Hotel Cerro, Autograph Collection

Unfortunately still the same problems! Shower floods! Water from the shower does not drain, instead it pools and then overflows out onto the floor outside of the shower stall. Had complained about this during our second stay at this hotel and was seriously shocked and dismayed to find they had put us in the same room with the very same problem! Am completely shocked that management hasn't done any correcting of the problem and had the nerve to put us back into the same room with the same problem! (NOTE: We were not the only ones experiencing the flooding; another patron expressed the same complaint of flooding!). To add insult to this experience, the front desk's response was to "add 10,000 points to my Bonvoy Membership, (NOTE: IT'S NOT THE NUMBER OF POINTS THAT COUNT TOWARDS UPGRADING MEMBERSHIP STATUS, IT'S THE NUMBER OF NIGHTS STAYED!) So, bonus points that mean nothing; having to call the front desk to complain; mopping up the flooded floor; more wasted time in setting up a dike of towels in the shower to prevent flooding and slips or falls constitutes a very BAD EXPERIENCE! Because of repeated problems will downgrade to 1! Maybe they don't appreciate our business. OK, got it! Won't return! Not the Marriott hospitality we expected for $300.00 a night!

The attitude We arrived at the hotel on August 1 around 2pm. The young lady at the front desk was not friendly and told us to return at 4pm for check in. Whatever it takes to be kind and welcoming this hotel wants no part of it. Not once when we came in after dinner or walking the town did anyone even look up, smile or greet us, ( the exception was Matt who was later at the front desk and a young man at the valet station). The room We booked one of the loft rooms because they looked so chic in the online photos. The furniture was beat up looking windows were filthy and the sheets hadn’t been changed on the pull out couch. ( pictures are attached). After fees we paid almost $1000 a night for this room Check out On check out we asked three times for a luggage cart to be brought to the room. We finally went downstairs to the valet and asked for one ourselves, no one had contacted them. I should also mention at this point that parking is $45 a night. All in all our experience was cold and unfriendly Needless to say we would never stay at this hotel again.

The manager Matt chose a great team to run this hotel. Izzy at the front desk was more than helpful for the two nights we stayed for Independence Day weekend. She was patient even though my family and I had weird request throughout the night for extra towels and blankets. She rushed them up herself when the cleaning team was busy with another room. Hugh, Jesse, and Sam in valet were very professional and had no issue driving my manual Dark Horse. The room was beautiful and I had to check twice that we weren’t at a 5 star hotel. So clean! Of all the hotels we’ve stayed in the world, this is the only one in the top five that is a 4 star hotel. The only issue we had is with the WiFi and getting the TV channels and apps to work. Hopefully these will be fixed next time we come by. Thank you Hotel Cerro from our family and doggos.

Overpriced ($500 a night) and Underwhelming Stay This hotel is absolutely not worth the $500/night price tag. I drove 4 hours expecting a restful and high-end experience, but my stay was disappointing from start to finish. Doors were slamming all night the first night, and there was loud partying outside the second night that made sleep impossible. There was a power outage during my stay, and basic amenities like a disposable toothbrush weren’t available when I asked. I requested a room change and was told nothing was available. They only waived the parking fee ($90 total), which doesn’t come close to making up for the disruptions and lack of service. Definitely not the standard I expected at this rate. I would not stay here again.

Hotel CERRO and its manager Vance went above and beyond expectations after we encountered and overbooking issue on a busy holiday weekend and they were not able to accommodate our reservation, things happen… and while we were trying to figure out where to stay elsewhere at the hotel bar they stepped up and covered our bar bill and found us and paid for accommodations at another hotel, and personally drove us there to check in then drove us to dinner recommendations in town. Can’t say enough about how they rose to the highest level of customer service after an unfortunate situation. We highly recommend staying at this hotel!