Hotel San Fernando Plaza

We keep coming back to San Fernando Plaza because the comfort and hospitality are so consistent. My wife and I have stayed there about a dozen times in the last three years, and we use it as the standard when we compare hotels around the world. The people seem to truly care about their guests. Breakfast is a big part of that. There are familiar favorites along with rotating options, so a week there doesn't mean eating the same thing every day. The breakfast staff are great too. Faber remembers how we like our coffee and has it ready by the time we return from filling our plates. Most of the staff recognize us, but that detail always stands out. Luis at the concierge desk makes us feel welcome as soon as we arrive. Even with months between visits, he remembers our names and the kind of room we prefer, and makes sure we get one that suits us. That care says a lot about how much pride he takes in his work and the hotel.

Sebastian at the main desk was friendly and very helpful. The stay was very good overall. I would have appreciated complimentary water in the rooms, and a little more time when the swimming pool is open could be useful.

The building badly needs remodeling. Our room had no shower door and the toilet didn't work properly, so we asked to change rooms in the morning. We arrived late, at 3am on 08/28, and the person checking us in was focused on charging us per person and threatening an extra charge if we had visitors. The rooms still have mini bars that they need to check at checkout. They also charge more for two adults than for one in a regular room. The customer service really needs an overhaul. I wouldn't stay again.

The room had several problems: the fridge and concessions drawer were broken, the shower and sink had very weak water pressure, and the bedside phone didn't work, though the bathroom phone did. My mother and I told them at check-in that we were leaving Friday, but our keys stopped working two days early. The same employee who checked us in said the reservation had ended and insisted my mother, who uses a wheelchair, leave her room right away. Instead of correcting the error, he tried to charge me an outrageous amount to stay. We moved to another nearby five-star hotel, and the difference was night and day. One of my most disappointing hotel stays.