This hotel is now a Hilton (I think since October) and I didn’t see it posted so figured I’d add to this thread. I am staying here now. As a diamond I was upgraded from standard room to a one bedroom volcano view suite. However that’s about the only positive. Here are some of my complaints…

• I booked a rate online and got an email confirmation. Oddly the rate on the website went up by 60 dollars (like my booking increased). I contacted the hotel and they assured me my rate as quoted in the email would be honored, but when I checked in the rate was higher. Note it took a week to get a response from this hotel.
• I requested a dental and shaving kit. Both did not come up so I called again. It took 2-hours to get them. When they came I was told they would deliver toothpaste in a few minutes and it never came
• On the night of checkin I went to the executive lounge at 8:15 (open until 9) and they had no food and was told to come back in 10-minutes. I returned at 8:45 and again no food. I gave up
• I went to the executive lounge at 9:45 (open until 10) for breakfast and they had no food. Note Diamond breakfast is only in the lounge, which even at 6am has a very small setup, and shorter hours then the restaurant I spoke to a manager who told me to use the main restaurant for the rest of my stay, which was helpful.
• I have asked to speak to the general manager and was told he’s on vacation. I understand it’s Christmas week but this is a busy week for a brand new hotel. This really is not acceptable.
• The fitness center is not air conditioned.
• No welcome benefits for a diamond…which is to say the room only had one bottle of water, which is super odd in a country where you can’t safely drink water.
• The Wi-Fi only works in the main room of my suite, not the bedroom
• very dark rooms
• i requested a kettle to boil water. Room service never delivered it
• One working elevator…the other has been getting refurbished (according to the sign for a month)
• The pool is small and shared with a neighboring hotel.
• limit of 2 alcoholic drinks in the lounge per day…I don’t drink, so maybe this is standard…I’ve just never been told this.
• They do not seem to have a special line for diamonds to check-in.

To the hotels credit they did seem to care about my complaints…gave me a free dinner and a free night. Some other positives…

• The rooms do not have microwaves or refrigerators but they were put in my room upon requesting them pre-arrival
• The main breakfast is great with both an omelette and papusa station
• They seemed to care to fix the issues I mentioned. Not only was I given a free meal and day to apologize, some things seem to change. The lounge now seems to have more food and I think the air conditioning was turned on in the fitness center. Some things though can’t be changed…like a small pool!
• The views are great…I wish the location though was closer to downtown, but I don’t think any major hotel is down there.