Swissôtel Quito 5 stars

The service in the lounge was terrible. The server was very slow and got our orders wrong a few times. The pool was too cold and even though the hotel said it had pool service, it was too complicated to use with a QR code and contact through WhatsApp. It seemed nobody at the hotel even had a clue about thus service. The rooms were comfortable and the front desk staff were helpful. They gave us a ride to the main tourist area and told us about things to see.

The concierges - Andres and Fabricio - went above and beyond to help us. We had previously booked a hotel in Riobamba (quindeloma art hotel) but had to cancel for health reasons. We gave more than a months notice to Quindeloma, and their cancellation policy is 7 days. I had been emailing them over a 6 week period for a 130 dollar refund of deposit. They ignored me and then I asked Andres in the swissotel if he could help. He called and persisted to push them for a refund on my behalf. Finally Quindeloma said that I needed an Ecuadorean bank account to receive the refund! So Andres organised for the refund to go to a colleagues bank account and then went to a cash machine to get it for me! Unbelievable and fantastic customer service.

This hotel is very clean and has great staff; Camila and Anahi at the front desk were very nice and gave great service. The pool area is nice as well and the gym attached to the hotel is bigger and has real gym equipment. It was a short stay overnight so I can’t say too much about the surrounding area but overall I’d recommend this hotel.

Great hotel Great location Lots of things inside and fabulous artisanal shops within the hotel Amazing staff And the concierge Eduardo was so helpful and helping us find the best restaurants in the city to dine

Admittedly I am an American that hasn't stayed at a non American hotel in a long time. Do people in other countries really liked sleeping on boards? Asked about purchasing roses and the they didn't know? The beds are uncomfortable for someone that enjoys the heavenly beds from the Westin chain and admittedly feels like a cheap bed in cheap motel off American highways. It must be for a different taste. This is so uncomfortable I figured I would write a review. I enjoy comfort and customer service. The language barrier with even the front desk was an issue. I know this is Ecuador but I am accustomed to at least the reception desk being fluent in English. I had a questions right after checkin and it took 3 transfer for them the understand the word "drapes" Hopefully I will be able to sleep. Comfort and customer service is most important to me. Hmmm