Hotel Carvallo

I stayed at Hotel Carvallo from January 11th to 12th. My family had been staying there for two nights already, and everything was going well until it came time to settle the bill. The hotel needed to refund us for a night we hadn't used. When the receptionist calculated the refund, he mentioned that he had received instructions to deduct the commission charged by the hotel for managing the credit card payment. This seemed odd to me, as these costs are typically borne by the hotel, especially considering that we had also made a cash payment deposit. Later, he indicated that the amount they were going to deduct corresponded to the commission for the total credit card payment, not just for one of the eight nights we had reserved. I requested to speak with the person in charge. This is when the hotel manager, Mr. Luis Meneses, attended to me—a completely rude and discourteous individual who aggressively tried to impose his viewpoint. When I explained that they shouldn't charge us the commission for the entire payment but only for the night they were refunding, he eventually understood. He simply wrote down the refund amount on a piece of paper, turned around in silence, and walked away. There were no apologies, especially to my elderly parents who were horrified by how the gentleman spoke to me. I understand that billing mistakes can happen, but I believe that the attitude of individuals dealing with customers should always be courteous and polite. This incident, coupled with Mr. Meneses' behavior, left a negative impression on our overall experience at Hotel Carvallo. I hope that the management takes this feedback constructively to improve customer service in the future.

Lovely historic colonial hotel in the heart of the Colonial district. The inside has been immaculately restored and maintained, original antiques throughout with sitting rooms and nooks. the only thing that I would suggest as a change is to put better ventilation in the room. No bathroom fan or outside windows - a bit stuffy but even a room fan would have helped..Soft goods were nice, spotlessly clean. Amazing breakfast included in the price.. When we got ready to leave, there were no taxi's to the airport because it started to rain on a Sunday afternoon, so the front desk arranged for one of the employees to hustle us up the street to the nearest street-car station, inserted the money and retrieved our tickets and got us on the car with instructions on where to get off. They were so helpful and thoughtful through our whole stay. Couldn't have had a better hotel stay in such a beautiful city.

Finding the place was a bit of a chore. Traffic on Gran Columbia was stopped for a few minutes so I paid my cab (bargain cab fares in Cuenca, just $2.50 from the airport!) and walked the last 200 meters and walked right past the Hotel Carvallo. The sign on the door said Hotel Lleno so I kept going. Yeah, it is funny now that I know Hotel Lleno means no vacancy... LOL! I hope someone learns from my error. Anyway, I got checked in and climbed up the stairs to the third floor and my room was in the back overlooking a sea of terra cotta roof tiles. Beautiful in my eyes! There is an atrium so lobby sounds do transmit themselves to the rooms a bit but the bed was comfortable and the bathroom was clean and modern. Great shower. I kind of wish there was a little fridge at this price but that is minor. Staff was uniformly excellent and the breakfast was simple but good. I just wish I could remember all the breakfast drink names. There was a slightly sweet white one that was vaguely similar to tapioca and the red one was some sort of fruit. Good stuff and very good regular coffee.