Hotel Carvallo — Hotel in Cuenca

I stayed at Hotel Carvallo from January 11th to 12th. My family had been staying there for two nights already, and everything was going well until it came time to settle the bill. The hotel needed to refund us for a night we hadn't used. When the receptionist calculated the refund, he mentioned that he had received instructions to deduct the commission charged by the hotel for managing the credit card payment. This seemed odd to me, as these costs are typically borne by the hotel, especially considering that we had also made a cash payment deposit.||Later, he indicated that the amount they were going to deduct corresponded to the commission for the total credit card payment, not just for one of the eight nights we had reserved. I requested to speak with the person in charge. This is when the hotel manager, Mr. Luis Meneses, attended to me—a completely rude and discourteous individual who aggressively tried to impose his viewpoint. When I explained that they shouldn't charge us the commission for the entire payment but only for the night they were refunding, he eventually understood. He simply wrote down the refund amount on a piece of paper, turned around in silence, and walked away. There were no apologies, especially to my elderly parents who were horrified by how the gentleman spoke to me.||I understand that billing mistakes can happen, but I believe that the attitude of individuals dealing with customers should always be courteous and polite. This incident, coupled with Mr. Meneses' behavior, left a negative impression on our overall experience at Hotel Carvallo. I hope that the management takes this feedback constructively to improve customer service...

Beautiful hotel very centrally located to EVERYTHING there is to do in Cuenca. Josue (the son) was (mostly) are daily contact and a true professional, always there to help. We visited during the Omicron wave of pandemic and as such were only 1 of 2 occupied rooms in hotel, but that was typical everywhere we traveled in Ecuador Peru, January 2022. ||As a former smoker, and Cuenca being our first stop in S. America, the 8300ft elevation was DEFINITELY an issue for my breathing BUT after DAY 3 in Cuenca, not so much, EXCEPT for this Hotel. I made the mistake of reserving the biggest room, which just happened to be on the 2nd floor (big staircases, felt like at least 3 levels!). Always, when returning from our daily explorations in this lovely town (hands down our FAVORITE in Ecuador), after 3 days I was acclimatized where breathing wasn't an issue, BUT for whatever reason, the climb up those two(?) flights to our room always took the wind out of me! No elevators, but that is made clear in Hotels' description, so keep this in mind! Plenty of other lovely rooms around the enclosed courtyard which would've suited us better (had I only known!)||One negative about our stay (and it's small)...||Perhaps because on 3 of our 5 nights stay we were the only guests....but EVERY DAY, we had the SAME breakfast. They were all good, just...

Finding the place was a bit of a chore. Traffic on Gran Columbia was stopped for a few minutes so I paid my cab (bargain cab fares in Cuenca, just $2.50 from the airport!) and walked the last 200 meters and walked right past the Hotel Carvallo. The sign on the door said Hotel Lleno so I kept going. ||Yeah, it is funny now that I know Hotel Lleno means no vacancy... LOL! I hope someone learns from my error.||Anyway, I got checked in and climbed up the stairs to the third floor and my room was in the back overlooking a sea of terra cotta roof tiles. Beautiful in my eyes!||There is an atrium so lobby sounds do transmit themselves to the rooms a bit but the bed was comfortable and the bathroom was clean and modern. Great shower. I kind of wish there was a little fridge at this price but that is minor.||Staff was uniformly excellent and the breakfast was simple but good. I just wish I could remember all the breakfast drink names. There was a slightly sweet white one that was vaguely similar to tapioca and the red one was some sort of fruit. Good stuff and very good...