Souma Hotel, Vignette Collection by IHG

I've traveled to over 150 countries, and this is my fourth visit to Lima. Unfortunately, it's been my worst experience with Iberostar in Latin America and the most disappointing hotel stay in Lima. The lobby was chaotic upon arrival, and the check-in process was unpleasant. The receptionist didn't greet us and took an extended time to check us in. The time was past 5 p.m., two hours beyond the regular check-in time, we were assigned room 1304 – “13” an unlucky number in the Western world and “4” associated with death in Asian cultures. Upon entering the room, we discovered two beds despite my reservation request for a single-bed room as a couple. Despite our situation, the receptionist failed to address this oversight during check-in. We managed to switch rooms, but the new one lacked a window, feeling like a confined space on the Lima cliffs for the price we paid at a supposedly 5-star Iberostar hotel. The room also had a musty smell, likely due to poor ventilation behind a covered wall. To add to the dissatisfaction, we were charged $4-5 for a few pads without prior notice. This stood out as unusual, considering our recent stays in Brazil and Ecuador where no other hotels charged us for such amenities. Additionally, communication proved challenging as most staff, including the receptionist and concierge, struggled with English, causing significant communication difficulties. I could only comprehend 30-40% of what the receptionist Angelo said, and when I called the concierge, the lady requested me to repeat myself more than eight times. Despite these issues, the door attendant, Enzo, stood out with his excellent English, helpful attitude, and dedicated efforts to assist us. Kudos to him for being a bright spot in an otherwise disappointing experience. P.S. The rooftop swimming pool is notably smaller than depicted in the advertised pictures. Additionally, there have been repeated attempts to open our door early in the morning, accompanied by disruptive noise from the covered wall outside our windows. Again, the housekeeper even doesn't comprehend terms like "tissue" or "paper napkin." Holy!!! HELP!

Love this hotel; friendly staff; front desk personnel went above and beyond to help me. the rooftop bar by the pool is beautiful. the views are nice. the room is modern.