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"The hotel itself was absolutely beautiful, and the room was clean, comfortable, and visually impressive. The bed was very comfortable, the shower had hot water consistently, and overall the property had a high-end appearance. While the shower pressure could have been stronger, the accommodations themselves were enjoyable. Unfortunately, the service experience did not match the quality of the hotel. Throughout my entire stay, there was only one staff member at the very end of my trip who spoke English. Communication was extremely difficult during my stay, which made several situations frustrating and stressful. I was also disappointed by the attitude and lack of friendliness from the reception and staff members overall. For a hotel of this caliber, I expected a much more welcoming and hospitable environment. Additionally, I was surprised that there was no elevator available. I traveled with several heavy bags, including a large speaker that I used almost daily, and having to carry everything up and down the stairs was very difficult. Another issue occurred when I was told I may be charged extra for a towel that had makeup on it. I had to use a translator to help explain and defend the situation in order to avoid additional charges, which was uncomfortable and unnecessary. That said, I do want to recognize Sergio, my server, who was very kind, polite, and friendly throughout my stay. I also appreciated the gentleman who initially helped bring my luggage to the room."

"Although the room was clean, it was very musty and wet smelling. Even with the air conditioner running, it did not seem to help. I found it difficult to communicate with the property, even in Spanish, because it took a long time for messages to be answered and the phone numbers for the property did not work. Although I wanted to get airport transportation on arrival and the hotel had my flight information to confirm a transfer, I couldn’t communicate with them when I arrived. I had to get a taxi from the airport. I wanted to like the property but until the musty room and communication gets better, I will likely choose another location on my next visit. Please update the contact information for future guests."

"Super clean and the bed sheets smells wonderful. Great transport to the airport for $25 us."

"The airport shuttle did not meet us after our flight, even though I had contacted the hotel in advance and they confirmed pick up. Very disappointing. The shuttle did take us back to the airport which was convenient. The hotel is terrible at responding to guests in advance if a stay. They eventually responded when I emailed (to organise the no show airport shuttle). There was a grumpy, unhelpful guy on duty at the front desk when we arrived. Even though the hotel was practically empty, they were unable to put the two rooms we had booked near each other. I had requested this at the time of booking. Other than that, the breakfast buffet was not bad, the outdoor pool was lovely...cool, and big, so great for laps. The rooms are dated, and ours was a bit dusty, and definitely in need of refreshing. The beds were comfy enough. The hotel is very close to the airport...just 5 minute drive, so great for quick layovers. It's about 30 to 40 minutes drive to the centre of Santa Cruz"

"Great location. Staff members are very nice and helpful, especially the front desk's. Room was sizable. "

"Clean and functional. Good location too."

"A very conveniently close hotel to the witches market and San francisco church. Their food and staff was amazing. There is a cuban restaurant walking distance from the hotel. Very close to main attractions and in a quiet street near food. I would stay again."

"Friendly staff"

"I enjoyed everything about this property. The only thing that could use an improvement is the breakfast food. I wish there were more protein options. The rooms, staff, and wi-fi were all great. Javier was always helpful and courteous."