Golden Bay Galapagos

The manager and team was very amazing

The hotel is outstanding . Everything is white in the room and brand new . They offer a welcome drink . Breakfast is delicious : buffet and order in options are both available . The staff is super friendly . They tried to arrange tours for me . The town is super charming and you are surrounded by seals . My room was over viewing a beautiful garden . There is a garden on the ground floor as well . Air conditioning and Wi-Fi both work great at this hotel which is not the case everywhere . Dinner menu is limited but pizza is great . The pool is closed for maintenance .

I usually never write reviews, but this is worth it.. and simply because with a simple gesture they could have made a client at least less angry for the troubles caused and avoid this review.. I spent 2 nights only, from the 31st of December to the 2nd of January. To start: We arranged a car to pick up us the airport, the person who came from the hotel was not careful and when closing the door, smashed the hand of my 6 years old daughter. Not a single act of consideration/respect to say I'm sorry, or any kind of apologies, or even check if she was ok... *No one ever picked up the phone at the reception, so if you ned something you have to come down and talk to someone personally. We informed about this and they claim the network might not be working * Another minor issue: the safe was not working, they came to fix it but agreed that was having issues and offered to replace it.. * We tried to have dinner at the restaurant, and they told us we couldn't because we didn't have any reservation and this should have been informed at the time of check inn. Of course, no one ever informed this at the check inn. *I had a small issue with some ice I ordered that never arrived to the room, and it was solved by Francisco who among the staff together with Wensel are the only ones that showed real care. *Today at check out I asked if they could make a little gesture and grant us a late check out, whatever they could, and the reply without even finishing asking: NO.. Check out is at 10am, and check inn at 13hs. I explained all the issues to the receptionist and told him if he could just help me out with at least an hour or something. And he said that it was not possible. I paid 2105usd for 2 nights.. for 1k a night and after the issues we had a simple gesture would have made it.. Later on, while I was having breakfast he said he talked to the manager and that it could be possible to stay until 12 but if I pay 140 usd. ..so this really made me want to write this review. *Our room had a little view to the beach, so at night you will get to hear the sound of the sea lions..so if you need silence better to ask for a room at the back. *The hotel is super nice, good rooms, good shower, AC and wifi worked smooth, ..but the way they treated us after I told them everything was simply lack of empathy. Never coming back here.. *ah. one more thing, at the time of check out, my luggage was taken b leaving some group operator .. and I have to let them know that I was no part of the group to bring them back to the hotel. So if I didn't informed them, my luggage was probably on the way to who knows where.. so this is just lack of attention, lack of consideration and even more for a guest who showed his disappointment, they should have just have a little consideration.. something, even if it's not possible there is always a way to say I'm sorry, thank you, etc. but they simply didn't care, and opt to ignore (because it reached the manager)... since they are probably fu