Xelena Hotel & Suites

Recent Reviews: 1580

• User:Quweck1

  Trip type: Couples

  May be try a better option

  12 Feb 2026

  Very average hotel. Although we had a big room, the service was very bad. No one in reception speaks English. The room is located on the busy street, very noisy all night. The staff that cleaned a room next to us late in the evening, were so loud that I had to come out in my PJ to ask them to stop the noise. Breakfast was not nice, all was there but low quality. No one to speak to. I am positive that there are better hotel in the area. Daniel Castro, Director General at Xelena Hotel & Suites, responded to this review Thank you for your feedback, although we believe there might be a misunderstanding. Based on your description, it seems you may have intended to review a different property.Our hotel is located in a quiet area outside of town, where there is no vehicle or pedestrian traffic, ensuring a peaceful atmosphere. Furthermore, our reception staff and most of our waitstaff speak English to assist our international guests.Regarding your other points, our cleaning schedule is strictly held between the morning and 3:00 PM to avoid disturbing guests in the evening. Additionally, our breakfast is managed by four dedicated servers who ensure both high-quality service and a well-stocked buffet.We take great pride in our standards and would love to clarify this if you stayed with us. If you indeed stayed at our hotel, please contact us directly so we can look into your reservation details.

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• User:o2mpx

  Trip type: Friends getaway

  Good Option for Stay

  10 Jan 2026

  Stayed one night as part of tour group. Facility is clean and rooms are of good sized. Air conditioning is effective and has good directional controls. Lobby has filtered water filling station and rooms have a refillable container. WiFi is acceptable. Lobby staff is efficient but not particularly friendly. There’s a small gift shop next to reception. The water is roughly 10 min walk down slope from hotel for shore walks. Recommended. Daniel Castro, Director General at Xelena Hotel & Suites, responded to this review Thank you for sharing your feedback with us!We are pleased to hear that you found our facilities clean, enjoyed the room size, and made use of our filtered water stations and eco-friendly containers. It is also great to know the air conditioning provided the comfort you needed during your stay.We appreciate your honest comments regarding the service at the lobby. We strive to provide a welcoming atmosphere for all our guests, and your feedback will be shared with our reception team to help us improve our hospitality. We are glad you had the chance to enjoy the short walk down to the shore to experience the beautiful surrounding landscape.We hope to have the opportunity to welcome you back in the future.

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• User:defaultdisplay986

  Trip type: Family

  Think twice-inconvenient and unfriendly

  09 Jan 2026

  This is a mediocre hotel on the far outskirts of El Calafate (>1 1/2 mile walk). Our room itself was okay, but overlooked the parking lot with no lake view. We were 'welcmed' with an email 2 days before arrival telling us we had to pay in USD and laying down a long list of restrictive rules. They have a shuttle to town but it only makes 1 trip per hour and only from 3-10 pm. Daniel Castro, Director General at Xelena Hotel & Suites, responded to this review Thank you for your feedback. We would like to clarify some of the points mentioned in your review to avoid any misunderstandings.Regarding our pre-arrival email, its purpose is to inform guests that while our rates are set in USD, payments can be made in either USD or local Pesos. The rules mentioned are standard safety protocols designed to protect our guests and the integrity of our facilities—such as the strict prohibition of cooking or lighting fires inside the rooms. We regret if this information felt negative, as our intention is solely to ensure a safe environment for everyone.Regarding the location, as noted on all booking platforms, we are situated on the outskirts of the city to offer a quieter atmosphere. We provide a complimentary shuttle service in the afternoon and evening; alternatively, a taxi to the center costs approximately 8 USD.Finally, we offer various room categories with different views and price points, all clearly detailed during the booking process. To enjoy a lake view, a specific room category must be selected at the time of reservation.We apologize if our communication did not meet your expectations and appreciate the opportunity to clarify these policies.Best regards,

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• User:Michael G

  Trip type: Family

  Avoid it.

  05 Jan 2026

  This is not a 5 star hotel. It is equivalent to a US motel, but with non functioning amenities (air conditioning) and no desire to fix them. When we checked in, 4 other families were all lined up with their own complaints that ranged from being locked out of their rooms to broken AC. When our AC was broken they said they would refund us for the stay. Two days later, once we had left, they said: “we never said that.” The front desk attendant, Anna, most certainly did. I would highly recommend NOT staying here. Daniel Castro, Director General at Xelena Hotel & Suites, responded to this review Thank you for your feedback. We sincerely regret that your stay did not live up to your expectations, and we would like to clarify the situation regarding the issues you encountered.Regarding the Air Conditioning and Service:Technical Issues: It is correct that your rooms experienced air conditioning failure. We attempted to fix the units that same evening before you went to dinner, but unfortunately, a quick repair was not possible. We planned to have a technician replace the external units the following day.Our Solutions: That night, we offered you a room change or the option to spend the night in a room with functioning AC. However, because we had left the windows open during the repair attempt to lower the room temperature, you informed us that a move would not be necessary.The Following Day: In the morning, we asked again if you wished to move. You declined but requested that we fix the units. After several hours of testing new equipment, the technician concluded that the issue was in the internal piping within the walls, requiring major construction.Room Availability: Upon your return from your excursion, we explained that the AC could not be repaired immediately and again offered a room change. After 30 minutes, you declined the move because we could only offer adjacent rooms rather than interconnecting ones, and you chose to stay in your original rooms.Regarding the Refund and Reception:Refund Policy: We would like to clarify that Ana is not authorized to offer refunds. In situations like this, our priority is to ensure guest well-being by providing immediate solutions, such as a room change. We regret that the options provided did not meet your desires, but in urgent cases, a room change is the most effective solution we can offer.Front Desk Observations: While we acknowledge the technical fault in your room, we must clarify that there were no lines of other families complaining about AC or being locked out. We strive to handle every guest's concerns individually and promptly.We truly regret that these circumstances impacted your trip, but we did our best to provide alternatives given the technical limitations.

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• User:sunflower12765

  Trip type: Solo travel

  Luxury Hotel with nice views over Lake Argentino

  05 Jan 2026

  This is a really nice hotel which is slightly out of the town centre, however if you're fit you can walk but they have a complimentary shuttle bus that runs every hour, which I used for my stay. I stayed in this hotel for 3 nights as part of an escorted tour. They have a nice spa and an unusual pool that is part inside and outside, which is a bit quirky. The breakfasts are buffet style and very nice with lots of selections. I didn't eat dinner as chose to eat in the town centre. There is a nice bar area that offer nice cocktails and bar food. I also requested milk from the bar to take back to my room because I like milk with my tea and there wasn't any in the room fridge. My room had a lovely view across Lake Argentino and included a sitting area with two easy chairs facing the large window and the view. The bed was large and very comfortable. My room had a shower over the bath which was not a problem and I was aware the room next to me had no bath but a separate shower cubicle. El Calafate is a lively small town with lots of restaurants and shops and lots and lots of dogs! The dogs walk around the streets and in my experience were all very tame (but I didn't touch any), however I often kept some of my meat from my evening meal to be able to feed to them when I left a restaurant. I saw many people doing this and the dogs clearly appreciate it. Apparently the dogs are looked after by the town who make sure they are okay and pay any vets bills. Daniel Castro, Director General at Xelena Hotel & Suites, responded to this review Thank you so much for your perfect rating and for sharing your experience!We are delighted that you enjoyed the luxury and comfort of our rooms, especially the views over Lake Argentino. It is wonderful to hear that our complimentary shuttle service and the "quirky" indoor-outdoor pool added to the enjoyment of your stay.We also appreciate your kind words regarding our breakfast buffet and the bar service. Your lovely description of El Calafate and its local charm will surely be helpful to other travelers.It was a pleasure having you as our guest during your tour, and we hope to welcome you back to Patagonia in the future!Best regards,

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