Hotel Rincon de Puembo, BW Signature Collection — Hotel in Puembo

This hotel is quite beautiful. However: Our hotel accommodation was a disaster. It seems because we were only going to be in the room for about four hours before our transfer to the airport, we were given a very subpar room. We had no Wi-Fi internet service in the room which was very inconvenient as we needed to check-in for our flight, scheduled for later in the evening, and other important things (especially since we had no internet connection while on a boat in the Galapagos for a week). We were planning to use the time in our room mainly for taking a nap prior to dinner to offset the loss of sleep we would encounter on the flight home. Unfortunately, we never could as there were very loud noises in the room above us - constant moving of furniture on hard tile floors and hammering. Additionally, we were put in a room that had a window facing a noisy road - motorcycles, dogs barking and children shouting. We complained to the hotel concierge and asked for a different room, but she was indifferent to our request and doubted our complaints about the noise and the Wi-Fi issues. The noise above us lasted a good 45 minutes even though the concierge had promised us it would cease in about 10 minutes. Overall, this was a very upsetting and unsettling experience. As our tour company was paying for a full night stay, we should have received the same quiet accommodations with working Wi-Fi as the rest of the group had received. Management should have given us a better room the minute we voiced our complaints about the excessive noise and...

I will not return to this hotel.||||I’ve learned to start by highlighting the positives before sharing what future guests should be aware of.||||In 2023, I visited the hotel with my family. The food was excellent, and the restaurant staff was warm and attentive. However, the owners were in completely disregard of clients||||During that stay, a rat appeared in the restaurant. The maintenance person tried to kill it, but it ran out, hit my shoe, and I fell. I ended up with a badly bruised leg. At no point did the owners take responsibility or offer any kind of support. Only after I mentioned the possibility of a lawsuit did they react. Ultimately, I paid all my medical expenses without involving the hotel, and in exchange, they offered me two complimentary nights — for 2025— with no meals included, just breakfast (which is already part of the rate).||||In April 2025, I used those two nights. The weather was terrible. I took a shower and realized the hairdryer wasn’t working. I went to reception and was told they would first send someone to check if it was truly broken, and only then — if necessary — bring me a replacement. That meant waiting around 15 minutes with wet hair in the cold. I decided to leave the hotel and cross the street to a beauty salon just to dry my hair. Natalia, the owner, clearly does not care about the guests’ well-being.||||To make things worse, the spa was under renovation. There was dust everywhere and constant noise. It was impossible to relax or rest.||||I do not recommend this hotel, and I will not...

Arrived at the Quito Airport and our ride was there within minutes. It is a bit of a drive with a lot of speed bumps once you are in Puembo. Security guard greeted us. Check-in was smooth and quick. We had help getting to our room with our luggage. Room is a little small, but comfortable enough. The pool and garden area is just like the photos; so beautiful and relaxing. Hot tub was too hot, but a worker said to give him 5 minutes. In 5 minutes it was perfect. That worker seemed to always be around and checking that we were happy. Restaurant by pool was open on the weekend, so we did have a drink in the garden. There was a wedding on a Tuesday, but it was not too loud or an issue. We ate a the restaurant on site for the free breakfasts and several suppers. Very good food and selection. The hotel was a bit out of the way from Quito, but we were able to get rides easy enough and some of the tours will pick you up at this hotel. All the staff was helpful and friendly. We did not have the best of luck with the WiFi in our room, but it was good in the lobby and restaurant. There is a park square and some businesses about 3-4 blocks away, but we were gone during the day and did not venture out at night. The staff will help with taxi or uber services if needed. Really nice hotel, grounds and staff. Would recommend as long as you understand...