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"I liked everything in my room, the only thing that wasn’t working properly was the faucet to switch the flow of water in the tub"

"Th room was comfortable and spacious, hot tub warm and excellent view of the city. The staff is very helpful and kind. Breakfast was also great, had a nice stay. "

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"Great breakfast and staff very friendly "

"Hotel El Carmen with all its extremely kind people was beautiful. Especially dining on the rooftop terrace was such a treat every morning and night. Food was delicious. Location is excellent, you can walk everywhere and it was very safe."

"Great place, a bit noisy. "

"Overall, I had a positive stay. The property is beautiful, rooms are clean and as described, and most staff were friendly. However, I had one very disappointing experience. I extended my stay one extra night because my sister and I were doing the Acatenango overnight hike and needed a safe place to leave our belongings and shower after, we were not even planning to sleep there. The front desk confirmed availability, we paid, and no one mentioned we might need to switch rooms. The next day, right as we were about to start the hike and lose service, I received a message saying we needed to return to move rooms. This was impossible. If we had been told beforehand, we would have packed or taken valuables like our passports and jewelry. Instead, the hotel said staff would pack and move all our belongings, we agreed because this was genuinely the only option but were very uncomfortable. While I understand they were trying to help, this was very uncomfortable and caused stress during the hike since we had no control over our things. When we returned, everything was there, which I appreciate, but the situation could have been avoided with better communication. After checkout, I asked for a manager, the front desk was dismissive and only called after I asked multiple times. The manager said she would follow up after I requested compensation, but I never heard back. Great hotel overall, but this situation showed a lack of communication, accountability and follow-through."

"Had a wonderful stay breakfast is very delicious.. staff very friendly "

"Highly Recommend clean, customer service Top Notch Vey much recommended "