleaning personnel water the flowers along the walls and the water that ran off the walls -- not so clean anymore -- went right into the pool. But even more disgustingly, when they cleaned the area around the pool with some sort of cleaning agent, they rinsed the nasty dirty water from the grounds together with the cleaning stuff right into the pool water! Yuk! Needless to say we never went into the pool.

  • Stayed January 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Runfarrunfast
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ventasghg, Director de Relaciones con Clientes at Grand Hotel Guayaquil, responded to this review, 3 April 2014
Dear client,

We apologize for the inconvenience you had during your stay. We have taken all the necessary measures to avoid situations like the ones you reported, starting to restrict/supervise access to trainees to areas focused to service such as the Front Desk.

We are striving day by day to maintain a friendly and warm atmosphere with efficient service.

We thank you very much for your visit and hope to have the opportunity to serve you again in the future.

Regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (43)
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iowa
Level 6 Contributor
134 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 55 helpful votes
Reviewed 19 February 2014

Unbelievable hotel near Malecon and Iguana park ib Guataquil! Outstanding service and beautiful rooms, pool and courtyard! Staff was most helpful genuine people! Even made us sandwiches to go as our flight left before breakfast time.

  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Robert D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ventasghg, Director de Relaciones con Clientes at Grand Hotel Guayaquil, responded to this review, 3 April 2014
Thanks for your kind comments!

We care about all our visitors, and feel satisfied when we are able to give a little more to make you happy.

Best regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Bruxelles
Level 6 Contributor
170 reviews
87 hotel reviews
common_n_hotel_reviews_1bd8 90 helpful votes
Reviewed 18 January 2014 via mobile

Hotel very well located just in the back of the cathédral and the little park of the lézards, near the nice walking on the brand new malecon and the former city renovated.
Pool àgainst the church with really nice flower surrounding!
Perfect service, good value, confortable beds and rooms and stuffs but noisy in front of the street!
Beter to ask a room at the rear!

Stayed January 2014, travelled solo
Helpful?
3 Thank Dominique55bruxelles
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Quito, Ecuador
Level 2 Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 15 January 2014

I use to travel to Guayaquil a lot, and sometimes for squash tournaments. Every year go to Grand Hotel Guayaquil means an interesting adventure. The accommodation is perfect and you have 2 squash courts, if you're a squash lover like me, you will find this amazing. The pool is really fun and the breakfasts are really tasty.

  • Stayed May 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Juan Carlos A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bucharest, Romania
Level 6 Contributor
110 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 62 helpful votes
Reviewed 23 November 2013

For a man going to the end of the world it was perfect. Best breakfast I seen in al lot of restaurants. The rooms are nice but let say a kind of 3 stars. The restaurant, for unch and dinner is OK, the beer is perfect and it is more or less central.
Nice staff ans safe stay.

Room Tip: The rooms with balconies to the central garden, with an iguana statue...
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  • Stayed December 2012, travelled solo
    • Value
    • Location
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    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Stoica D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Vancouver, Canada
Level 6 Contributor
111 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 65 helpful votes
Reviewed 20 September 2013

When you go to a business hotel, you expect to have at least good wifi, this is the worst service I ever have. You need to enter complex pins and the speed and signal is terrible from any side of the hotel (wifi @ your room...forget it !). For my, is kind of old fashion hotel, service is ok, restaurant is ok+, I wont use it again

Room Tip: ask for rooms that are not over one of the two main streets
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  • Stayed September 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank albertoColombia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cuenca, Ecuador
Level 5 Contributor
83 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 55 helpful votes
Reviewed 4 September 2013

Located in the heart of Guayaquil at walking distance to the Malecon, one block from Iguana Park, easy access. Rooms were cleaned, AC worked well, restaurant food was good at reasonable prices, the pool is beautiful!!! I will definitely stay here again.

Stayed July 2013, travelled with family
Helpful?
2 Thank Elizabeth S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ventasghg, Director de Relaciones con Clientes at Grand Hotel Guayaquil, responded to this review, 7 September 2013
Thank you very much for your kind words. Everyday we strive to provide the best, because we LOVE what we do.

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 Grand Hotel Guayaquil

Property: Grand Hotel Guayaquil
Address: Av. Boyaca #1615 | Clemente Ballen St, Guayaquil 090307, Ecuador
Region: Ecuador > Guayas Province > Guayaquil
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Spa Hotel in Guayaquil
#4 Best Value Hotel in Guayaquil
#4 Luxury Hotel in Guayaquil
#9 Business Hotel in Guayaquil
#11 Romantic Hotel in Guayaquil
#11 Family Hotel in Guayaquil
Price Range (Based on Average Rates): £
Hotel Class:4 star — Grand Hotel Guayaquil 4*
Number of rooms: 183
Official Description (provided by the hotel):
Situated in the heart of Guayaquil, adjacent to the stunning Metropolitan Cathedral, at only one block from Parque de las Iguanas and three blocks from Malecon 2000 Promenade, the Grand Hotel Guayaquil offers the best value at the best location in the city. Our cozy lifestyle hotel is a truly unique destination with every imaginable amenity catering to both business and leisure travelers alike. Choose from 183 spacious guestrooms and suites, ensuring you have a comfortable and relaxing night after a long day of work or travel. Our beautifully landscaped tropical pool, waterfalls and courtyard are tucked between the hotel and the Cathedral, with massive stained glass windows and an impressive garden wall creating an urban sanctuary unlike any other. Our rooftop sports complex is the largest of any hotel in Ecuador, with a state-of-the art gym, two squash courts, sauna, steam bath, table tennis, table soccer, pool table, a solarium and inspiring Cathedral views. Dining options range from a 24-hour coffee shop to the chic but casual Tortuga Bar and sweet treats at Galleta Pecosa Cookie Shop, one of Guayaquil’s favorite pastry shops. ... more   less 
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Also Known As:
Guayaquil Grand Hotel

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