Maracaibo Hotel

Dear Custumer Since October 2007 we have work very hard to improve our service and accommodations taking in consideration all your critics and sugestions and the resul is that on September 2008 we have started the total renovation of the building and every room, finishing in december 2008. One of our biggest limitations is that from the price you pay to stay in our Hotel, the touroperator takes the 80% and that unables us (and others hotels) to give you the service and quality that we would like to give you, according to the price you have pay. It´s something difficult for us and I promise you that you will be surprise if you knew how much has your touroperator pay for your holiday. At present we have improve very much our hotel with the following distribution: a) 66 standard rooms, decorated will porcelain tiles, oak furnuture, 20" TFT televisions,modern sofas, new beds firs class fireproof (2 meters x 1,85 meters or 2 meters x 1 meters) b) 18 Superior Rooms, decorated with antique marble and hand mosaics, oak furnuture, 26" TFT televisions, modern sofas, super new beds fireproof (2 meters x 1,85 meters or 2 meters x 1 meters) and laminate flooring. c)17 Deluxe Rooms, decorated with antique marble and hand mosaics, oak furnuture, 32" TFT televisions, modern sofas, super new beds fireproof (2 meters x 1,85 meters or 2 meters x 1 meters) and laminate flooring. Options b) Superior Rooms and c) Deluxe Rooms are only available for direct clients, so we garantie the best service for your best value, with a very friendlly attention. To prevent cases as you have suffer (noises at late) we has impose internal rules for the security and safety of all guest. In similar situation, custumers that disturb the hotel and other guest, we invite them to leave at the first moment with the colaboration of the Local Police. We are very sorry if your experience was not as you expected. We have take notice specially of your critics to remake our friendlly hotel. Hasta Pronto

The first rule in Hostellerie is that " the Client it´s always right" and in the Maracaibo Aparthotel after 38 years of business we try to follow this principle, " the service is the service". Every Hotel is full of storys and by reasons of respect and discretion to the custumer we never make comments about them. Each story depends in the personality and behavoir of every person, the main protagonist in every hotel it´s the client, we only supply the elements to make them happy during they stay. The case of this Wedding Group was very special and not usual. The touroperator advise us that a big group of people (around 60) were arriving to our Hotel, so we allocate them in rooms that where near and close to the bar area. As we calculate, the gruop started to drink in abundant and we decided not to intercede because at that moment they where the majority of the custumers. The bar Staff, at that moment there was a pretty woman from Argentina, prevent us that some of the Wedding Group where offering her money for personal favours. In normal context we should send off those Clients from the Hotel, but in the benefit of the wedding we decided to be permisive. Some from other bar staff advice us that some members of the wedding group where boasting about money and they had lots of value items and cash at the safe in the room. Puerto Rico, for good or bad, is a small place, but a few members of the Wedding Group continued to show off about money and jewelry in the apartment and about the privilage situation they got in Ireland. All what happen after was quite predictable, someone told someone and in the end a custumer in the hotel whent directly to the guest room, that was open (information from the police report and the confession of the thief) and with heavy machinary cut the wall and pick up the safety box. He run away to the main road and disappear in a white car that was waiting for him. The first reaction of the Wedding Group was very violent (most of them where under alcohol effects) and they express hostile attitude to the members of the Hotel. Our first action was to help and colaborate with the Guests and inform them about the situation and rights according to the spanish law. This was not so simple because they blame the Hotel from the first moment and the situation become very tense. The second acction taken from the Hotel was going to the Police Station with the Guests to help them to report the case and answer to the questions of the Sargent of la Guardia Civil. The day after the Wedding Group went to the office of the Hotel and blame us again for everything that happen and ask us to refund them all the money they declare or if not they will use the sabotage in irish news papers to damage the image of the hotel. We must expalin that the Hotel has an insurance for robbery that covers a certain amouth of money that will be refund to the custumer (first to the hotel after an private investigation). The third action the Hotel did was to inform the Insurance Company about the incident and expalin the Guests and the Touroperator that an investigation will be open and we should wait for the result of those steeps. The Guests become very violent and increase the preasure to the Hotel Staff wanting money, the case was that they where getting married in another hotel and they had to pay the spenses as the celebration and the photografer. So they put a lot a preasure in the Tour Operator to force the Hotel to finance the spences of the wedding to avoid problems for us. The fourth action of the Hotel was to finance or advance the spences of the Wedding Group, not waiting for the police and insurance report. Just after the wedding the preasure return to us asking us for more and more money. We must say that this was a very very not elegant situation. During the following days we had calls from lawyers from Ireland calling in the name of the Wedding Group with the intention of getting money of the situation. Something call us our attention, no one from the Wedding Group was interested in the thief and in the legal process agaist him, it´s not usual that the main victicm does not whant to appear. The list of items and money he confess was very different than the list included by the Guests in the night of the robbery. After this many people have been talking about this case and we have suffer an incorrect damage to our reputation and image. We have take notice about it and it´s very difficult that a situation like this will happen again in our Hotel. Our experience tell us that problematic people are problematic in every place they are, it does not matter if is on hollidays or at home. Since our last renovation of the building we have impose strict rules of behavour to prevent this type of situations. I apogize to all the Custumers that where staying at of Hotel at that moment for this big show given.

The first rule in Hostellerie is that " the Client it´s always right" and in the Maracaibo Aparthotel after 38 years of business we try to follow this principle, " the service is the service". Every Hotel is full of storys and by reasons of respect and discretion to the custumer we never make comments about them. Each story depends in the personality and behavoir of every person, the main protagonist in every hotel it´s the client, we only supply the elements to make them happy during they stay. The case of this Wedding Group was very special and not usual. The touroperator advise us that a big group of people (around 60) were arriving to our Hotel, so we allocate them in rooms that where near and close to the bar area. As we calculate, the gruop started to drink in abundant and we decided not to intercede because at that moment they where the majority of the custumers. The bar Staff, at that moment there was a pretty woman from Argentina, prevent us that some of the Wedding Group where offering her money for personal favours. In normal context we should send off those Clients from the Hotel, but in the benefit of the wedding we decided to be permisive. Some from other bar staff advice us that some members of the wedding group where boasting about money and they had lots of value items and cash at the safe in the room. Puerto Rico, for good or bad, is a small place, but a few members of the Wedding Group continued to show off about money and jewelry in the apartment and about the privilage situation they got in Ireland. All what happen after was quite predictable, someone told someone and in the end a custumer in the hotel whent directly to the guest room, that was open (information from the police report and the confession of the thief) and with heavy machinary cut the wall and pick up the safety box. He run away to the main road and disappear in a white car that was waiting for him. The first reaction of the Wedding Group was very violent (most of them where under alcohol effects) and they express hostile attitude to the members of the Hotel. Our first action was to help and colaborate with the Guests and inform them about the situation and rights according to the spanish law. This was not so simple because they blame the Hotel from the first moment and the situation become very tense. The second acction taken from the Hotel was going to the Police Station with the Guests to help them to report the case and answer to the questions of the Sargent of la Guardia Civil. The day after the Wedding Group went to the office of the Hotel and blame us again for everything that happen and ask us to refund them all the money they declare or if not they will use the sabotage in irish news papers to damage the image of the hotel. We must expalin that the Hotel has an insurance for robbery that covers a certain amouth of money that will be refund to the custumer (first to the hotel after an private investigation). The third action the Hotel did was to inform the Insurance Company about the incident and expalin the Guests and the Touroperator that an investigation will be open and we should wait for the result of those steeps. The Guests become very violent and increase the preasure to the Hotel Staff wanting money, the case was that they where getting married in another hotel and they had to pay the spenses as the celebration and the photografer. So they put a lot a preasure in the Tour Operator to force the Hotel to finance the spences of the wedding to avoid problems for us. The fourth action of the Hotel was to finance or advance the spences of the Wedding Group, not waiting for the police and insurance report. Just after the wedding the preasure return to us asking us for more and more money. We must say that this was a very very not elegant situation. During the following days we had calls from lawyers from Ireland calling in the name of the Wedding Group with the intention of getting money of the situation. Something call us our attention, no one from the Wedding Group was interested in the thief and in the legal process agaist him, it´s not usual that the main victicm does not whant to appear. The list of items and money he confess was very different than the list included by the Guests in the night of the robbery. After this many people have been talking about this case and we have suffer an incorrect damage to our reputation and image. We have take notice about it and it´s very difficult that a situation like this will happen again in our Hotel. Our experience tell us that problematic people are problematic in every place they are, it does not matter if is on hollidays or at home. Since our last renovation of the building we have impose strict rules of behavour to prevent this type of situations. I apogize to all the Custumers that where staying at of Hotel at that moment for this big show given.