AC Hotel Cuenca by Marriott

4-star hotel, very friendly and polite staff, good rooms, very complete buffet breakfast. Fixed menus for lunch and dinner. Buses stop at the door every 15 minutes on weekdays, taking you to the castle, historic and commercial area, and the El Mirador shopping center brewery.

Everything happened on the morning of June 20: I consciously chose this hotel, even a VIP room, because I expected service in line with a 4-star rating. However, the experience has been quite the opposite. I paid for a late check-out until 2:00 PM, that is, a service that was contracted and paid for. Even so, from the morning I received comments and signals to leave the room early, which makes no sense when the schedule is clearly paid for. Mid-morning, cleaning staff even knocked on the door asking if I had finished, which demonstrates a lack of coordination and respect for the established schedule. The most serious problem occurred when I went down to reception exactly at 2:00 PM. There were two receptionists, one short blonde and another with long brown hair. When explaining the situation, the attitude was unprofessional. The blonde receptionist even made comments like "What is she saying?", which was completely out of place towards a guest. This is not a one-time misunderstanding, but an experience where there has been: Disrespect for the paid service Disorganization among departments Lack of professionalism at reception Inappropriate comments towards the customer The most important thing is that this is not a problem of rooms, but of human treatment, which is what truly defines a hotel. An experience like this makes one reconsider returning. As a hotel, they should seriously review this, because situations like this leave guests with a very unpleasant feeling, when what is expected is quite the opposite.

Disappointing. It doesn't look like a 4-star, not at all. The room, clean, and not working the air conditioning. There was an excursion of the insert and they didn't want to put it. Breakfast, about half an hour after we started, scrambled eggs ran out and all we had was potato tortilla and cold meat. Lots of doughnuts and little variety of fruits. Only one coffee machine, for breakfast with all the people of the excursion, very poor, organizing queues. Hikers left the counter without sausage and tortilla in less than 10 minutes – a horror! The area it is in is not pretty at all, it is the beautiful photos that reality. The girl who attended the breakfast cafeteria didn’t seem kind at all, because she knew what was coming with those on the excursion, but if you go first to grab eggs, either way, at 7:30, having opened at 7 the cafeteria, not having eggs is not of the 4 star category, come on, I would not recommend it in any way. Maybe if you go with the insert it's not bad, but to go as a couple FATAL