Delfines Collection

The location was pretty good and the WiFi stayed stable, but there was a cockroach in our room. Breakfast was poor, with warm milk and no drinking water to cool off in the heat. We'd booked a double for two people and received only one towel. The AC controls wouldn't respond to temperature changes, so it blew cold air all night. At checkout, a cleaner took a bottle of sparkling water from the fridge and accused us of taking it, starting an argument as we left and making us pay. It was only 11 Bs, but that was completely unacceptable. An apology from the owner won't undo what staff did. Please look into the staff and any unusual patterns.

I felt disrespected at checkout, as if I were trying to avoid paying, when I was only trying to prevent being charged twice. I booked through the All Accor app, used points for most of the stay, and paid the remaining roughly 10 USD by card. On arrival the hotel asked for another 110 BOB, despite the app showing the reservation fully paid. I showed the staff, and an employee photographed all the relevant screens. At checkout on June 20, 2025, the manager still insisted I pay the 110 BOB again, apparently unaware of the screenshots her colleague had taken and presumably shared. I refused to pay twice and also refused to sign an “estado de cuenta” saying I had refused to pay for the whole stay, since I had paid and had proof that staff had seen. Staff also asked for an “online credit card” supposedly connected to my All Accor account to verify payment in the app. I'd never heard of this. My account isn't registered in Bolivia, which I suspect may explain the confusion, perhaps the app works differently based on registration country. This showed a worrying lack of preparation for bookings by international All Accor members using points through the app. If All Accor had a problem transferring payment to the hotel, that should be resolved between them internally, not made the guest's responsibility to fix a backend issue.

The location is very good, with a great coffee place down the street, and the room was comfortable and spacious. Still, reception staff were rude and seemed to have no idea about customer service. They allowed only one key per room, even when a room has two king beds and more adults are staying, which leaves people stuck. We misplaced the key and were charged $10. The towels were very old and dirty. The gym has just two ellipticals and two treadmills, and you have to ask reception to switch on the air and the machine itself.

The fridge kept kicking in noisily all through the night.