Beautiful hotel. The whole experience was incredible, we felt like we were in a different era. I had the best sleep, the pillows were amazing, so comfortable! The food was spectacular. The service was great. We will definitely come back on our next vacation. One of the best hotels I have ever visited!
The hotel Casa Santo Domingo is a fantastic destination to stay and relax, many historic places and restaurants are in walking distance. Our room was very spacious and had all necessary comfort for our weekend getaway. The area of the Pool and Whirlpool are perfect for chilling. We had a wonderful time and can recommend this hotel to everyone! Thanks for a great weekend, we definitely will come back soon ☀️🌺
Exceptional customer service all the staff is amazing and the hotel has an amazing structure the hygiene is perfect and I felt safe. The restaurant has the best menú we had the breakfast and lunch every day during the week.
We take groups to this hotel every year. It is easy to book and work with the group agent. The hotel is so exciting and beautiful, I love sharing it with all the new participants. The rooms are deluxe! Every single room is beautiful, comfortable and upscale.
For how big this hotel is and for how it prides itself on being a “5 star” hotel, this is the biggest sham. It takes a lot for me to write a negative review about a hotel, but this hotel has disappointed me and my boyfriend from the very second we stepped foot onto its property and continued to disappoint us throughout our stay that I want to save people from wasting their time and money here. From the moment we entered this hotel, we could immediately detect the disorganization. We are used to people explaining where things are located on the property, especially for how big of a property this is. I understand there are “guided tours of the property” that can be booked. However, no one even tells you where to go for check in. There isn’t even a sign to point out where check-in is, just one map that says “you are here” and figure out the rest of the diagram to find out where to go. All of the employees seem too overworked to even greet their guests upon passing, which is a BASIC hospitality standard I’ve experienced in every single hostel, motel, hotel, and resort I’ve visited all over the world, in developing countries and first world countries, no matter the star rating. The front desk staff is extremely unaccommodating and rude. Language barrier is not to blame because we speak fluent Spanish. When asked if any rooms available now, she flatly said, “No.” While it is understandable that rooms are subject to availability, we could tell she was lying because she was so quick to say no and did not bother communicating with other staff members. When we asked if we could pay for late check-out tomorrow, which is clearly advertised for a fee at the front desk, she quickly and flatly said, “That is not possible.” She was not welcoming, and not open to helping us with any requests at all. After waiting for 1 hour already in the heat and being told to keep our masks on, my boyfriend had to go back to the same front desk woman and complained to her in order for us to be accommodated. She also deliberately covered her name tag because she knew she upset us. Why did it have to come to this point? If you work in hospitality, your job is to make your guests feel welcome. And if a room is not available at the time, offer something to at least make it feel like you care about your guests. I see a previous woman who reviewed, had her room upgraded for free, and got free drinks at the restaurant while waiting for her room to be ready. Meanwhile, we received no sort of option, nor did we receive any emotion to indicate that we are valued guests. While check-in is advertised as 3pm, other groups checking into their rooms in our area were caught off guard when they saw their rooms were still being cleaned at 3:30pm. I understand the whole world is short staffed right now, and people are trying their best. However, it is clear that this hotel just wants your money without having the staff to appropriately serve guests the way they should be treated. While my boyfriend and I were frustrated with our own check-in process, we couldn’t help but overhear multiple other guests also frustrated with the front desk staff. The front desk staff fails to explain anything: how to reach you when your room will be ready, where drinking water is located, what is included in our room, dining options, what time check out is, etc. I had to keep referring back to the hotel website and our booking to find out more information. Hotel management should be ashamed for what a terrible first impression the front desk staff has made. Upon finally getting to our room, we see that they actually charge for bottled water for a project to build schools, whereas every other country I’ve been to, and every other hotel I’ve been to in Guatemala, where you can’t drink the tap water offers bottled/potable water for free. We had to go up a flight of stairs to the “lobby area of our section” to get drinking water. Another inconvenience. The last hotel I stayed in at Lake Atitlan had a huge container of filtered water right in your room. There is also supposedly coffee at this drinking station, yet the coffee was always empty every time I checked from 7:30am to 9:15am. Was there any staff member in the area that I could ask for help? Of course not. Also, someone came knocking on our door at 8pm asking if we wanted him to clean our room. While we should have put up a do not disturb sign, I have never encountered someone in all my travels asking to clean my room at night. I’m sure this was something the manager poorly advised staff to do because this does not seem to be normal hospitality practice. The room accommodations are not rustic or colonial. Our room was run down with dire need for updates, the wall material/paint is terrible. We stayed in a room with direct spa access and could hear everything from the court yard of our section. If you’re a light sleeper, prepare to be woken up. The spa access with the jacuzzi area is pretty, but in the afternoon, there were several loud groups, and once again poor management from the hotel that could not control the noise level. For what appears to be such a big operation of a hotel, they need to re-evaluate and retrain the quality of their staff if they really want to pride themselves as being a “5-star” hotel. I have received better customer service from hostels and 2-star hotels. I see in previous replies from customer service that they keep using covid precautions as an excuse for failing to figure out the best way to accommodate everyone. Apparently the rest of Guatemalan tourism has it figured it out, except for this hotel. After reviewing such disparities in previous guests’ experiences here, where other reviewers give this place either 1 or 5 stars, and seeing customer service reply back saying, “Next time you stay in Antigua, I’ll accommodate you directly.” Truly, what a joke. The issues that arose during this visit should not have been an issue in the first place. It is clear from previous reviews that this hotel has made no efforts on improving the areas that desperately need improvement. Obviously, I would never choose to come back to this hotel. If you want the best customer service and an actual beautiful room to stay in Antigua, I highly recommend staying at San Rafael Hotel, which also has a better central location. I wish I had chosen to end my trip there like how I started it there, instead of leaving Guatemala with the terrible impression that Casa Santo Domingo has left. Please skip right over this hotel/museum/spa.…
We organized a summit in which we invited 90 customers worldwide for four days and three nights. We couldn't have chosen a better place; the hotel is breathtaking very unique. Likewise, we received tremendous support from the staff to put together the event. They helped us out with all the planning and execution. Without any doubt, this is the best hotel in Antigua, Guatemala.
Excellent attention to details. For example, as the bellboy brought us to our room he quickly saw the need for a second luggage rack. Without asking or prompting he quickly found another one. It’s a small detail but it is those little things that make their service level 5 star. Another example - they upgraded our room but it was not ready yet. They sent us to the restaurant for complimentary drinks while we waited. They took care of everything. Amazing spa. Gorgeous rooms. Interesting museums. Great front door staff. Like an oasis in the city. Short 10 minute walk to arch or Merced. Beautiful and serene. Would highly recommend to anyone and plan to return.
This hotel-museum-church-ex monastery is a unique experience: full of antiquities, a wonderfully tranquil garden amid old ruins and an amazing spa. An absolute must in Antigua to wind down in a very stylish Antiguan setting. It has museums with ecclesiastic artefacts and a chocolate museum.
The staff is super professional. Gerardo Garcia y Evelyn Rodriguez always take care of all the details of our stay at the hotel. We used to go every year, but due to the pandemic, it took us almost three years to go back....it was like going back home, a pleasant experience. It was nice to see them again. Thank you so much for all you do!!!
Overall a good hotel, but no 5*. Beautiful property but aging accommodations (Old bed, furniture, etc.) Service front desk extremely slow. Breakfast is good but I think it is expensive compared to the cost in Guatemala. The hotel is old but clean and in good condition. The rooms are spacious. The cost of the Spa is acceptable.