Hilton Garden Inn Guatemala City

The staff were helpful, and the room was clean and comfortable. It was a bit compact compared with typical American room sizes. The hot water wasn't very hot, though it was better than at most places I've stayed in the region.

We had good rooms with a luxurious feel, but the service problems made this a very disappointing stay. The restaurant shut at 9:30 PM and wouldn't take orders after that, which was inconvenient. The next morning we had no hot water in the bathroom. Reception sent maintenance, who said there was a boiler issue and asked us to wait five minutes. Half an hour passed with no update, so we called again and were told we could use another room to shower. After another fifteen minutes without a response, a family member went to get the key in person. That room had no hot water either. The delays and failed attempts kept repeating, and more than an hour went by even though I had clearly told them I needed to leave for the airport before 12:30 PM. With the poor coordination, we didn't reach the airport until 1:15 PM. Maintenance was extremely poor, and the administration was unresponsive and irresponsible. At the end, reception asked whether they could compensate us, but that couldn't undo the stress and inconvenience.

The staff were respectful and helpful, and the place was clean and pleasant. It's not a very high-end hotel, but it was nice to stay in. There are many restaurants nearby, Oakland Mall is close, and there's a jogging area in the area.

The room was forgettable, and a strong sewer smell from the bathroom made me open the window just to tolerate it. I only stayed a few hours before heading to Lake Atitlán, and it was already late, so I didn't ask to move rooms, though I definitely would have otherwise. Check-in was easy and smooth, and the staff were friendly.