Hotel Arroyo Express

The way we were treated at breakfast left me upset and humiliated. I’ve never felt singled out like that, especially in my own country, and I wouldn’t stay here again or recommend it. We’d booked two rooms for five adults and four children, with breakfast included, and added another night with breakfast as well. On the first morning, only three adults and three children went down. We were seated quickly and treated kindly. The next morning, our whole group waited more than 30 minutes while several well-dressed people who came in from the street got tables right away. The hostess said we had to wait because we were a large party. We stayed patient, but then a party larger than ours was seated within five minutes. Staff said they had a reservation, although we’d seen the table being cleaned and thought it was being set up for us. When we complained, we were told our breakfast passes were “complimentary” and paying customers had priority. That was upsetting since we’d paid extra, about 50-100 pesos per breakfast. We asked for a refund and were told the hotel couldn’t give one because the restaurant and hotel were separate businesses. The manager spoke only to my husband, ignoring me. He offered to seat us if we split up on opposite sides of the restaurant. We said no, and he then offered a table right in front of the bathroom. I’d had enough by then. At checkout, he stopped my husband again and offered a small refund, supposedly from his own pocket, but only to a credit card even though we’d paid cash. With the exchange rate it would have been about $20, nowhere near enough to cover the cost or the disrespect. We stayed in December 2024. At first things seemed good: the rooms were fairly clean, and the staff were polite and welcoming.