SOUMA Lima, Vignette Collection by IHG — Hotel in Lima Metropolitan Area

My first time stay at this outstanding hotel which stands out because of its professionalism in how staff and personnel all throughout extend every effort to accommodate guests and make me feel welcome and at home! For example, my first encounter was when my wife and I were greeted warmly by ENZO who took our luggage and very courteously stored them for us until checkin and when we returned he personally delivered them to our room and gave us an excellent orientation of the room and hotel amenities, shared his knowledge about tourist attractions in Lima. Enzo is a great ambassador for this wonderful hotel! It should be noted that at the time we came to the front desk we were staying at the JW Marriott for a week and thought a change in hotel would offer a different kind of experience. So we were willing to try something new. We were warmly received by Renato in the front desk and he offered us a corner room with a rather spectacular view to the ocean at a very reasonable price for 4 days with breakfast included. He removed himself from the front desk and personally took us to the room and then took us to the rooftop and gave us a very detailed information about all of the amenities of the hotel with positivity and joy that really impressed us. My wife and I informed him that we would be more than happy to stay for 4 nights but we would then return to the JW Marriott afterwards. During our stay at the hotel he paid us special attention and so did the rest of the staff and he even acknowledged that we were celebrating our 39th wedding anniversary by sending us a try of chocolate covered strawberries but even better than that was the very thoughtful typed written message he wrote with best wishes. This kind gesture was highly appreciated by us and made us feel welcome. Renato recommended that we celebrate our anniversary at Kimo and try out the spa and also gave us two complimentary drinks for 27 tapas! Renato made all of the arrangements and we had a once in a lifetime experience to the point where we even decided to stay for another couple of days thanks to his charisma, positive attitude and high level of...

I've traveled to over 150 countries, and this is my fourth visit to Lima. Unfortunately, it's been my worst experience with Iberostar in Latin America and the most disappointing hotel stay in Lima. The lobby was chaotic upon arrival, and the check-in process was unpleasant. The receptionist didn't greet us and took an extended time to check us in. The time was past 5 p.m., two hours beyond the regular check-in time, we were assigned room 1304 – “13” an unlucky number in the Western world and “4” associated with death in Asian cultures.

Upon entering the room, we discovered two beds despite my reservation request for a single-bed room as a couple. Despite our situation, the receptionist failed to address this oversight during check-in. We managed to switch rooms, but the new one lacked a window, feeling like a confined space on the Lima cliffs for the price we paid at a supposedly 5-star Iberostar hotel. The room also had a musty smell, likely due to poor ventilation behind a covered wall.

To add to the dissatisfaction, we were charged $4-5 for a few pads without prior notice. This stood out as unusual, considering our recent stays in Brazil and Ecuador where no other hotels charged us for such amenities. Additionally, communication proved challenging as most staff, including the receptionist and concierge, struggled with English, causing significant communication difficulties. I could only comprehend 30-40% of what the receptionist Angelo said, and when I called the concierge, the lady requested me to repeat myself more than eight times.

Despite these issues, the door attendant, Enzo, stood out with his excellent English, helpful attitude, and dedicated efforts to assist us. Kudos to him for being a bright spot in an otherwise disappointing experience.

P.S. The rooftop swimming pool is notably smaller than depicted in the advertised pictures. Additionally, there have been repeated attempts to open our door early in the morning, accompanied by disruptive noise from the covered wall outside our windows.

Again, the housekeeper even doesn't comprehend terms like "tissue" or "paper napkin."...

Decent enough but there are a few options at this tier in this location so I’d probably try out another hotel before returning here. Not that it should matter but we were 2 adults and a child staying in a suite for 6 nights so I’d think that’s the sort of customer you want repeat business from but perhaps there were other considerations that impacted our service, or there are quality control issues. Staff in general were pleasant but front desk/concierge was a big downside. They opted to contact me by WhatsApp to communicate, then replied a day later or not at all. There appears to be no central communication or coordination regarding guest services, so people were calling or messaging to follow up on issues others had already addressed. Our AC was working inconsistently (air flow rate and temperature) and front desk said maintenance would look into it but did not bother to follow up with us on their findings/impressions so we had to call 18hrs later. One night front desk said maintenance was coming “right away” and we waited an hour then went to bed, maintenance did not come. I then got a follow-up call on this 24hrs later i.e. the next night! I was repeatedly addressed by my middle name which I suppose is because it’s the only one of my names in English but it is discourteous to default to this without permission, and this was ignored when I pointed out that it’s not my preferred name. If my name was John Oliver Smith, I doubt I’d be repeatedly called Mr Oliver. Hotel has great reviews on Google but it seems your mileage may vary. Everything does look new and clean and well maintained, 24hr gym is a big plus, and the location is great. It was our first Lima visit, city is amazing, this was the only lackluster...