After a long day of travel mishaps and frustration I arrived to the airport. My pre-arranged driver wasn't there to take me to the hotel after over an hour of waiting. I was about to hop in a cab to make the hour trip to my hotel and I called to let them know I'd be checking in much later than expected. I was told over and over by someone that I didn't have a reservation. My spanish isn't great but she seemed really confused. She put me on hold over and over and it ended up being a 30minute phone call. At one point she hung up on me and I had to call back. I think her name was Hyuang. I had been up for over 20 hours at this point so I decided to just show up and see what happens since there were so many other hotels in the same area. I arrived and they did in fact have a reservation for me under the name I gave multiple times over the course of a cumulative hour. All of that aside, the place is great. If none of that had happened I'd have been over the moon to stay here. The rest of the staff was aces across the board. The food was also delicious. The room was very comfortable. I liked the coffee stations available but they ran out quickly and early and were not replenished, despite being advertised as being available for most of the day. The wifi was good near the pool but pretty spotty in my room (423) I may have let the check in situation go but then my checkout took entirely too long because the same person who told me I didn't have a reservation when I did was the same person to check me out. She didn't know how much anything cost, and kept calling someone else but not saying anything. Finally someone else came over and I was out in 2 minutes. Perhaps she's new but she's definitely not ready to be on her own yet. This caused me to keep my driver waiting and I *hate* doing that.

It was my first time in Guatemala and my mom, sister and I could not be happier with this place as our first hotel in Antigua. The place has all the vibes of the old city, very rustic yet elegant and cozy. The entrance and the lobby really invite you to a great stay. The whole staff was very kind and polite, very considerate to my mom (a senior) and to my sister. The room was spacious and I just loved the bathroom, it was so cool with its high ceiling and kind of brick finishes. The beds are beyond comfortable, I could have slept a lot more there, though we had loads to explore. The breakfast buffet was one of the best I've had, with all sorts of sweet and salty treats, including some local ingredients. The service during breakfast was good. The only thing I could point to check was the amount of water running out of the shower. We were not sure if it was just water pressure or just a lot of water. Also, I do recognize the staff and their post-stay attention service. They found some stuff we left behind and immediately contacted me. That shows their commitment to high quality and attention to guest service.
We loved the hotel, it was such a nice experience to live our first contact in Guatemala here.