El Convento Boutique Hotel — Hotel in Sacatepéquez

Do NOT stay at this hotel. We have made a reservation through booking.com weeks ago and El Convento Boutique Hotel canceled it less than 24 hours prior to our check-in. They sent us a message saying that they are “unable to accommodate us due to overbooking error”, which is a lie. I have two messages from them answering my “early check-in” and “transfer” requests because they obviously knew we were coming. I randomly received an email from booking a day ago saying that this Hotel had notified them that they couldn't process my credit card “for the following reason: you need to call your credit card issuer or use another card.” - we called our bank and there were no issues with our credit card (it’s the same card we have used in other reservations and for different payments in Guatemala with no issues) but we updated the payment information once again in the system and booking.com confirmed our card details. Even though the hotel had access to my email and phone number, I have not heard from them besides the message received a few hours ago canceling our booking. Such message was sent using booking.com’s platform and does not allow me to reply directly. This was the messaged received: “Unfortunately we are unable to accommodate you at El Convento, due to overbooking error we have no rooms available, Booking.com is handling the cases and will be contacting you to relocate or reschedule your reservation.” Relocate or reschedule when we don’t live in Guatemala and will depart in 2 days??? We need not to be charged and customers need to be aware of this hotel’s shady practices. What’s interesting is that our reservation is still active on booking.com and I have not received a cancellation alert or anything indicating that Booking is “handling” my case, which means we will probably get charged if we haven’t yet. I called the property and there was no manager available to speak with me. I honestly don’t know how this is listed as a 4-star hotel. We are in Antigua already and have to check-out from our current hotel tomorrow with no place to go because this terrible place does not respect its customers. If you read their reviews you will notice this is not the first time something like this happens. I do not...

Do NOT stay at this hotel. We have made a reservation through booking.com weeks ago and El Convento Boutique Hotel canceled it less than 24 hours prior to our check-in. They sent us a message saying that they are “unable to accommodate us due to overbooking error”, which is a lie. I have two messages from them answering my “early check-in” and “transfer” requests because they obviously knew we were coming. I randomly received an email from booking a day ago saying that this Hotel had notified them that they couldn't process my credit card “for the following reason: you need to call your credit card issuer or use another card.” - we called our bank and there were no issues with our credit card (it’s the same card we have used in other reservations and for different payments in Guatemala with no issues) but we updated the payment information once again in the system and booking.com confirmed our card details. Even though the hotel had access to my email and phone number, I have not heard from them besides the message received a few hours ago canceling our booking. Such message was sent using booking.com’s platform and does not allow me to reply directly. This was the messaged received: “Unfortunately we are unable to accommodate you at El Convento, due to overbooking error we have no rooms available, Booking.com is handling the cases and will be contacting you to relocate or reschedule your reservation.” Relocate or reschedule when we don’t live in Guatemala and will depart in 2 days??? We need not to be charged and customers need to be aware of this hotel’s shady practices. What’s interesting is that our reservation is still active on booking.com and I have not received a cancellation alert or anything indicating that Booking is “handling” my case, which means we will probably get charged if we haven’t yet. I called the property and there was no manager available to speak with me. I honestly don’t know how this is listed as a 4-star hotel. We are in Antigua already and have to check-out from our current hotel tomorrow with no place to go because this terrible place does not respect its customers. If you read their reviews you will notice this is not the first time something like this happens. I do not...

I didn’t love it. There was good communication before I arrived. I was able to change my reservation from two nights to one without issue. I told them when I would be arriving. When I did, there was no room ready. I expected it because it was early. She said she would text me when the room was ready, but she never did. I asked for a massage, and she said she would try for the next morning and let me know. She also said I could check out a bit late to make it work. I never heard from her. I asked the next morning, and she said she wasn’t able to book me a massage appointment. I then asked for a late check out, nonetheless, and was given 30 minutes. The breakfast is so underwhelming. The food wasn’t great. The servers could not have been less interested in engaging or helping. I didn’t receive the first course and asking for a juice made me feel like a nuisance. I returned around 1 am the night before to find all the doors locked. People should be given advanced notice of this policy. Arriving alone and finding doors locked to your hotel is anxiety inducing. I knocked and finally got let inside. The room was fine. The bed was really comfortable. But I was so underwhelmed compared to the cost. It was not remotely worth the expense. I’ve stayed in luxury hotels around the world, and this was not one of them. The location is convenient, and I walked everywhere without issue. But I would not stay here again. The vibe was off, the rooms nothing special, and the staff left a lot...