It’s the first and I believe only 4 star hotel in Tarapoto. The Infrastructure of this apart hotel is really nice with large rooms complete with kitchenette. They charge you like a 4 star hotel but offer a 1 star treatment. Service at the restaurant is ridiculously slow. It’s a good thing we were on vacation but I can’t imagine staying here on a business trip. By our second meal here we preordered and went back to our room to take showers. It would take them hours to prepare a meal. My sons plate came after we were all finished eating. We took a day tour recommended by the hotel and it was a total disappointment. I let the receptionist, Okona, know we had just arrived from Lima and the age of our children yet she sent us on the worse tour for their age. I later found out from an employee that they receive commissions. To make matters worse, I sat in the front of the van with my teenage son where there was no room for my legs and I was literally hit each time the driver changed gears (picture attached).That was definitely not a seat. My daughter sat on my husbands lap the entire time as well. They had overbooked the tour. As if that wasn’t bad enough our tour guide met us (at the prearranged meeting point) 25 minutes late at the end of the day. That is incredibly unprofessional. I understand Tucán Suites subcontracts them but they arranged it and charged me directly so yes, they are responsible. At the very least they should verify how many seats are in the van and how many passengers are going on each tour. The receptionist didn’t understand why I was complaining and was completely unprofessional. My next big complaint is with the noise. We were woken at 7:00am by the noise of the construction next door. When I went to speak with the lady at the front desk about it, she acknowledged it had been going on for days now and there was nothing they could do about it. I don’t think that’s an adequate response. There are laws and the authorities can be called in these cases. Finally, there are small details like they can’t give you towels for the pool until your room is ready and their system can’t charge you for a 14 soles drink so they have to charge you for two drinks instead: a 10 soles beer and a 5 soles water which actually don’t even add up to the same price. I realize that is only one more sol but if you have a couple it adds up and why would a 4 star hotel offer a drink they can’t charge you for?? The food at the restaurant is really tasty and is worth trying - if you have the time to wait for it that is.
