Hotel Gran Imperio

The room was infested with cockroaches, so we booked another hotel. When I asked for a cash refund, I was told the manager would be there the next day. The next day, I heard the manager would arrive at 3, but when I came back at 3:30, I was told the manager wasn't there and wouldn't speak to me. They said I had to write a letter to the hotel company and wait five business days for a cash refund, even though I'd paid cash. Extremely unprofessional. The location is very noisy, there's no AC, and the showers are horrible. At that point, I'd rather sleep outside.

Cockroaches, no towels, and being overcharged. The hallway lights stay on all night, and the neighbors watched soap operas throughout the night. An absolute atrocity. Stay away.

I had red bites all over my skin, and they only went away after I left the hotel. The noise was bad too. Cleaning staff shouted by the room doors all afternoon, slammed doors, and talked loudly on the phone. Guests and kids yelled on the stairs, sometimes at 3 a.m., almost every night. There was also very loud street music most nights, with bass that made the room walls vibrate. Outside noise may not be the hotel's responsibility, but guests pay for a place to rest. The hotel should set quiet hours and make sure guests aren't shouting on the stairs after midnight, and that staff aren't making so much noise in the corridors and slamming doors every few minutes. I've never experienced anything like this at a hotel or hostel, not even a mall is this noisy.

I stayed for six days, and this wasn't my first visit. On Mar14 around 2:30PM, I came back from the grocery store and asked the receptionist for more soap. He said no. I said “soap” twice in English, then “Jabón” in Spanish, and he still said no. The housekeepers were at reception. One watched me leave for the stairs with my hotel key out, then turned back toward the receptionist and said something. A minute after I got to my room, she came in with soap and a towel. I asked why he'd refused, and she said he didn't know I was a guest. I clearly heard her say “no sabia ~”. (Piensas que extranjeros no hablan Espanol totalmente?) I had groceries in my arms without a bag, but that doesn't justify mistaking a hotel guest for a homeless person and not apologizing. I went back to reception and asked him to apologize if he'd misunderstood. He refused to speak English, so I showed him Google Translate. He still wouldn't apologize and yelled “Jabón” three times. If you make a mistake, take responsibility and say sorry. I'm not homeless or a street seller. I'm a guest at your hotel.