El agua caliente no funcionó, nos pasaron de habitación y fue el mismo problema. Las sábanas olían a humedad y por la forma del hotel, cuando las personas entran hay mucho ruido y no pudimos descansar.

Great customer service. Clean facility

In order to contact staff had to use WhatsApp

The included breakfast was phenomenal! The staff was friendly and helpful. I have never had such comfortable bed, bedding and pillows. I would have taken it home if possible! The room was large, clean and up to date! We will definitely be back!

A little noisy in the morning but nothing that would keep me from booking again.

The hotel was very centrally located and the breakfast was amazing with amazing views.

The shower did not really have any hot water. You had to run the water for over 10 min (what a waste) to get room temperature water.

Roof terrace restaurant and breakfast portion

1. Could not check in on time despite dropping bags 3 hours earlier and being allocated a room. 2. Smallest hotel rooms ever. 3. Gamble if you get hot water. 4. Awful internet 5. Cleaner left my door ajar. Could have been robbed. 6. All fruit and vegetables served for breakfast (not platinos) came from a tin. 7. When asked for a manager there was never one available, perhaps why the hotel has such poor service. 8. Trip desk is super overpriced. Bus to Mexico, $100, agency in town $60.

Nice room and nice roof top restaurant with view.

Property was doing maintenance early in the morning so it was loud

The hotel is great. All the amenities, location, and rooftop patio are all amazing.

Early morning construction noise in the room next door - The first hotel I stayed at in Antigua did not have air conditioning, and I found it too hot to sleep. Exhausted, I booked a night here, since they had air conditioning. At 7:30 in the morning I was awoken to the sound of construction in the room next to me (and I think maybe the roof above me too). It kept up all morning. I'm not sure what El Carmen could or should have done before I checked in, or after I complained when checking out, but obviously this was a big problem for me.

Beautiful property! great views from the terrace 😊

the shower takes to long to get warm but not a big deal because the weather was hot.

The location was amazing, rooftop bar was cute. Very friendly staff till a certain point.

The AC unit in our room was dripping cold water directly onto my friend's bed/pillow. On our last day a sizeable golf-sized piece of ice fell down from it and could have hurt my friend. Told staff about it and they did not seem to care. Before that moment, the staff had been very great.

the decor of the room and the hotel were beautiful! the staff was kind and helpful. the location was great!

I liked everything

In center of Antigua, can walk to anything, great rooftop restaurant

great breakfast!

no windows in room

The hotel was in the perfect location. walking distance to everything! The bed was comfortable, the rooms are clean. The restaurant was delicious and great service all around!

location, staff, cleanliness

horrible lighting, no chair in n the room, no full length mirror, could not get the tv to work

great location. beautiful rooftop.

The location is great and in the center of everything. There’s a restaurant upstairs. There was an AC in the room and the staff were very kind and attentive.

The room is a lot smaller than the pictures make it seem, you can barely walk into the bathroom and close the door behind you. You can hear everything through the walls.

it was very clean

the water filters in the rooms appeared dirty (was the only thing not clean)

location

somehow staff gave my suitcase to stranger people when they was leaving for different places- I totaled understand mistake but they laid to me ab it saying that someone left with the key for the room where baggage was kept. lucky i had airtag in my bag and i was able to see the location of my luggage and when i seen that was in airport area i had heart palpitations. I have ask manager when bag will arrive and he laid again saying in 5mins, i have asked him to call driver and check where is bag right now. Manager wasn’t that brave to come out from office talk to us ab and explained what happened instead he was sending reception staff. The girl said to us we can have anything from restaurant/bar so in the evening still waiting for a bag we went for something to eat-nothing crazy and waiter said its supposed to be just drinks for that inconvenience. we waited 5hrs for suitcase to be back in hotel. rooms smelling of terrible chemical products-which will effect your lungs or mustiness. If you can avoid this place. on check out another manager was having issue with towel which i have used. i have red hair so every time im washing hair dyer is coming off but this is just matter of washing. perhaps hotel should advertise that they not happy having people with colored hair. overall bad experience with extremely bad customer service. avoid avoid avoid