Hotel Plaza Las Americas

Very poorly maintained, poor air conditioning, substandard bathrooms, large but old rooms. It might be worth 2 stars. With a little TLC, it could easily be 3. It's in terrible condition. A real shame.

During my stay at the Hotel Plaza de las Américas in Cali, I experienced several problems, mainly related to customer service, although the facilities are good and the location is convenient. Before the trip I had difficulty securing payment for my reservation. The receptionist told me I couldn't pay before check-in, even though hotels usually accept prepayments to guarantee reservations. I had to insist several times before they finally accepted the payment, which created a negative first impression and showed a lack of flexibility in the process. Day 1 – Arrival and check-in I arrived at the hotel around 10:00 a.m., several hours before the standard check-in time (3:00 p.m.). I was assigned a room without a window and with obvious wear and tear, although the facilities in general are good: a pool, Turkish bath, and sauna, plus breakfast is included. However, there was a lack of communication: I wasn't informed of the breakfast schedule, which caused discomfort with the chef the following day. Furthermore, the receptionist displayed illogical behavior and a lack of willingness to resolve problems, negatively impacting the experience from the start. Day 2 – Room Cleaning and Food Issue Upon receiving my clean room, I discovered that my food had been thrown away. I attempted to resolve the issue with the receptionist, but was told there was no solution. When I requested a formal complaint form, I was informed that only a very limited suggestion form existed, which did not allow for explaining the situation or detailing the problem. I had to use this form to suggest the creation of a proper complaint form, which is unprofessional and generates unnecessary rework. It is important that the hotel has clear procedures and forms that allow guests to formally register actual problems. Day 3 – Compensation and Check-Out On my last day, I spoke directly with the head of reception, who was surprised to see that I had not been refunded for the previous day's meal. He ultimately handled the compensation correctly, providing a complete and satisfactory lunch. However, at check-out, the same receptionist who checked me in denied me access to the pool, Turkish bath, and sauna, despite having told me on the first day that I could use them after checking out. This inconsistency created an unpleasant feeling. I was only able to use the restrooms because, by chance, they were located in the reception area; otherwise, I wouldn't have been able to use them. Breakfast and Food Breakfast isn't very varied. The fruit was sometimes spoiled (like the watermelon), while the pineapple was fine. The cereal selection didn't change, and the eggs weren't served buffet-style; they simply ask you what you'd like. The bread station is the highlight, with options for paninis or toast. Overall, the quality of the breakfast doesn't compensate for the problems with the service. General Experience The hotel has good facilities (pool, Turkish bath, sauna) and a strategic location near supermarkets, transportation, and tourist attractions. However, customer service is poor: • Operational staff lack the autonomy to resolve problems. • Any issues must be escalated to the head of reception. • The staff's attitude is unprofessional and, at times, illogical. • Guests are allowed to discard their belongings without authorization. • There is no flexibility in the services, which leads to frustration. If it weren't for the head of reception's intervention, many problems would have gone unresolved. Conclusion Currently, I do not recommend this hotel due to the terrible customer service, despite its good facilities and location. Perhaps in the future, with proper training, more flexible staff, and clear procedures, it could be a recommendable option. In the meantime, this experience could ruin a trip.

The rooms were unclean; in my experience, there was no TV remote. The breakfast was bad, and customer service was poor.