Grand Hotel Guayaquil, Ascend Hotel Collection Member — Hotel in Guayaquil

First of all, the building and amenities are beautiful. Thats where the positive aspects stop though. The hospitality was awful. Anytime we had a question or concern it was turned in to our fault somehow. We had to get our key reset at least 10 times and every time they just smiled about it and said it must be because we had our key near our phones. I’ve never experienced this at any other hotel we’ve stayed at. Not once did anyone apologize. Then one night we wanted to watch some TV to relax and we realized the remote in our room wasn’t working. We called the front desk and said we needed a different remote. A staff member then brought up a remote for a different model of TV which of course didn’t work. We called again and they brought up the correct model but the batteries were dead. After about 30-45 minutes of going back and forth they sent up their maintenance person who was incredibly nice (the only staff member who was honestly) and he got us new batteries and made sure it was working. On our 2nd day there we decided to have a couples massage. The massages were nice and worth the money. At the end my husband used one of their robes due to the oil they used during the massage. That same day he put the robe in the sauna’s towel bucket for laundry. At check out one of the staff ran out after us as we were getting in our Uber and said they needed us for one more signature. The receptionist then proceeded to ask where the robe was because housekeeping noted it wasn’t in the room (no one told us that the robe would be accounted for and what to do with it when we were done). They then made me wait as my husband was in the Uber with our bags while they sent staff around looking for it. As the receptionist called repeated for staff to look in the sauna and the laundry room she got no answer and continued to make me stay there. We were on our way to the airport and it was stressful to get held up there for such an inconsequential matter. My husband and I are very easy going so for this to upset us so much you know it has to be bad. |It was just disappointing and exhausting all around with one thing after another to go wrong. I hope the hotel can work on their hospitality and customer service because it’s a shame that such a lovely looking hotel treats their...

The reason this hotel is getting a 1 star review is the blatant robbery that is occurring at the check in counter. My wife and I checked in at night, mind you the hotel had already been paid for. As it was paid it full in advance, it was already registered into their computer. Upon getting there and giving my name, the clerk pulled my information they had ALREADY printed out onto a few sheets of paper. I assume the paperwork from when I paid for the room and proceeded to tell me that I needed to pay for the room. Obviously my wife and I were confused and frantically searched through our receipts and bank account to find the payment for the hotel. Upon finding it, we told the clerk it had indeed already been paid for. He took a quick look at a bank statement (one that just showed the total not what was purchased) and without hesitation said ok and handed the phone back. Like nothing had happened. But wait! There’s more! Upon realizing that he was not going to rob us of our fee again, he then proceeded to ask for the deposit for the hotel. Of the amount of $150. After the last problem we just had I asked my wife to ask for a receipt for the security deposit (my wife is Ecuadorian too so you tried to steal from your own countryman) and guess what it said on that receipt, that the security deposit is only $100 NOT $150 so on top on the 300+$ for our stay he tried to take he also tried to take an extra 50$ on the deposit. Que peña gran hotel, que peña. Other than that the staff there were pleasant but the beds are certainly firm so be prepared. Also, probably don’t go here if you have fair skin and don’t...

I had an amazing stay at this hotel. The staff, breakfast buffet, pool, and gym were exceptional! Paola, the front desk manager was very friendly and approachable. One thing to keep in mind is that you are charged an additional $15.00 per night if another person stays overnight with you or if you have another guest with you when you check-in (even if you booked a room with two beds).

The front desk explained to me that you must indicate the number of people that will be in the room during booking online. The price is slightly higher for two people sharing a room even though the room has two beds. I have never experienced this type of policy before.

Another minor thing to note is that the beds only have one flat sheet and no additional covers on them. Might be problematic if you're a cold natured person, but it wasn't an issue for me.

Nonetheless, my stay was pleasant and I really enjoyed the location of the hotel and the close proximity to the Malecon Dos Mil and many other attractions. The area was safe with many security guards throughout the vicinity. I definitely recommend this hotel. Just make sure you indicate the exact number of people that will be in the room when booking on their website to avoid any unexpected fees...