Hilton Guatemala City

I had a bad experience with the staff not informing me about the early check in process and with the receptionist when trying to do an early check in. Made it very hard while having an eight months old baby.

A beautiful property but hotel was poorly staffed. This is not a 5 start property -Did not honor reservation arrangements. -Did not honor executive benefits. Got placed on standard room -Got locked out of room multiple times due to door not working properly. (When traveling with kids this is horrible). -Son was sick, staff did not answer the phone in the middle of night when he needed help. -No room service. Order water for sick son. Had to go downstairs to get it ourselves -No good comunication between front desk and restaurant. -No hot water in the room - No heating in the room -Jacuzzi never worked. Luxury is not a priority. But family safety is and due to staff not answering the phone when help was needed and during stressful times, that was very scary.

There are no refrigerators in the room as when it was the Vista Real. Now that it is Hilton they have taken out the amenities we loved like free water in the room. It is a nice place but for the difficulties with the traffic and its distance to everything, it is no longer a priority on as a place to stay for myself or my family.