Perla Maya Hotel

I had a horrible stay. I’d booked a deluxe double room for two nights starting Saturday, but at check-in the manager said they had no room for me that night and put me in a strange apartment that felt like storage. It wasn’t very clean and had things like an indoor bike, clothes hanger, and old sofa that didn’t belong in a hotel room. The manager kept insisting it was better than the room I’d booked, which I don’t agree with, and said she’d only refund me if I didn’t accept it that day. She called me a difficult customer and said she couldn’t understand why I disliked it. They barely apologized. I couldn’t find another hotel at a reasonable price, so I had to stay, lost a lot of time dealing with the problem, and slept badly. They moved me to the room I’d originally booked at 10am the next morning. Maybe I’m picky, but they only provided a few soaps, no shampoo or conditioner, and the wifi wasn’t great. The location seems okay, but the unpaved path to the entrance was very dark and seemed a bit dangerous at night. The photos are of the apartment room I didn’t like.

The rooftop has a view of the lake and volcanoes, and the pool area is nice, though there are no sunbeds. Breakfast was delicious. I didn’t enjoy being in the room, though: it was dark and outdated.

We were five and had enough beds for everyone. The room was a little dusty, but the front desk took care of it as soon as we mentioned it, apologized, swept the room, and changed the bed cover and blanket. The staff were friendly and attentive, and breakfast was delicious. It’s a short walk to the lakes, five minutes or less, with plenty of places nearby to eat and walk around.

I booked a deluxe room, but when I arrived the clerk tried to put me in a regular room, saying the deluxe was already occupied. I showed him my booking confirmation from the booking site, but that didn’t resolve it. The owner then tried to charge me twice for the regular room because I paid by credit card, supposedly due to their conversion rate. I pointed out that the conversion rate was already included in the price, and after I asked several times for an explanation, the answers made even less sense. I had to insist on paying the amount in my booking. On the first night, the owner was outside speaking loudly to the staff, and I could hear her through my closed windows, so a good night’s sleep wasn’t included. I’m now dealing with food poisoning, which I believe is because the hotel lacks hygiene. The staff, and especially the owner, were very inhospitable, and the wifi signal was poor. This was very disappointing and the last time I’ll book here. If I could, I’d give it zero stars. Be careful if you’ve already booked.