Hotel Mocawa Plaza — Hotel in Armenia

An excellent location. Ample and wide parking. Starting the entrance: the service is excellent. The security guard attends you with a smile and offers his help to locate you in the best place. The lobby is large and you feel relaxed from the beginning of your stay. The check in is super fast and very professional, the attention is immediate. I arrived at night and was attended with great kindness and the hotel offered me great dining options taking into account the time of the night. During my days at the hotel I was able to experience a qualified service, enjoy the pool which has a very special view to the mountains and a heated jacuzzi with delicious and friendly music…super well attended by a group of highly qualified people. The restaurant on the 3rd floor is excellent. It is very well attended by the staff and I found the chef to be superlative, I recommend the double grill burger or the Nevado and for easy dinner the cordillera soup. The natural juices are a Must. The breakfasts are buffet choice and there is a wide variety of options that make you feel satisfied. The rooms are spacious and offer an isolated place from outside sound, the air conditioning is excellent and those in charge of the operational duties are always pending and ready to the order of any request. The staff in charge of cleaning the rooms does a fabulous and impeccable job. The hotel staff is always ready to act and help with a friendly smile that puts you at ease and gives you peace....

I want to be totally fair reviewing Mocawa and I will start by saying that the receptionists were kind and friendly specifically the girl from Venezuela. I forgot her name and Diego.|My disappointment started with the limited menu and if you ask for something else their response is " We are not allowed to offer anything out of it". |If you want to eat by the pool the food will take forever to arrive. When you ask why was it taken that long their answer was " You better eat at the third floor because everything comes from there and the staff has just one elevator". Then, on a Sunday afternoon I asked for coffee and their answer was. We do not have coffee on Sundays!!!! What!!! I went to the reception desk and it was the same answer. But 10 minutes later Diego showed up with a cup of coffee. How can you be at a hotel of 4 starts located on the coffee bean area and don't have coffee for guests.|Towels in the bathroom very limited.|This hotel might be good for one or two days. But not for 11 days. After the third days truly...

Title: Traumatic Experience and Poor Service - Avoid This Hotel

I recently had a horrendous experience at this hotel and strongly advise families to avoid staying here. My mother, sister, and I were traveling with my two kids and were denied our stay because we did not have their physical passports.

To make matters worse, the hotel staff escalated the situation by calling the police to verify my children's identities. This was extremely traumatic for my kids, who were understandably scared and confused by the ordeal.

Despite the inconvenience and distress caused, the hotel refused to refund our money. Our experience was a nightmare, completely ruining our trip. Traveling such a long distance to enjoy this beautiful country, only to be treated so poorly, is unacceptable.

The manager, Jorge Villate, demonstrated poor attitude and service, adding to our dissatisfaction.

Save yourself the trouble and find a place that treats its guests with respect and understanding. I will not recommend this...