Hotel El Portal De Los Altos — Hotel in Municipio de Quetzaltenango

I stayed with some relatives at this hotel on the first weekend in October 2017. Two weeks before that, I had asked for the rates through WhatsApp, but the receptionist (Mario) gave me contradictory information. It was until I insisted that he gave me the right rates. This should have made me wary of the service. But since the pictures showed a nice, clean hotel, I still made the reservations.||When we arrived, there was another receptionist at the front desk (let's call him #2). He was polite. ||At supper time, I went down to the reception (since there are no phones in the rooms) to ask him if there was a room-service fee for taking our supper from the annexed restaurant to our rooms and he emphatically said: "NO, I will take your meal myself to your rooms."||So he did that and we gave him a tip.||The next day at noon, the toilet in my room got clogged, despite normal use. On my way out a couple of hours later, I forgot to mention it to Mario, who was at this time at the front desk. But I remembered 10 minutes afterwards so I sent Mario a WhatsApp message explaining the problem. He wrote back saying for sure they would take care of it, they wanted to give good service. So when I came back to the hotel, I thanked Mario for unclogging the toilet and he smiled and nodded. But when at 11 pm I went to the bathroom, I discovered that the toilet was still clogged, nobody did anything about it!||Since it was so late, I didn't say anything else, and the toilet remained clogged until my check-out time next day (so it seems nobody else got any notice). Now, since a functional bathroom is a MUST in any hotel, this is very poor service from the hotel's part I would think.||||On Sunday, at 6 in the morning, I was woken up by extremely loud music. I tried to ignore it but it was impossible to sleep. I then decided to get up and complain at the front desk (since there was a sign there saying that guests should keep the TV volume quiet so as not to disturb other guests). But lo and behold! the very loud music was coming from the front desk itself, Mario was playing it! I couldn't believe it and when I said I couldn't sleep because of it, he just turned it off with a sour face and didn't even bother to apologize.||||Later that morning, while checking-out with Recepcionist #2, I saw that the prices for the meals who had been charged to the rooms were more than the ones advertised on the menus. I asked him why and he said that it was probably a room-service fee. What?? I had asked this same guy two days ago if there was such a fee and he had said no. I told him this, but he shrugged his shoulders and said that HE wasn't charging any fee for taking the meals to the rooms,but that the restaurant could do that. This didn't make any sense!! We think that the prices were old in the menus, the restaurant never cared to change them, but they did charge the new prices, which of course is unlawful.||Receptcionist #2 demanded that we paid the meals in cash, when clearly there were credit-card signs everywhere, so we insisted on using credit cards or said we wouldn't pay. He took more than half and hour to charge our credit cards with the unlawful prices, because he didn't have easy access to the POS of the restaurant. ||||All in all, our experience was bad at this hotel, especially for the terrible service at the front desk from both receptionist (although Mario was definitely the worst attitude). It is a shame because the rooms were clean and nice (though the mattresses were extremely hard and there was no place to hang clothes, except a very small, moldy closet less than one meter tall). ||So we will never come back and don't...

Me hospede en inicios de octubre del 2017 por dos noches... las habitaciones comodas, limpias y bonitas, aunque les falta telefono en la habitacion y donde colgar la ropa... solicitamos un rollo de papel higienico extra por lo cual querian cobrarnos extra ( y carisimo), nos ofrecieron servicio al cuarto sin recargo extra...por lo cual pedimos comida y cual seria la sorpresa al cancelar que si habia un costo!||||Te ofrecen servicio de restaurante, pero a la hora de pagar resulto que no tenia nada que ver con ellos... y nos cobraron precios muy distintos a los que anunciaban en el menu que nos proporciono el mismo recepcionista del hotel... al querer hablar con alguien del restaurante, resulto que covenientemente no habia nadie! ||El servicio en el restaurante lento, pero debo reconocer buen sabor..||||Este hotel seria muy bueno si cambiara de personal y la actitud de su personal...||||Hasta para cobrar fueron lentos! No servia su POS, nos cobraron cargo extra por pagar con tarjeta de credito... ||||Ojala mejoren y consigan mas personal...ya que en el hotel solo vimos a 3 personas... dos recepcionistas y una camarera ...y el recepcionista poniendo musica cristiana a todo volumen y se molesto al pedirle le bajara el volumen.. eran apenas las 6:30 am de un domingo! y en el restaurante igual solo una persona...

No tuve una buena experiencia. Las camas estaban durísimas. El mobiliario si estaba bien cuidado y decente pero el edificio ya tiene daño estructural que se puede ver en el piso 4 que fue donde estuvimos. Me apareció un gusano en la almohada, no se puede subir video aquí pero lo haría. Se supone que venía incluído el desayuno pero cuando bajamos nos dijeron que no tenían comida para prepararnos alimentos. Decidimos cambiar de hotel y por el shock del gusano olvide mi pijama, fui y pregunté al día siguiente porque teníamos una cena de negocios ahí y no la tenían, no me quejo tanto de ello pero el discurso que me dió para dar lastima de que la señorita de limpieza renunció porque no soporto fallar en su servicio fue claro indicio de que mentian porque luego vimos a la misma señorita seguir laborando en el lugar...

No quería subir nada pero me desagradó bastante su discurso y ya nada más le dije, ah no tienen mi pijama punto.

No recomiendo para nada el lugar, no sé si le devolvieron el dinero a mis jefes o no de lo del incidente.

Se me olvidó poner que además en el baño podías escuchar personas de otra habitación hacer sus necesidades, oi a mi compañera, quien estaba en otra habitación, y se logra hasta platicar...