HB Calacoto

They gave our suite to a Japanese tour group, whose bus we saw arriving. We had chosen this hotel specifically for the suites because I need extra space for medical equipment. After we arrived, we waited about half an hour, then spoke to a manager by phone. The manager said there were no rooms for us but that we’d been booked into a “better room” at their sister property. After another hour of arguing, it was clear nothing could be done. They had both our email and phone number but didn’t tell us about the problem until we arrived exhausted from an early flight. They said they’d cover transport to the other property, but we waited another half hour while taxis passed by every minute. The promised “better room” turned out to be much smaller than what we’d reserved. This felt like a bait and switch. I’d avoid this hotel, especially if you’re arriving tired and need to rest.

The staff were amazing during our one-night stay. The doorman even checked whether we’d left anything in the back seat of our Uber. From the corner room, the view was great, though the morning sun made it kind of hot.

Our rooms were the most comfortable of all the places we stayed during our monthlong trip in Peru and Bolivia. The sauna was lovely, and breakfast was included and fantastic. Staff were responsive and accommodating when we needed an early check-in and a change to our booking. We’d absolutely recommend it.

We didn’t finish sorting out our rooms until 8 PM, so we missed the 7 PM dinner reservation we’d planned. We had told the hotel we were leaving at 5 AM, which made the manager’s focus on trivial matters especially frustrating. The way the manager handled everything felt unprofessional: poor problem-solving, a confrontational attitude, and very limited English. It raised serious questions for me about how they could hold a managerial role at a five-star hotel. I do want to commend the front desk staff at Casa Grande Hotel. They stayed polite and professional and kept smiling throughout the ordeal; their English was much better than the manager’s. I strongly suggest replacing the manager with someone more competent and focused on guests. I arrived at Casa Grande Suites to check in at around 6 PM on January 24th. Adriana at the front desk kept delaying the process without explaining why. I asked repeatedly if there was a problem, and she said there wasn’t, but still didn’t check us in. At 7 PM she finally said there were no rooms and sent us to another hotel, saying the room there would be larger and more comfortable. At the other Casa Grande Hotel, we were given a 33-square-meter room even though we had booked 44 square meters. I asked for a room the same size as our booking. The manager told me by phone a luxury room was available for an extra charge. I explained that we were leaving at 5 AM and didn’t need luxury, just a room the size we’d originally booked because the current one was too small. They eventually showed us a larger room, which I accepted. After we’d moved all our belongings, the manager called again asking for more money. When I asked why this hadn’t been explained up front, the manager blamed us, saying we had canceled and rebooked. That made no sense to me, since canceling and rebooking had nothing to do with the lack of available rooms. The whole process was deeply frustrating: the hotel had overbooked, moved us to a smaller room than we’d reserved, disclosed extra charges only after we’d moved, and then blamed us. It took hours to resolve.