We are not happy with the customer service. Hotel is in Santiago which is not a touristy town and does not have any water ferry to get to after 4:30 in the afternoon. We felt the town was not very safe and tourist friendly.
We spoke to them about checking out after first night. Initially they agreed and still ended up charging for 2 nights. It was extremely frustrating working with them.
They charged us in cash and then twice on card just for one night. After we disputed they returned us the cash but only after we got an alert from our bank that they charged our card multiple times.
Hotel inside is okay once you get in there. However location, customer service and communication is seriously lacking. Pictures don’t do justice and the hotel is not what it looks like in the pictures.
Supriya
Supriya,2 晚家庭旅行
Hotels.com真实住客点评
4/10 尚可
2025 年 12 月 30 日
The room and staff was great, location was not ideal
AASHTHA
AASHTHA,2 晚行程
Expedia真实住客点评
2/10 很差
2025 年 12 月 29 日
I have never felt more unsafe or disrespected in my life. While the Hotel Palmera Dorada itself is decent on the inside with nice rooms, everything else about this stay was a nightmare.
The Location: The hotel is situated in what feels like the most dangerous neighborhood in Santiago Atitlán. It is surrounded by pitch-black alleys with zero lighting and is constantly teeming with drunks and suspicious individuals. We felt like targets every time we stepped foot outside the gate. If you value your safety, do not stay here.
The Checkout (The Breaking Point): Despite having fully prepaid my stay through Expedia, the checkout experience was traumatizing. An armed guard physically blocked us from leaving the premises. They refused to let us exit until they had "inspected" the rooms, treating us like common thieves or criminals.
I have traveled all over the world and have never been subjected to such a humiliating and hostile protocol. Being held against my will by an armed individual over a pre-paid room is completely unacceptable.
Message to Expedia & Management: I am expecting a formal response from Expedia immediately. This was not just bad service; this was unlawful restraint. I am currently in the process of escalating this claim with a lawyer to address the actions of the staff and the lack of safety at this location. STAY AWAY.
Ricardo
Ricardo,1 晚家庭旅行
Expedia真实住客点评
10/10 绝佳
2025 年 2 月 5 日
Adam
Adam,1 晚行程
Expedia真实住客点评
8/10 很好
2024 年 12 月 23 日
Antonio
Antonio,1 晚行程
Expedia真实住客点评
8/10 很好
2024 年 12 月 1 日
The hotel was nice but the food wasn’t
Max
Max,1 晚行程
Expedia真实住客点评
10/10 绝佳
2024 年 6 月 10 日
I strongly recommend this hotel to all tourists who want to have a great time in the area
Leticia Sofia
Leticia Sofia,2 晚家庭旅行
Expedia真实住客点评
10/10 绝佳
2024 年 3 月 26 日
Nice place to relax, close to the Lake
Felipe D
Felipe D,1 晚家庭旅行
Expedia真实住客点评
2/10 很差
2024 年 3 月 10 日
the hotel is very expensive but it don’t has really good infraestructure, food is really bad, hotel is dark and sad. We were noked for 2 nights but we decided to leave the first night. They dind’t want to mede a refund.
Evelyn
Evelyn,2 晚家庭旅行
Hotels.com真实住客点评
10/10 绝佳
2023 年 12 月 27 日
Fantastic Stay in Santiago Guatemala
Wonderful world class hotel in Santiago so good. We loved the pool. The bed was great and firm and plush.
Keith
Keith,1 晚行程
Hotels.com真实住客点评
10/10 绝佳
2023 年 12 月 26 日
Palmera Dorada Hotel
Palmera Dorada Hotel was great. Very clean place and staff is very helpful. The food was phenomenal. I had dinner twice there and the food was like eating at a five star restaurant, It was surprisingly good.
The hotel is a 10 min walk to the boats that take you across the lake for town hopping. Lots and lots of places to eat, located in the Heart of Santiago, Atitlan. I would definitely make reservations here again in the future.
For travelers with rental vehicles, I would say be weary of tight spaces. I had a small car so I had no issues weaving in and out of the streets. Big SUV's and trucks will probably have a harder time getting around.
There is plenty to see and plenty to do if you decide not to cross the lake. A few blocks from the hotel is a market that offers everything you want at very affordable rates as well as plenty of small food stands that offer the best of Guatemalan street foods.
I was very happy with my stay and couldn't have picked a better place.
Erik
Erik,3 晚家庭旅行
Hotels.com真实住客点评
8/10 很好
2023 年 11 月 12 日
Lujoso y con una maravillosa vista
La llegada hasta el hotel en carro por el tipo de calles del pueblo es un tanto complicada y al llegar siendo la 1 PM salió una señorita que nos indicó que el check in era hasta las 3 PM, y en la confusión de este mensaje nos dió a entender que no podíamos ingresar a las instalaciones antes de esa hora. Finalmente nos abrió el portón para ingresar al parqueo y realmente nos sorprendieron las instalaciones. En general todo estuvo de maravilla, pero las camas dobles no son tamaño Queen, pero muy cómodas eso sí.
Gabriel
Gabriel,1 晚家庭旅行
Hotels.com真实住客点评
10/10 绝佳
2023 年 7 月 3 日
Excelente hotel la piscina una belleza
Mishell
Expedia真实住客点评
6/10 好
2023 年 4 月 20 日
El acceso es muy complicado no nos dejaron usar la piscina