Pullman Lima Miraflores — Hotel in Lima Metropolitan Area

While planning for our anniversary trip to Peru this new hotel seemed to be located ideally at the Miraflores, not too far from Larcomar, yet not directly on the busy thoroughfare. As an Accor Platinum, the rooms looked attractive while it had an Executive Lounge that we expected to get access. Now I must confess that we have been spoiled by Accor properties in Asia, especially in S.E. Asia. I was not expecting this hotel to be matching such standards, but even with low expectations they fared pretty poorly.||||It's pretty difficult to get in touch with hotel management over email in this part of the world. The listed GM Mathieu Seigle was "on vacation" so my email went unanswered for a while until it was responded by Yossilú Guzmán, the rooms division manager. After the first email she would answer my later emails quite promptly. She confirmed an early check-in as our original arrival flight was supposed to land really early. Although she didn't confirm, we were eventually upgraded to a partial-sea view Executive Suite.||||After we missed our original connection from Miami, we reached the hotel late in the evening. Yosmira checked us in. Among other things, she mentioned about our access to the Executive Lounge and that we could have a continental breakfast at the lounge. On asking she also mentioned that we were not eligible for the standard hotel breakfast and that she could only give us a discount. Having travelled extensively to Asia-Pacific Accor hotels, breakfast was always offered to Accor Platinums and beyond. Anyway, it was late, had a tiring long journey from JFK and so we did not enquire any further and instead went to our room.||||We were upgraded to the Executive Suite #1321, smack opposite to the Executive Lounge entrance. The hotel had, I think, 15 floors and then the rooftop. Our room was very modern no doubt and had a powder room too. On entering there was a narrow living area with a sofa, two chairs, a stone centre table, a chest of drawers and then a minibar with that striking red illy espresso machine. The red matched rather well with the other red accents which were part of the room and hotel's design language. The grey carpet also had these red patterns. The bedroom was relatively more spacious with a door separating it from the living room on one side while open on the other side. The king size bed was comfortable which had the swan towel art as we entered, flanked by two low end tables on either side, one of which had a digital clock radio. The opposite wall had a long table which was also meant to function as a work desk I suppose. Although, the accompanying chair was not of office chair standard. Here, they had placed our welcome amenity. It consisted of a charcuterie board, a Chilean wine, a handwritten card and a 13th anniversary poster. It was perhaps the best bit of service from the hotel. The wine was okay and while we were not big fans of cheese (being lactose intolerant) we still appreciated their effort. The view from the windows was not very interesting with the Ibis next door prominently visible.||||What puzzled us, however, was their very odd bathroom design. It was completely open to the bedroom, except the toilet that was behind a door. The shower area was behind a semi-open glass enclosure that would be visible from the living room! On the other hand, the rather wide wash basins were semi-hidden behind the bedroom wardrobe. We couldn't fathom how these suites would qualify as family suites!||||We had dinner on the first night at their Plural restaurant which surprisingly was behind heavy blacked-out curtains at the lobby level. The service here was average and the food was meh, given the quality available right outside within a few minutes away from the hotel. The executive lounge was well laid out. We were the only ones having breakfast on both the days and we could see why. It was a continental breakfast in its strictest sense and there was nothing we found to be interesting. The cocktail hours in the evening was equally uninspiring and we had one of our worse pisco sours here during our Peru trip. Hotels at Peru also had a strange water policy of a couple of 350 ml (usually San Luis branded) still water bottles for a day, while tap water was not potable. It doesn't work for folks from the tropics. In this case, as we had access to the lounge next door it was not much of an issue.||||We were checked-out by Antonella. She took a lot of time to complete the process as I was also redeeming ALL points. In any case, there was no one from the senior management who stopped to say bye (or hello) during our stay or asked us about our stay. I guess none of these were part of their...

Do not expect to be treated as anything other than a number/room number in this hotel. The service is atrocious, cold and downright rude. I can only assume its down to the fact that it is a big chain that it somehow gained 5 star status and is the reason they dont care for their guests. From the off the attitude of the person checking us in was uninviting. I happened to mention to the person that I sent two messages to the hotel the night before and showed him the messages. He said the team responding will be in touch. One message was regarding my wife's birthday, the other early check in. A day went by. I recieved a message reply regarding my wifes birthday at 8.45pm, 15 minutes before they clocked off for the night. I was out with no signal and couldnt reply, when i did i got an autoreply that they were out of office. Why wait untill 15mins before they clocked off? We've been travelling for 13 years in hotels during my wife's birthday, this was the first ever hotel to make no genuine effort to do something a little extra for her. This is small but sums up the impersonal approach this hotel team take. When you leave the hotel for example there isnt so much as a goodbye/adios/hasta luego....they put their head down and hope you dont catch their eye. I am looking forward to a generic Pullman Lima response to this review which looks like a copy and paste from all of their other responses on Google. Ironically this sums up their approach to their customers, copy and paste, churn them out, next. I will never return to this or another...

I have been staying at Accor hotels for over 25 years, I have loved the brand, in the last few years due to old age I have reduced my travels around the world but have also noticed Accor have lowered there customer care basis, I am also a member of other brands such as Hilton and others but have preferred Accor even though many colleagues have changed because of a reduction in customer care, today I am at Pullman Miraflores in Lima (with my wife who's large international company also use Accor) for holidays, we booked this hotel for its brand, location, rooms, and rooftop bar, it is a great hotel, today a Saturday when we checked in we were told the rooftop bar is closed to guest's because of a private function, so one of our reasons for booking this hotel was thrown out the window, no advance warning or information, clearly outside people that have nothing to do with the hotel, are not staying at the hotel, have priority over paying guest's, customer care thrown straight out of the window, no respect, this is very sad for me as it will be the last time I will stay in an Accor hotel, the hotel chain I have loved for 25 years, my wife who runs this large French based international company ( Accor also French) will also be advising her employees not to use Accor again, shame on you Accor, shame on you...