Hotel La Casona del Lago — Hotel in Flores

The hotel itself is beautiful, and in a prime location. This is why I give them 3 stars. There are so many great things about the hotel, it has so much character, it sits on the lake, it has boat access, restaurant that opens until 10pm, a pool that is kept super clean, lots of sitting areas, and stunning views. We got a 2-queens room with Lake View but could be better enjoyed leaving the room. It was equipped with ac and ceiling fan, the linens were clean.

The negative has to be noted as it can improve the overall experience for future guests. There is no fresh water by the lobby to refill tumbler, so I asked one of the employees to refill my tumbler, i assumed he knew i needed drinking water, sadly, it was tapped water that tasted so gross!

There are no toiletries so bring your own. The bed is not comfortable and the linens, although clean, could use an upgrade. The rooms were for the most part decent but are in need of a deep cleaning.

This hotel includes breakfast. When I sat down, I was not offered the choice to order from the regular menu and this wouldn't be a problem if my complimentary breakfast was good. I ordered the "peten?" desayuno that includes local sausage, the cheese was stained, red color marks on the cheese, the bread was stale, and the fried platanitos were hard. I felt like I was given food other people didn't eat. And honestly, the restaurant staff was not accommodating. The person who brought our breakfast didn't say much and didn't offer or ask if we needed to order anything else. This place could benefit from selling food and drinks if it comes with attentive people who enjoy interacting with guests.

Again, the hotel itself is great but... I would not expect more than a bed to sleep in, Flores has amazing...

My experience in the hotel was not as pleasant as i thought it will be. The rooms fairly modern but clean .

The staff really needs to be trained on customer service. Their interaction with my family/me were horrible. One night before my departure I decided to have my family to enjoy the panoramic view of the lake , I asked a waiter to kindly put two tables together because one will not be enough for my family. The waiter had an negative not courteous approach and ask me why not see somewhere else does it have to be on that specific side of the restaurant. I expressed to him that my family and want to enjoy the view. He had a smirk and a very rude approach, he said okay I will comeback and put the tables together. He took about 10 minutes before he returned to assist us.

He took his time taking our order and he was not professional friendly and or courteous.

I did speak with Marina Giron the manager of the premises and she stated that she will get to the bottom of the situation, she apologized as well .

I stayed in other hotels that were 3 stars and I was treated with respect and courtesy.

At La Casona del Lago my family/guest and I were treated with horrible customer service. I still made sure to tip and treat the staff with respect. I definitely would not patronize this hotel ever again. Room 206...

Es un hotel hermoso y tiene ascensor. El personal no es tan amable. Después de registrarnos fuimos a nuestra habitación y el aire acondicionado no funcionaba correctamente. Llamamos a la recepción y nos dijeron que iban a enviar a alguien. Pedimos un ventilador pero no tenían. Fuimos y compramos un ventilador ya que la habitación era una caja de calor. Llamamos a recepción de nuevo por el aire acondicionado. Finalmente enviaron a una persona. Tuvo que subir al techo, durante una tormenta, para agregar Freon. Funcionaba mejor. El desayuno es pequeño y está incluido en el precio de la habitación. No tienen un menú diferente donde puedas comprar algo diferente. Fuimos a usar el jacuzzi y los chorros no funcionaron. Estábamos sentados en agua tibia que no beneficiaba al cuerpo. Intentaron repararlo pero no sucedió. Nuestra próxima visita a Flores buscaremos otro hotel. / It’s a beautiful hotel and has an elevator. Staff is not that friendly. After check in we went to our room and the air conditioning was not working correctly. We called the reception and was told they were sending someone up. We asked for a fan but they didn’t have any. We went and bought a fan as the room was a heat box. We called reception again about the air conditioning. Finally they sent a person. He had to go up on the roof, during a storm, to add Freon. It was working better. Breakfast is small and included in the price of your room. They do not have a different menu where you can purchase something different. We went to use the jacuzzi and the jets didn’t work. We were sitting in warm water not benefiting the body. They tried to repair it but it didn’t happen. Our next visit to Flores we will look for...