Property Information
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Resort Details
General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating
391 reviews
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Jun 26, 2024They exceeded expectations.
I had an exceptional stay at the hotel. The staff, especially Christopher Botones and José from the restaurant, were incredibly friendly and helpful, delivering outstanding service. Christopher was attentive, and José, an excellent specialist waiter, ensured a memorable dining experience. The menu variety was impressive, and the quality of the food was top-notch. The prompt response time and spectacular service exceeded my expectations, and everyone was highly professional.
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Jun 22, 2024Airport Stay
Stayed at the Best Western before an early flight home. Compared the the other places we stayed in Nicaragua for the same price, the room was much smaller, it had a lot of mosquitos and flies in it, the walls were paper thin so you could hear everything. The only real benefit is how close it is to the airport, made it easy to get there when we had an early flight. Service staff was great though.
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Jun 12, 2024Don’t have high moderate expectations
Don’t have much expectations when you stay. The hotel lobby and grounds are beautiful but many rooms have not seen an update and are in need of one. Don’t eat at the restaurant as many of our group has gotten sick on 2 different starts.
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May 20, 2024
Las Mercedes
This is the best hotel I have ever used. The staff is always welcoming, friendly and helpful. The food is amazing. The rooms are clean and the beds are comfortable. The property is clean and very well maintained and I have always felt very safe here.
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May 12, 2024Worst hotel experience ever!
I booked one night (5/10/24) only through the Best Western Hotels & Resorts website, I signed up for the Best Western Rewards program and as a Blue Member the rate code used was "Rewards Member Book Early And Save" I paid $ 142.16 (taxes included). I visited Managua for a few days. I planned accommodations at a different hotel except for the last night. My AA flight was scheduled to depart at 6:25 a.m. I didn't feel safe taking a cab from the other hotel in the early hours of the morning to the airport since I was traveling by myself, for this reason I booked the last night at Best Western Las Mercedes; this hotel is located across from the airport. I went to bed early. I was assigned room #48, the first room to the right outside the lobby area. Sometime before 11:00 p.m. I was awakened by the sound of water drops. The beds do not have a headboard, there are light switches located on the wall behind the pillows. I turned the light on and noticed water dripping from the ceiling onto the nightstand close to me. I got dressed and went to the lobby. Marcos the attendant who had assisted me during check-in was still at the front desk, there were other employees there as well. I told him what was going on. I stood there waiting for someone to go to my room and look at the leak in the ceiling but that didn't happen. I stood outside my room for a few minutes waiting for help. An employee walked by me, went down the hall and opened a room's door, close the door and came to me and said, "I will help you with your suitcase." I grabbed my things and followed him to room #54. I asked him for the name of the Manager On Duty, and he said, "Dixon" I asked for a last name, he said he didn't know it. The A/C temperature was set at 17 degrees Celsius in Room #58; the previous room's A/C was set at 23 and it was blowing cold to the point I dialed the temperature to 25 degrees. The A/C in Room #54 was not blowing that cold at 17 degrees. I went back outside and asked to speak to the manager, Dixon Valverde. I explained the events of the night and told him I wanted a discount towards my bill for the inconvenience I was going through, he first said in Spanish, "I apologize the room is not up to your standards, but we cannot control mother nature." referring to room #48. I listened to him and could not comprehend, what does rain (mother nature) have anything to do with a leaky roof? He then said in Spanish, "We cannot give you a discount because you used a platform to make your reservation, you didn't book through us." I replied, "I booked my room through the Best Western webpage, are you saying I was supposed to call your hotel here in Nicaragua to make my reservation? Who does that? I have never in all my years traveling contacted by phone every hotel I planned to stay at." Regarding the A/C in Room #58 he said he could send someone to look at the unit, I said," The ceiling leak woke me up, it will probably take me a couple of hours to fall back asleep again, I have to be up by 3:45 a.m. at the latest and you think I want to wait for someone to come to my room to take a look at the A/C unit?" I was not asking for a full refund, only for a discount. It was clear to me that this manager didn't care, one cannot argue with someone who lacks commitment to customer service and professionalism. Not only did he insult my intelligence with his absurd excuses, but he also said, "What I can do is on you next visit...?" I thought to myself, "My next visit?" I told him I didn't appreciate his excuses and walked away. Why would I want to stay at this hotel again after this experience? Dixon Valverde as the manager on duty at this facility had the opportunity to make it right but chose not to. As a consumer I have the power to decide where to spend my money and I know in my future visits to Nicaragua I will never set foot at this establishment again. I took video of the ceiling leak, but I was not able to post it. I wish the Tripadvisor website allowed to post videos, not only pictures. Any apologies after the fact are not welcomed.