** BEWARE: We have stayed ALL over the world at this point and have never had any place ask to write down our CC info, TWICE ** The place itself is STUNNING. Stayed here for my 40th birthday and wow. The spa, the pool, the museum and artifacts were mind blowing. Here's the thing, our check in felt rushed, no real information given. We weren't told about their place on the hill, El Tenedor, we found out about it from a local that told us there was a free shuttle service since we were staying at the hotel. Isabella at the front desk seemed curt and like we inconvenienced her by being in her presence. Here's the thing, we're kind travelers. We tip our bellman, we say please and thank you and generally are easy people to please. For $400 a night, I guess I just expected to be treated with, I don't know, respect?! Years past, we've stayed places for my birthday, never mentioned it was my birthday but since scanning our passports, they knew and did something nice. Nothing like that here. That's OK. I didn't expect it, yet this experience felt like I was a nuisance. I didn't understand why Isabella asked to write down our credit card information when there was something at the front desk that said they would never ask to write down credit card information. Coffee service is set times, 6-9. No big deal, seems fair right? My partner went to get us coffee at 8:45 am on our last full day there and when it was empty the person just looked at him and said oh, well it's over. Is that because you want us to use the gross nescafe carmel latte from a machine in our room for $10? We're in Guatemala. We like the local coffee here. Again, it just seemed like we were inconveniencing the staff by just existing. However, there was also VERY lovely staff there, one woman showed me what a guayaba fruit was and showed me how to eat it. Such a sweet gesture for this unknowing PNW girl. The pool/spa service staff were LOVELY and very accommodating. Our check out was also with Isabella. We told her we were going to hike Acatenango and asked if we could get coffee at 5 am, she told us it wasn't possible, that it would be very difficult. She said someone gets there at 5:30 am to start coffee so it just wasn't possible. She wouldn't let us settle the food and beverage charges the night before, unless she could write down our credit card information. AGAIN. Why? We asked if we could drop the key in the box ( told us we could at check-in) but then told us we couldn't do that and they needed 5 minutes in the morning to check our room before we could leave. They treated us like we would be people who would trash their place ? When it came to check out, we walked up to the reception desk and there was coffee there. Why didn't Isabella just say there would be coffee for early morning guests at Reception? I guess I just don't understand what we did to this woman to make her treat us like she did. She could have just said, " Don't worry, there will be coffee for you when you wake up and walk to the desk in the morning." Not , NO WE CAN'T. Anyway, here's your bill, do you want me to write down your card number so you can drop your key?!?! It was a WILD experience. We won't be staying here again on our returns. The food is subpar as well as the bar and they put flags from the country you're from on your table. We didn't like that at all. HOWEVER, El Tenedor is a MUST visit. INCREDIBLE art and very hospitable service staff up there. Long of the short is sometimes you just get someone who isn't very kind or accommodating and that's OK, except when you pay $400 a night and can take your business elsewhere. I would say that you have management/leadership troubles here, or maybe you're just coasting on your event space and people needing to stay here for weddings and such but there's better places to stay in Antigua. Much better.