Diplomatic Hotel — Hotel in Mendoza

I will copy paste the unanswered email my husband sent the GM almost a month ago:

Dear mister Santiago Alsina,

My name is Menoodj Bharatsingh I am from Holland doing business in Mendoza. I wanted to write you this email as a business owner and guest at your hotel. As I am having a project in Mendoza and traveling a lot to Argentina back and forth, I am staying in different hotels since 3,5 years. So also as for this time. I have stayed in Hyatt, Sheraton and other high-end places. Not only to see the quality of the hotels but also as a future partner as my business will be in tourism. So far I have been enjoying my stays here in the different hotels. And I must say that the first impression of your hotel and the nice and helpful staff (in the beginning) helped me to put you on a high rating. But as our stay continued (we booked for 14 days). I have been noticing and been annoyed by a lot of aspects which I think is not appropriate for a five star hotel. Also as I have a lot of experience in customer journeys in tourism. So I just wanted to point out the things that I think it should not be like it is: All staff members saluting in Spanish, some of them even respond in Spanish when talking English back.None of your staff members are welcoming the guests when entering the door. In the 13 days we have been greeted once. They don’t even have friendly faces when you arrive at the parking. All bell boys, except a for a blonde guy, who was the only one daring to say hi in our last day.All staff members are using guest elevators for all purposes, this makes even the guests wait for a long time with elevators, crazy right? This is a cause of immediate dismissal in so many other hotels, particularly when having staff elevators right next to them.As advertised on the website we should have had an espresso machine and a welcome drink by arrival. We are staying in room number 1903. These things where not available. The greeting of the parking, bell boys and reception are the one that made me really not feel welcome at your hotel. I am an easy going person and not that difficult but these things for me where a no-go. In tourism this is what your clients first see when entering. Also by checking-in we had to pursue the reception if they could please iron our shirts as we had a wedding. After much begging they finally arranged it but the first answer was “no podemos”. We have called the reception many times from our room to ask if we could be connected with Salentein, Cacheuta… and many others. We made more than seven calls and every time we where hanged up on the phone and not called back. Also on the TV a message appeared that your hotel did not pay the cable provider bill and the service would be cut the following day. I find these things very disturbing and I thought these are things that you should know are happening. Tomorrow we are checking out and we are returning in November. But we don’t know if we will stay here a second time. Perhaps it is time to give it a last chance to the one five-star hotel I have yet not discovered. This far the staff, service and customer experiences we have found the best in Sheraton. I believe this hotel has all features but you have plenty of room for improvement, specially on training and development. Thanks you very much for reading our email. With kind regards, Menoodj Bharatsingh PS I think we will definitely meet in the future as we have similar connections in Mendoza and we will start our business in 2021. Would be...

We arrived on Sunday October 27, 2019 At check in we asked to change 10 dollars in pesos, we were told, come back later, we don’t have enough money. Came back 3 times during the day since the banks were closed, same answer. The rooms were not clean, and the air conditioning in the room was not working. Apparently the staff can control the temperature from the front desk, despite the settings on the thermostat. Went down another 3 times to the desk, requesting either to fix the temperature or to change the room. I got a lot of excuses including the thermostat is complex to operate, maybe you put it on fan only, maybe you remove the key from the entrance slot. None of these were an accurate response to what was going on. Finally the temp was fixed. The following day, I left a note in the room, requesting not to remove my key from the slot required to make the AC and lights work so as to keep the ac cooling the room down. Came back in the afternoon, the room was a sauna, for the 4th time in 24 hrs I had to go down and complain about it. It fixed immediately, which means, there was no mechanical problems. It was all staff induced even after my 3rd request to have the room at a cooler temperature. I can’t understand how you can call yourself a 5 star hotel if: the AC is constantly turned off, the front desk is incompetent and goes against guests request, no iron, coffeemaker in the rooms, walls are extremely dirty, the maid left her cleaning materials in the room after we had checked in (I honestly have no...

We been coming to this hotel for years it was great but unfortunately is not a 5 star hotel anymore but they charge you like one, not worth it anymore. We arrived at 10pm tired, after traveling all day and when we got in the room there was plaster all over the room, it was a mess, we ask for a different room but the hotel was full so we just had to deal with it and wait until the next morning for the room to be cleaned, very disappointing, not to mention absolutely nothing was offered in compensation at all.

Lots of things need maintenance, bathrooms specially, falling apart, the towels are so old that they feel like sandpaper, horrible, turning the light on in the bathroom was like starting a 1945 truck, the fan was so loud and so old that I thought it was going to take off at some point.

Minibar only with 2 bottles of water, very poor for 5 star hotel.

I understand that after/ during the pandemic could of been difficult to maintain/repair things but in that case, stop charging people like if still was a 5 star hotel, put prices down, it’s a 3 and a half...