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The positive:
The hotel is very clean and has a beautiful, modern design. We stayed in a renovated room with a spacious and comfortable bathroom. The Wi-Fi worked well throughout our stay. The highlight was Elizabeth, who was incredibly kind, helpful, and attentive—she truly saved the experience.
The negative:
Unfortunately, we had a very unpleasant experience even before arriving. We were told that our payment hadn’t gone through, even though we checked with our bank and everything was fine. We attempted to pay through their online link, but their platform wasn’t working properly—it allowed us to input card information, but there was no “submit” button to complete the payment.
Upon arrival, we discovered there was no physical front desk—everything had to be done online or over the phone, which was extremely inefficient. We received a rather hostile message stating that if we didn’t pay immediately, our reservation would be canceled. We were more than willing to pay in person, but they didn’t accept cash and didn’t have a card terminal, which is unacceptable for a place that advertises itself as a hotel, not an Airbnb.
While already at the hotel, speaking on the phone with Fernanda, we tried to input our payment information 3 or 4 more times using their “Pago Fácil” link, and it still didn’t work. They offered no alternatives, and simply repeated the same instructions without acknowledging the fault in their system.
Frustrated and tired, my husband decided we should cancel the reservation and find a hotel where we could pay without all these complications. As we walked down the street looking for another place and a taxi, we suddenly received a text message saying the charge had miraculously gone through. Around that time, Elizabeth came running to catch up with us and kindly helped with our bags. We are very grateful for her professionalism and warmth.
My husband still felt disrespected by the way we were treated, so he spoke with Fernando from their phone support team to explain how upset he was. We were told they would do something to make it up to us—but we never heard from them again.
Conclusion:
We will never stay with HOLT again. The experience was entirely unprofessional and unethical. We travel frequently—at least 4 times a month—and have never had issues booking through Expedia. This made us feel like we didn’t know how to use a platform, when the problem was clearly theirs.
There are plenty of better hotels in the area, with better locations, better prices, and most importantly, a real front desk with real people ready to assist you in person.
