Holiday Inn Guayaquil Airport, an IHG Hotel — Hotel in Guayaquil

My recent stay at the Guayaquil Holiday Inn was disappointing, primarily due to the poor service at the reception. During my stay the front desk staff seemed disinterested in assisting with even the most basic inquiries and lacked the warm hospitality one expects from a hotel.

Their lack of professionalism and courtesy set a negative tone for my entire stay. I stay at this hotel when I visit Ecuador due the comfort and convenience of being close to the airport. The staff has always been super friendly and helpful. I’ve always had pleasant experiences until this trip. I stayed multiple nights on this trip, every time I stay here I book my stay with breakfast. On my last night, I was informed at check-in breakfast was included. However, the morning of my checkout I had breakfast with my family before leaving to the airport. While I was checking out, I was approached by the restaurant staff saying I had a pending bill. Confused, I ask why, if my breakfast is included. I asked the front reception to clarify since I was informed my breakfast was included at check-in. Front receptions mentions that breakfast was not included. I literally only had a coffee with bread, my father had the same and my son a bowl of cereal. I was charged ~ $34 just for that. If I would have known my breakfast was not included I would of just bought a coffee at the airport. Staff at the restaurant should verify when asking for the room number and inform the guest if their breakfast is included. This would have prevented this inconvenience. Communication was horrible amongst staff. To add more to my negative experience, at checkout I was informed a small towel was missing. I explained to the reception staff that it should be there and to carefully check the room, because there is no reason for me to take a small hotel towel. If I had the time to spare I would have gone upstairs and helped the maintenance personnel look for that towel. I am not sure if they found the towel, but it was embarrassing to get accused of taking a small feet towel.

Additionally, there should be an area for family, friends or colleagues to visit. If you have visitors you have to meet them in the lobby in front of everyone, it is uncomfortable talking to your guest while people are checking in. If there was a meeting room or area, I was not offered that service or amenity.

Even if the hotel is convenient and close to the airport, next time I visit Ecuador, I will be staying in another hotel.

I hope the...

I am a fan of Holiday Inns and Best Westerns as you will know what you get when you go, and they tend to be budget friendly and good quality. However, this hotel is not your typical Holiday Inn. First of all… WALK FROM THE AIRPORT to the hotel. We made the mistake of getting a cab to drive of 2 minutes (he said we HAD to get a cab to leave the airport, which is not true). He charged us $10. If you do wish shuttle service, organize with the hotel. It’s FREE and you won’t get ripped off. OR, walk! IT’s safe and takes 5 minutes. VERY CLEAN… the rooms are super quiet and clean as expected. FOOD!! This is not your ordinarily Holiday Inn. The breakfast for $27 per person is worth it if you love breakfasts. Make to order omelets, eggs any style, fresh fruit, etc. Super nice eating area more like a nice restaurant than usual cafeteria at these places. ALSO… ESPRESSO BAR! I got my morning lattes and pastries (my daughter did the full breakfast… I did the pastries). Fresh, homemade style (not costco version) pastries and desserts. Like a nice little cafe opposite of restaurant. SERVICE… ok, we got immediate help with bags, check in, no lines… “Do you need anything?”, “Welcome…”, “Can we get you a taxi?” (There’s a taxi stand out front to take you into town if you need and they will make sure you’re charged right amount.) We got a GREAT recommendation to head into Guayaquil for lunch on our 7 hour layover. $5 cab ride for 15 minute drive. STORED OUR BAGS?? FREE! Ok, so we stayed in the Holiday Inn as a quick night before heading to the Galapagos for a week. We didn’t need all of our bags for the Galápagos (water taxis and airplanes are VERY restrictive and will charge you an extra ticket plus $$ for extra bags). Soooo the Holiday Inn stored our bags for a week FREE OF CHARGE! We were going to leave at the airport (which costs $$ and is not always open), but they were like.. “No problem.” So how perfect was that? Returned from the Galapagos. Had a 7 hour layover. Walked to the Holiday Inn. Got a cab ad recommendation from the Holiday Inn to go to lunch in the city. Returned to Holiday Inn. Got a shuttle back to airport with all of our luggage. For. Free. Only had standard expectations. And, seriously, this exceeded all expectations. Full service, higher end Holiday Inn. Great deal,...

Unhelpful and Inflexible: A Disappointing Experience I recently had a highly disappointing experience with the Holiday Inn Aeropuerto in Guayaquil, Ecuador. Despite having pre-paid for two rooms, I encountered significant problems with my trip, including flight delays and cancellations. Regrettably, the hotel displayed a complete lack of understanding and failed to provide any assistance or flexibility when it came to changing the dates of my reservation.

Upon learning about the unforeseen circumstances that led to the delay and cancellation of my trip, I immediately contacted the hotel in hopes of adjusting the dates of my reservation. However, the response I received was shockingly unhelpful and rigid. The hotel staff demonstrated a complete disregard for my situation and made no effort to accommodate my request.

As a customer, I expected the hotel to be empathetic and understanding, especially considering that I had already paid for two rooms. However, their unwillingness to provide any alternative solutions or even engage in a meaningful conversation left me feeling frustrated and undervalued. It is deeply disappointing when a hotel fails to prioritize customer service, particularly in situations where circumstances beyond the guest's control necessitate changes to their reservation.

It is essential for hotels to recognize that flight delays and cancellations are common occurrences in the travel industry. It is unreasonable and unprofessional for the Holiday Inn Aeropuerto to ignore this reality and adhere strictly to inflexible policies that do not account for such situations. As a result, my experience at the hotel was marred by a sense of disappointment and dissatisfaction.

I strongly advise potential guests to exercise caution when considering a stay at the Holiday Inn Aeropuerto in Guayaquil. Based on my experience, I cannot recommend this hotel due to their lack of empathy, unhelpful approach, and inflexibility when faced with unforeseen circumstances. There are undoubtedly better options available in the area that prioritize customer satisfaction and offer a more accommodating and...