A Disappointing Experience at Soleil Hotel, Antigua Guatemala
I recently stayed at Soleil Hotel in Antigua Guatemala with my family of five, and unfortunately, the experience fell far below my expectations. While the location and setting initially seemed promising, the service and overall quality left much to be desired.
From the outset, the room we were provided did not meet our expectations for comfort and quality. We were forced to request an upgrade, which was granted, but only at an additional cost. While the upgraded accommodations were an improvement, it was disappointing that the hotel did not make this adjustment proactively, considering the clear inadequacy of the original room.
What became increasingly evident throughout our stay was the hotel’s overwhelming focus on maximizing profit at the expense of customer satisfaction. This was particularly apparent in the dining experience. The food served was far below standard, and any requests for improved options or accommodations were outright refused. Such rigidity and lack of flexibility in meeting guests' needs are highly uncharacteristic of the hospitality industry.
The most glaring issue, however, was the level of customer service—or lack thereof. The staff appeared indifferent to guests' concerns and needs, creating an atmosphere where we felt undervalued and unwelcome. Exceptional customer service should be the cornerstone of any hotel experience, but Soleil Hotel fell drastically short in this regard.
