With 75 rooms on 2 to 4 levels, Hotel Real San Juan is deceptively large. It was established 30 years ago in what was once three residences. For that reason, it is built around four separate patios, three of which have fountains. All rooms are located around the perimeter of the patios and are accessed via hallways that are open to the patios on one side. The patios provide peaceful retreats from the busy city outside. Our room was fairly small but had a lovely small balcony overlooking a quiet patio. There were some renovations going on in early March 2017 but they were no bother as they only took place during daylight hours while we were away. Our room (#223) was recently renovated and had a modern bathroom with a large shower. Our bed was OK. WiFi access was good. We didn't get an included breakfast but there is a buffet breakfast available for purchase. The buffet is not cheap but worth checking out. Filling up there could tide one over until supper. The hotel is located about a 10 minute walk to the Catedral de Guadalajara, the heart of the historical part of the city. We found the staff to be very polite and helpful and would stay there again if we return to Guadalajara.
Traveller from Calgary, Canada
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"Stay with family: Customer Service can be improved"
The checking in experience was very disappointing. Having booked the room well in advance (and paid for it) I called a day before the arrival to check everything was OK. They confirmed my reservation (2 rooms) and told me that I had a double bed bedroom and a king size bed bedroom. Arriving at the hotel the staff confirmed my reservation and gave me vouchers for breakfast (as indicated). Everything fine until the moment we went to our rooms and found out that both were double bed rooms and one of them was significantly smaller than the other. I called reception, saying that I was expecting one of the rooms to have a king size bed and both of them having similar sizes.
The people at the reception desk could not solve my complain and limited themselves to say that (1) the king size bed room was a mistake and (2) the rooms were ALL different in the hotel and the sizes were similar.
I was not happy and said that the argument of having all different rooms at the hotel was not valid given that the differences of sizes were significant and I had paid the same rate for both rooms.
Manager was called to intervene and she finally solved the issue with moving us to another (larger) room.
The issue here is: this situation could have been solved quicker if staff was empowered to take actions - they were not able to help and their attitude was unhelpful and foolish.
In contrast, the people at the restaurant were great. They should train staff at the front desk.
Traveller from Mexico City
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