Hotel Boutique Naif — Hotel in Sacatepéquez

We stayed at Naif for a couple of nights and - other than the Wi-Fi which was very weak in the rooms, we were happy with the hotel and service when first arriving. They allowed us to change rooms to one with more natural light and offered us free complementary breakfast at Hector’s across the road - a great cafe/bar.

However, things went bad when we had some laundry done by the hotel. We had to fill in a form listing our items - in total we had slightly less than a shopping/carrier bag of clothes. We presumed the prices were in Guatemalan quetzal as that would have come to a total of Q120 - equivalent to UK£12.35 or US$15.30. This is consistent with every other hotel in central and South America where we have had laundry done in the last 12 months (five countries in total).

However, when we picked up the laundry we were shown the small-print on the form that said the price was actually in $USD, meaning we owed them $120 for one shopping bag of laundry. We could not believe it and could not understand how/where this cost had come from.

We asked to speak to the manager on the phone but she only insisted that it was hotel policy and our fault for not reading the small print. We acknowledged this fault but politely tried to understand why it was so expensive. However, when we asked her this she then accused us of ‘insulting’ her and the hotel - a very bizarre way to talk to customers.

We refused to pay and continued requesting an explanation for the cost over email - asking to see an invoice for the company that had laundered the clothes… or anything that could help us understand. We were told it came from ‘gas, electricity, specialist cleaning products, etc’ which felt completely nonsense. She then offered us a discount ($85 rather than $120) but said it would have to come out of her pocket. Again, we asked what would be coming out of her pocket - what cost? But she continued to dismiss us and blamed us for not checking the form close enough - at one point even saying ‘every mistake comes with a consequence’ - just one example of the aggressive and unprofessional way that we were spoken to.

In the end, we settled on $45 - on the condition that we could cancel our remaining nights’ stay without being charged a cancellation fee. $45 is still crazily expensive for one shopping bag of laundry but with our credit card details on file, there was not much we could do.

So watch out if you stay at Naif. The hotel is nice but these costs - and the way we were spoken to when politely asking for an explanation -...

The best thing is the beautiful colonial interior balcony offering mountain views. However the stay was subpar, and a nightmare from beginning to end. I couldn’t sleep or rest well due to excesive noise. They hesitated switching me to a new room. At the end they agreed but downgraded me to a cheaper room without offering me anything about the extra service I paid. The free courtesy cocktails advertised during booking never arrived.||||Bathroom sink was falling down literally, there was no AC, overall service is indifferent, like you need to beg them for what you paid, phones are just there as decorations as there is no room service, they overcharge inflated fees for transport services, I ended paying $63 for transport externally, which they were charging me $350 for the same trip. They charged me $10 extra to allow me check in 1 hour earlier despite all issues they didn't care about guests only about draining money out of my pockets. ||||Hotel conditions are terrible. There was no water for several hours after they charged me extra for the room. There was then no hot water either.||||I left accidentally something important, they had a person check the room before checking you out like you are stealing something, but don’t catch or say anything if the guest forgets something in the room, and they wanted me to pay $100 to send it over to my address and a ridiculous higher amount of money to send it to my next hotel which was located 2 hours away.||||Stay away from this place. You...

The best thing is the beautiful colonial interior balcony offering mountain views. However the stay was subpar, and a nightmare from beginning to end. I couldn’t sleep or rest well due to excesive noise. They hesitated switching me to a new room. At the end they agreed but downgraded me to a cheaper room.

Bathroom sink was falling down literally, there was no AC, overall service is indifferent, like you need to beg them for what you paid, phones are just there as decorations as there is no room service, they overcharge inflated fees for transport services, I ended paying $63 for transport externally, which they were charging me $350 for the same trip. They charged me $10 extra to allow me check in 1 hour earlier despite all issues they didn't care about guests only about draining money out of my pockets.

Hotel conditions are terrible. There was no water for several hours after they charged me extra. There was then no hot water. I left accidentally something important, they had a person check the room before checking you out like you are stealing something, but don’t catch or say anything if the guest forgets something in the room, and they wanted me to pay $100 to send it over to my address and a ridiculous higher amount of money to send it to my next hotel which was located 2 hours away.

Stay away from this place. You...