Ciudad Vieja Vacations

Really nice place to stay

I was very disappointed with the way our checkout was handled. First, the hotel charged us for a “soiled towel.” Towels are provided for normal guest use, and naturally they can become soiled during a stay. Unless a towel was permanently damaged beyond normal laundering, I do not understand why a guest should be charged for it. Attached pic front desk shared us Second, although breakfast was represented as complimentary, we were charged 22 quetzales for an additional lemonade. I paid with 100 quetzales, but the remaining 78 quetzales was never returned to me. What was most uncomfortable was the checkout process. We were not allowed to complete our checkout until hotel staff went to the room and inspected it. We were then held up over a complaint about a soiled towel. This made us feel as though we were being treated with suspicion rather than as paying hotel guests. I understand that hotels need to charge guests for genuine damage or missing property. However, a used or soiled towel should not automatically be considered damage. If the hotel believes the towel was permanently damaged, I would like an explanation of the specific damage and the basis for the charge. I would appreciate a refund of the towel charge as well as the 78 quetzales in change that was never returned to me. More importantly, I hope management reviews how this situation was handled so that other guests are not put through a similar experience at checkout.

Todo muy bien

It was a good small room, and the hotel had a beautiful view