Hotel de mi Pueblo — Hotel in Baños de Agua Santa

I’m genuinely baffled by how this hotel has a 9.1 rating on Booking.com. It seemed unusual to find such a highly rated hotel available during peak season in Baños, and we should have been more cautious. However, the positive reviews and high rating gave us confidence in our choice. We selected it for its convenient location near the centre of Baños and the promising reviews, but the reality was nothing like the photos or descriptions provided. Overall, this hotel is vastly overpriced for the quality of its offerings. Room Conditions: Our initial room had mold in the toilet and closet. The manager was rude, and we could hear loud noises from other guests, as well as every sound coming from neighboring rooms and the cleaning staff. Furthermore, the website for Miralindo Spa (which is a 30-minute drive from the hotel) was not functioning. Health Issues: We booked two "deluxe" rooms, one was supposed to have a jacuzzi and a view of the waterfall. However, at 1 a.m., we woke up with shortness of breath, sneezing, and coughing due to the mold (see attached photos). We requested a room change and were given a new room that lacked a jacuzzi and was dirty, with dust and hair on the bed, soap remnants in the shower, and plastic bags left behind (see attached photos). We had to accept it, as we were too tired to search for another hotel at 1 a.m. Refund Issues: The next day, we requested a refund for the remaining two nights, as we had prepaid for a three-night stay at check-in. Unfortunately, the hotel manager insisted on charging us the full government tax, Booking.com fee, and card fees for the entire stay, along with the room rate. What’s worse, they charged us the same rate for the downgraded room as for the one with the jacuzzi, claiming that "all rooms cost the same during holidays." This is simply untrue—we specifically booked the more expensive room for the view and jacuzzi. In the end, we paid 52% more for each room, which is outrageous. The poor condition of the rooms and hallways was beyond our control; we didn’t cancel because we changed our minds. Tax Discrepancies: Not only did we receive a moldy room initially and then a dirty one without a jacuzzi and a good view, but we were also overcharged. They applied a 15% tax when the correct tax for our stay was only 8%, as the government had reduced it to promote tourism. I'm wondering how many customers were charged 15%!

We are currently disputing these charges. We first tried to resolve the issue verbally, but the hotel manager refused to budge and insisted on the charges. We then attempted to address the matter through messaging, but our attempts went unanswered. As a result, we are now escalating the issue to the relevant authorities.

I want to warn others about my experience—please be cautious when booking with this hotel. It overcharges for what it provides and is simply not worth the price.

We have filed formal complaints with the taxation office and the Department of Tourism in Baños. Unfortunately, the manager (Juan Chauvin) was rude and his uncooperative behaviour made it impossible to have a...

I’m genuinely baffled by how this hotel has a 9.1 rating on Booking.com. It seemed unusual to find such a highly rated hotel available during peak season in Baños, and we should have been more cautious. However, the positive reviews and high rating gave us confidence in our choice. We selected it for its convenient location near the centre of Baños and the promising reviews, but the reality was nothing like the photos or descriptions provided. Overall, this hotel is vastly overpriced for the quality of its offerings.|1. Room Conditions: Our initial room had mold in the toilet and closet. The manager was rude, and we could hear loud noises from other guests, as well as every sound coming from neighboring rooms and the cleaning staff. Furthermore, the website for Miralindo Spa (which is a 30-minute drive from the hotel) was not functioning.|2. Health Issues: We booked two "deluxe" rooms, one was supposed to have a jacuzzi and a view of the waterfall. However, at 1 a.m., we woke up with shortness of breath, sneezing, and coughing due to the mold (see attached photos). We requested a room change and were given a new room that lacked a jacuzzi and was dirty, with dust and hair on the bed, soap remnants in the shower, and plastic bags left behind (see attached photos). We had to accept it, as we were too tired to search for another hotel at 1 a.m.|3. Refund Issues: The next day, we requested a refund for the remaining two nights, as we had prepaid for a three-night stay at check-in. Unfortunately, the hotel manager insisted on charging us the full government tax, Booking.com fee, and card fees for the entire stay, along with the room rate. What’s worse, they charged us the same rate for the downgraded room as for the one with the jacuzzi, claiming that "all rooms cost the same during holidays." This is simply untrue—we specifically booked the more expensive room for the view and jacuzzi. In the end, we paid 52% more for each room, which is outrageous. The poor condition of the rooms and hallways was beyond our control; we didn’t cancel because we changed our minds.|4. Tax Discrepancies: Not only did we receive a moldy room initially and then a dirty one without a jacuzzi and a good view, but we were also overcharged. They applied a 15% tax when the correct tax for our stay was only 8%, as the government had reduced it to promote tourism. I'm wondering how many customers were charged 15%!||We are currently disputing these charges. We first tried to resolve the issue verbally, but the hotel manager refused to budge and insisted on the charges. We then attempted to address the matter through messaging, but our attempts went unanswered. As a result, we are now escalating the issue to the relevant authorities.||I want to warn others about my experience—please be cautious when booking with this hotel. It overcharges for what it provides and is simply not worth the price.||We have filed formal complaints with the taxation office and the Department of Tourism in Baños. Unfortunately, the manager (Juan Chauvin) was rude and his uncooperative behaviour made it impossible to have a...

Fantastic stay! I would highly recommend this place !!! The staff was incredible! This is a family run hotel. The rooms are very nice and clean. My room had a view of the waterfall. This town is VERY small. It appears this hotel is way outside town, but that's not really true. You are roughly a half mile from the center of town which is perfect because the weather is so amazing.

The staff is very good about safety and having the front door locked and Watchung who is coming and going.

They have an amazing breakfast made to order every morning which was included. I wanted just a simple breakfast before a large outing and they made me the nice light breakfast (photo attached.)

You cannot beat this value while still getting quality. We met a few people who were at a hostel originally and moved to this hotel because the hostel was no good. The price difference between this and a hostel is very little and most hostels around...