Reviews of Apart-Hotel "El Lago"

Dear Elana. Thank you for sharing your feedback. We truly regret that your experience was not as expected and understand how these situations can be frustrating. However, we believe it's important to clarify the context in a respectful and transparent manner. At the time you made your reservation, we promptly informed you via message that an overbooking had occurred due to a technical issue on the Booking.com platform — an external digital travel agency. Despite having read this message, you chose to arrive at the property and verbally demanded a room that had already been communicated as unavailable. Our team remained courteous and initiated the relocation process in line with our customer service standards. Nonetheless, it is also our responsibility to ensure a safe and respectful environment for both guests and staff. We have an active video surveillance system that supports our version of events. Please note that Amaya Centro Histórico is a privately owned business, and as such, we reserve the right of admission. We strive to uphold values of respect, safety, and hospitality at all times. Unfortunately, your actions did not align with these values, and we believe it is important to acknowledge this. We are proud of the many positive reviews we receive from guests who value our team's warmth and professionalism. In this case, a guest misconduct report has been filed, as your behavior was incompatible with the type of experience we aim to provide. We sincerely wish you all the best in your future travels. Sincerely, Operations Management Amaya Centro Histórico

Dear Elana. Thank you for sharing your feedback. We truly regret that your experience was not as expected and understand how these situations can be frustrating. However, we believe it's important to clarify the context in a respectful… Show more

Thank you for your kind words and for taking the time to share your experience! We're delighted to hear that you found our location convenient, our hostel safe, and our service valuable. Your feedback truly means a lot to us. We appreciate your understanding regarding the city noise—being in the heart of Zone 1 does come with its lively atmosphere. We'll definitely take your comment into account to keep improving our guests' comfort. As for early bag drop-off, we always do our best to accommodate requests whenever possible. On your next visit, feel free to reach out to us in advance, and we'll be happy to assist you with your luggage. We hope to welcome you again soon! Safe travels!

Thank you for your kind words and for taking the time to share your experience! We're delighted to hear that you found our location convenient, our hostel safe, and our service valuable. Your feedback truly means a lot to us. We apprec… Show more

Dear Hendrik, We take guest feedback very seriously, and we would like to clarify the circumstances surrounding your stay to provide an accurate representation of the events. 1. Unauthorized Recording & Policy Violation: Your reservation was terminated due to your engagement in unauthorized video recordings of our staff, which is a direct violation of both our internal policies and Guatemalan law (Law 4487-2014), which explicitly prohibits recording inside private property without consent. This policy is in place to protect the privacy and security of both our staff and our guests. 2. Kitchen Availability & Early Check-in Courtesy: Before your early check-in at 13:00, which was granted as a courtesy, you were explicitly informed that the kitchen would not be available due to renovations. You accepted the reservation as is, knowing this limitation in advance. As an alternative, you were granted access to another kitchen, which you chose not to use. 3. Misrepresentation of Events: Your description of the situation is exaggerated and misleading. At no point were you left in the street "in the middle of the night"—your check-out was during daylight hours. You were not "kicked out for no reason", but rather for engaging in unauthorized video recording—something that you yourself admitted in your complaint. Your behavior was disruptive and disrespectful toward our staff, which is why we had to take firm action. 4. Regarding Safety Concerns in Zone 1: Zone 1 is the historic center of Guatemala City and one of the most visited areas in the capital, filled with cultural sites, embassies, and businesses. Like in any major city, caution is advised, but to suggest that we "knowingly put you in danger" is misleading and unfair. 5. Refund Process: Despite the circumstances, we have already processed your refund as a courtesy. Please check with your financial institution for confirmation. At Amaya Centro Histórico, we are committed to providing a safe and respectful environment for all our guests. However, privacy violations, disrespect towards staff, and failure to follow policies are not tolerated under any circumstances. We understand that you are disappointed with the outcome of your stay, but we encourage all guests to respect the rules that are in place to ensure mutual respect, security, and a pleasant experience for everyone. Sincerely, Amaya Centro Histórico Management

Dear Hendrik, We take guest feedback very seriously, and we would like to clarify the circumstances surrounding your stay to provide an accurate representation of the events. 1. Unauthorized Recording & Policy Violation: Your reservat… Show more

Thank you for your review and for highlighting our location, comfort, and the service provided by our team! We're delighted to hear that you enjoyed your stay with us. Regarding towels, we would like to clarify that they are not included with hostel beds, but they are available for rent in the shared dormitory. This allows us to keep our prices affordable for all travelers. We appreciate your feedback and hope to welcome you again in the future.

Thank you for your review and for highlighting our location, comfort, and the service provided by our team! We're delighted to hear that you enjoyed your stay with us. Regarding towels, we would like to clarify that they are not includ… Show more