Good afternoon. I am sorry you have this perspective on you experience. As you personally state, you never entered the establishment to form a proper perspective of the wonderful lobby, rooms and amenities that we have in house which has made us the number one (#1) value hotel in Belmopan.We open at 10 am every day and close at Midnight. Our staff was in the back momentarily at the time of your arrival but our telephone system is 24 hours and we could be reached at all times at 501-610-3877.We have centrally located just off the city's major distribution street (The Ring Road). Our establishment is located 5 minutes walk from three of the best restaurants in the city and two of the largest supermarket. We are also within walking distance of the US embassy, two major parks, the city's largest sporting complex (Big Court) is visible from the rear hotel window and there are two family-friendly parks (Harriett Topsey and Governor General Field) within 2 minutes' walking distance from our front door.Your experience was elevated by the front desk clerk to the office supervisor and sent to the managing director for review. As soon as we verified the cameras on your arrival time, we returned permission for immediate reimbursement.We invite you to reach out to us for a free one-night stay to correct your experience and make it in keeping with the many before you that have us at a nearly 4-star guest experience.

El Rey hotel is proud of its cozy, family friendly, clean atmosphere and decorum. It is unfortunate that you report this experience, however, it is out of step with the many who have come to El Rey from local and abroad for its close proximity to Government and international services, as well as the rain forest and Mayan culture.We are currently going through an extensive renovation investment to enhance our ambiance and services. We apologize if any of this activity affected your stay but we assure you this process will be completed in a few days and as you should then be able to enjoy or new ambiance services.During stay, we had the pleasure of hosting the Volleyball Nationals Tournament and has a hotel full of teenagers. If their energy affected your stay, again, apologize.

Thank you for your kind words. We are happy that you found our place warm and cozy as this is one of our main goals for our customer experience. Thank you

Thank you so much for your kind review. We love to hear that our guests had a pleasant experience. We strive to improve our rooms and services to make your stay as comfortable and memorable as possible.

Good evening. I am certainly disappointed that you comment states our hotel is not like the picture. Our rooms mirror the pictures taken and in reality we have upgraded several rooms since those photos were taken and is expecting to post even more upgraded rooms from our last postings. During the period you speak of, our records show that five of the six pictured rooms were booked for a week and as such I am not sure how you got a chance to see the rooms as our protocol does not accommodate viewing of rented rooms. Finally, I am disappointed that you did not discuss the issue with my staff as we have three partner facilities that are both adjacent and off site that are up to USD$150 and offer extensive amenities to meet any required standards for gust comfort. We invite you to return at any time and take pictures of the room you claim to not be as pictured on the Expedia site and we will be happy to share your photos on our Facebook page at El Rey Hotel and Instagram page as well as here on Expedia.

Thanks for staying with us. We appreciate your feedback!

Thank you