Reviews of Wyndham Garden Guatemala City 5 stars

Not much of anything

Staff was soooooo RUDE, they over booked and our rooms weren't ready, when they finally were ready only 1 room was available and my Dad's room that we booked 2 weeks in advance was not going to be ready and we couldn't get an estimated time, they wanted to charge 25 for adding my husband's name to to the room because I forgot to indicate it would be 2 to the room instead of 1. We ended up canceling our reservation, but they couldn't or didn't want to refund us the money stating we had to get a refund from the app, but we didn't pay through the app we paid them in person with our card! It was a hot mess, I had to file a claim with my bank when we got back to the states.

The restaurant staff is the most helpful and friendliest I have ever encountered. The food is very good with an excellent breakfast. Roof top hot tubs are amazing and they now have bar service that is a nice addition. The gym is great and is better than most hotels I've experienced. The rooms are modern and clean. The bell staff were very helpful especially since we had an unusual amount of luggage.

The check-in check-out process has changed. I used booking.com that required a credit card to reserve the room. Upon check-in they required a card again plus a deposit and then on check-out another card! Check-out took as long or longer than check-in. Most modern hotels you just leave instead of needing to check-out. This has changed with this hotel. In the past they had a modern pay/check-out process and used the info provided via booking.com unless you choose to change the card info. Also the hotel is geared for business people and airport transit. Both often requires very early check-out not allowing access to breakfast. They should have complimentary coffee and pastries available in the lobby 24 hours a day as do hotels costing much less. Lasty, the reception staff was acceptable but they could definitely take lessons on customer service from the restaurant staff. Totally different experience between reception and restaurant staff.

The restaurant staff is excellent and very good food. The location is very good and it is very secure. The roof hot tubs are nice as is the gym.

The leaking ceiling. The wet floor probably from the bathroom above. The lack of offering to a different room at checking after informing the hotel of the leak and very wet floor. Having 2 people in a room and only one caffeinated coffee canister and we asked for a second one we were told it would cost $2 which is ridiculous. We then had to walk to a market, at night, to purchase a packet of instant coffee for 2Q. I have stayed at this hotel many times and was very disappointed with my stay and with many choices in the area will look for an alternative.

The location

Nothing, everything was ok

Very clean and excellent location. Also, the workers spoke English

That we couldn’t take our food up to the room.

Good price

On first day no hot water and yellowish towels also the room wasn’t swept and mopped really dirty

great location

lower floors

Everything view room service Everything was excellent

Nothing

Location, breakfast, restaurant bar

Almost none information about tours

The room itself was large and comfortable although we did not enjoy it for long as we were landing at night and departing the following day. The front desk gave us a lot of drinking water as there were no refill stations to be found. Breakfast was good and plentiful options. The gym was large and had lots of options and the only water refill.

The hotel did not alert us prior to arrival almost at 12 pm that the hotel water source was going to be shut off from 12-5am. This was incredibly frustrating as we were only there to shower, sleep and eat before heading off to our next location. We had to make a mad dash to our rooms to shower after a day of travel and get ready for bed before we didn’t have any water to use the toilet or brush our teeth!! They said they would bring us water and didn’t, I had to go down in my pajamas to get water. Their response to the toilets not being usable in room was to just come downstairs to the lobby bathroom… Then upon check out, when using a foreign card most advise completing the transaction in the foreign currency vs in USD. The hotel had their own different exchange rate rather than the international which when we completed the transaction in Quetzals resulted in a more expensive stay. I was already shocked they did not offer a discount for the huge inconvenience of not have water for about half of our stay but then was rather condescending towards me when I was explaining that their use of a different exchange was making the price higher as it was more Q per USD. In the end I completed the transaction in USD with my card companies verification that the transaction would still be without fees in USD. Overall it was expensive for 1 night with a lot of inconvenience and not a lot of actual help from the staff.

Nice view, well located.

Customer service was generally horrible (except for the room service guys who were great).