A small boutique hotel in the centre of the commercial district, Hotel Esplendor has a very nice modernist design and actually feels like a small art gallery - right down to the large art works on almost every wall.

However, the service did not live up to the appearance.

I had to wait for quite some time to receive attention at the front desk, and there were some issues with language (we conversed in English, and some of the staff member’s phrasing was a little rude - I’m sure this was only a language problem, but the other guests at reception at the same time were a little put out by it). The real problem, though, came when I returned to check in - I was given keys to a room that turned out to contain an elderly couple changing for their night out! The receptionist was extremely apologetic, but it took 15 minutes to sort out another room for me. The manager was involved, and explained that he would make sure I received special attention, asking how long I would be in my room so that he could get this organised. I assumed he meant food or something similar, and I had already eaten, but that did not matter as nothing ever turned up. Promises that are not followed through on are one of the worst things that a business can do - it’s many times better simply not to promise something rather than promising and then not delivering on it, of course.

I was upgraded to a suite with a jacuzzi, but when I tried to run a bath there was no hot water! Again, lots of apologies and a promise to call me when the water was sorted in an hour or so. The water was not fixed by the time I left the next morning.

On checking out, I was asked if I was totally sure that I’d had nothing from the minibar, and then charged full price for the room as booked on the internet. I explained my tribulations from the night before, and that the manager had failed to follow through on his promises. I received another apology and a very modest discount after making it obvious that it seemed a little strange to pay full price when I hadn’t even been able to take a shower, let alone a jacuzzi!

Not a good experience. Perhaps it stood out all the more because I’d just come from the Faena, but I wasn’t impressed at all. Perhaps these are teething problems for a relatively young hotel, but they have a lot to learn about customer service. I had really wanted to like this hotel, as I love its interior decoration, but I have to say I will probably never stay there again.

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