Four Points by Sheraton Cuenca — Hotel in Cuenca

I will say this. The hotel is amazing, the pool, breakfast, room service and the staff. However this one bartender the first night I stayed simply left a bad taste in my mouth and rubbed me the wrong way and made everything that was amazing be overshadowed by this employee.

When I got there on November 22nd 2022 we went up to the pool to relax and enjoy some family time. We came from United States and was tired and wanted to swim and have some drinks. As a guest I was hoping the bartender that was in the swimming pool area on the 10th floor would greet us and ask if we wanted something to drink or anything we needed. I know it wasn't Daniel or Jaime, because they were phenomenal. Whoever the bartender was let me tell you how he ignored us, walked away and would hide in a little room that looked like a laundry room by the conference room. He seemed more interested in the meeting they were having in that conference room behind the bathrooms than simply being professional to us at the pool. I had to look for him for towels and he simply thru his finger and hand up and pointed somewhere. Mind you its been my first time there and didn't know where the towels or anything was. I had to ask him a second time and he seemed annoyed and finally showed me but with no desire to assist. Too add on, I had to look for him to get some drinks and he told me too take a pic of the scan code and once I told him what I wanted he acted like he was going to get me a drink and instead I watched him be on his phone for 15 mins and than he proceeded by hiding in that little room. I could not believe this could ever happen in such a high end hotel. Im pretty sure the owner of this hotel chain would not be happy reading this and I ask that it be escalated to his attention. Im not sure what training is provided but this left my experience at the hotel with a bad taste. Other than that, everyone else was helpful, kind, caring and thats all you ask for as a guest. I will be leaving this review on other platforms. I'd like to add that the AC's werent that great and it was more like a fan air blowing. In the end, the hotel is because and I do believe the staff is amazing and great but all it takes is one person to make a...

Part 1

4 points Sheraton, Cuenca As we arrived, we noticed that one of the glass entry doors was not closing properly. Over to the left of the entry there is a wall that had impact damage; it looks like a cut back on maintenance. As we entered, there was no one there to check out temperature or direct us to the reception. A worker came by and directed us to reception, still not checking our temperature or offering alcohol gel or spray? The reception went well. The lady was attentive, but did not speak any English. The bio- security screen was very effective. We had a concern about the parking, as it is open with easy access from the main road. A young man escorted us to the rooms with our bags, key cards and lifts are in use. No one offered to demonstrate the key card system. The key cards turned out to be unreliable and had to be recharged every day of our stay. The room was on the 9th floor facing the city. On entry was very clean and stark, nice size room. Did not find a mission statement or what services they offer, no menu for the restaurant in the room. They did provide outlet chargers in 3 locations, only one office chair. The lighting was all or nothing, the back light above the beds shed a reflection across the TV. To use the coffee area, you had to have the main light on. The coffee pot was of such cheap quality, they should be embarrassed. The refrigerator was very quiet because they did not purchase a compressor type refrigerator. They had electric plate cooling, (without a circulating fan they are very inefficient) very poor operation. I drink fresh milk, it needs to be kept cold,and this refrigerator could not perform that task. The TV had a large number of channels, but the picture quality was not digital and kept dropping out. The bathroom was spacious and clean and there were enough towels and toiletries. The toilet paper may be bio-degradable, but I found it very rough. The extractor was on the noisy side; the shower was very nice except the floor tiles were slippery. They look nice, I would suggest...

Four Points Cuenca really made my experience in Cuenca memorable all around. The service excellent from airport pickup through to the last time they helped load my luggage into the van was incredible. Elite recognition was great with an upgrade to a room with a great view of Cuenca without even asking. A welcome amenity of a custom cupcake with the Marriott Loyalty program logo really was a nice added touch on what may have been the best redemption of all time from both a hotel service and cost per point perspective. Food and beverage was great with breakfast including many local options in addition to a full bakery and cereal assortment. The pool and fitness center were clean and well maintained. Room service is 24hrs (unheard of within a Four Points) and prices were reasonable for the outstanding quality of the food. Servers in restaurant were also attentive and friendly though most did not understand English well (if this is important to you, perhaps look at another hotel -- but know you're missing out if you do!). Housekeeping delivered a five star experience by folding clothes, making the bed so perfect a single wrinkle could not be witnessed. The room itself was great with a rainfall showerhead, oversized king bed with pillowtop mattress and plenty of closet space along with a luggage rack and a desk you can use for the entire workday. The best part was a special departure gift provided by the hotel. You can tell that they cared about my stay and wanted me to enjoy their town. They should send the managers of this property to the United States. We could use some help and they've clearly figured out this hospitality thing. If Marriott could clone Estefani and send her around the world the brands would all be better...