We booked this hotel for its proximity to the airport and its free shuttle. Although it was difficult to get to in afternoon traffic we were glad we stayed there. The place was elegant with marble floors and handsome well dress staff. We were given $20 in casino cash and vouchers for two free drinks in the penthouse restaurant. Our room was a suite - unexpected as we had booked a standard room only on hotels.com for $92. While I took a long hot shower and then a hot bath my husband used the casino bucks downstairs. He came back with $82 and we headed up to the penthouse for dinner and our free drinks. The view was unbeatable, the staff attentive, the food great and the bill only $38. The only small complaint is the check in /out process was a little slow. (they had to find someone to check our minibar at 4:30 am)

My husband and I stayed at the Bestwestern Plaza and Casino in Quito, Ecuador for 4 nights. The hotel has a beautiful lobby that is very secure and the rooms are very clean with all the amenities you need. All the rooms are suites and are very spacious.

The driver that picked us up from the airport was great and spoke good English. The front desk staff were nice but very slow to help us even though there was nobody else there. They were hesitant to help us phone the bus company yet the concierge is only there at night which doesn't make much sense. They did phone eventually. The concierge was helpful but only worked late in the evening until early in the morning and seemed to only be there to help patrons at the casino.

The staff in the casino were not very accommodating when we wanted to play a $5 blackjack table (that wasn't open yet) and the $10 table was open but they wouldn't let us play $5 a hand. It was early and there was no one else playing. They just said no and stared at us. We had to beg for drink tickets and then the bar upstairs was not open. We were then sent to the bar at the penthouse level, where we were told we couldn't use the tickets there. A lot of unnecessary back an forth. The tables were full at 3am and they told everyone to get out and that they were closing without notice.

We had a great view of Parque Carolina and the Quicentro mall was right next door. It was a safe neighborhood and walking distance to a lot of things.

The fitness center was large and had a lot of machines. Not all of them worked and the ones that did needed maintenance. They are probably not used enough. The sauna worked good but did not get hot enough due to the cracks above/below the door and only half the unit worked. The hot tub worked the first day but never reached above 80 degrees after that. It didn't look like it had been cleaned by the third day either.

1st day: Arrived at the this hotel and they LOST my reservation althought the company that took me to Equador had confirmed twice!!! They didnt have others rooms so had to go to a different Hotel (more expensive) and come back to the place the second day (and they DIDNT pay for the extra).

2nd day: Ordered food and to iron my suit and believe or not, when they deliver the food and the clothes, you have to pay right away in CASH!!!! Went to the counter that told me its hotel politcs and I had to leave a signed credit card billed as a garantee. Did it by my mistake....

3rd day: After coffee break, believe me or not, they CHARGED me again!!!

Furniture is old and not well kept, the Hotek in very noise: theres a disco all the time, lots of low leagues soccer players making noise and the hotel rent its seminars rooms for less then classy people....

Bottomline, they dont trust people but they are not trustable at all and the quality is bad! If you wanna believe and those stupid tourists that says well about this hotel fine, but if you want an opinion of a business frequent traveler like me here it is: there are much better Hotels in Quito for a similar price....

I arrive at the hotel and they didn’t have my reservation in their computer system. I had to use my iPhone to go online to the Best Western website to prove I had a reservation. Then they demanded I send an email copy of it to them so they could have a copy. After trying to send it for about 1 hr, I was unsuccessful due to their wi fi. I had to take one of their employees to their business center where the internet was so I could teach him how to use the Best Western website so he could see my reservation.

Then the nightmare got even better when I tried pay with a Best Western Travel card. The staff had no idea what it was and refused to accept it.

As a travel agent who has travel all over the world and has stayed at many places, they were the most incompetent staff I have ever seen and high recommend not staying there to ensure a stress free trip.