La Zayapa Hotel

I think this hotel has horrible customer service and may be dishonest. I booked a “FAMILY” room through ******* and somehow it only listed one person. I swear I said 2 and that it somehow got changed in the system. Nonetheless, I paid cancellation fee. Anyway, the hotel had written me via WhatsAop and said that ******* had to change it to 2 people “within the reservation” .Or there would be all sorts of additional charges, increased room rate, etc.!! ******* refused to change it to two. So I decided to cancel and book elsewhere. At which point I was told that there was was some hard-to-find, tricky caveat and they were still keeping a large part of my money. In the meantime, I reached out to the hotel on WhatsApp five times over the last three days. And they are no longer responding . I guess they want to keep the money they get for cheating me. I mean, they could simply change the room reservation to two. Or honor my reservation. But it seems they are greedy and dishonest. I am deeply disappointed in the hotels treatment of me. Not to mention *******, who gave me a customer service rep named Alia who said she was my person. And hasn’t responded for two days either. I finally called someone else and got the bad news that I’m being cheated.

Beware of booking this place on **********. I booked two nights and minutes later realized my mistake. It took 17 messages and $110 USD fee to cancel. They would not budge, even for a few minutes of a reservation.

We had an unpleasant stay at this hotel. First, the hotel has excellent location within visible distance from the pier. The hotel is clean, and room was nice with good shower and breakfast. I had a great snorkeling in front of the hotel and at adjacent little beach. Unfortunately, our stay turned sour the day before check out. We booked the hotel for 3 nights through *********** for two adults, 1 child many months before our trip. The payment was not through *********** but arranged directly with the hotel which I paid promptly. A couple months before our trip, the hotel contacted me via whatsapp asking for payment which I replied that I already made the payment. No problem there. We finally arrived and checked in smoothly on our arrival date with all 3 of our passport copies were taken. We actually were happy with the room and the hotel itself. The day before our check out, we returned from the beach around 3pm. Upon entering lobby, Evelyn, whom we never met, asked for my name. There was no smile, no greetings as hello, how are you, how is your stay. She instantly asked for my name and said there was a problem because we had extra person in our room - our 8 year old son. Since our reservation was for 2 people, we owed the hotel $56/night in addition to our original booking, and we must make the payment immediately. I asked why was this not mentioned at our check in and she said the hotel missed it.I told her I'd double check the *********** reservation and went to the room to clean up. We went to dinner and got caught in rain storm. When we returned around 7pm, there was no one at reception. We went to the room and there was a note under the door saying we must pay right away. I was busy cleaning up and getting my kid ready for bed when my husband said my phone was constantly ringing. Between 6:27pm-6:50pm, there were 3 texts, 1 missed call and voicemail, from the hotel director, Erik Valverde. With the last text threatening us if we preferred to resolve the payment issue with the police. He also called my name incorrectly. The next morning, he texted again before 7am. I replied that he got my name wrong and I was shocked by how he and his staff treated the hotel guests this way. After breakfast, we negotiated our payment down to $130, paid it and checked out. This was our last and fourth hotel in Galapagos and we never had any issue with any hotel except this one. Upon checking *********** reservation, it was for 2 people. We had no problem paying what was due but we were appalled by the way the hotel handled this. It was very hostile. The entire staff was unfriendly other than Isidro. If we had known that we would have to pay additional fee for our kid, we'd have stayed somewhere else for that amount. We did not even eat breakfast the first morning due to early excursion and we received two towels daily until last day. The floor towel in bathroom was dirty by second day, but it was never replaced. None of this mattered and we must pay the add