2/10 Poor
May 17, 2025
Poor costumer service to say the least
First problem was already upon arrival. They didn’t allow me to go to the room because they needed to check something. A few moments later, they came to me saying that I had to pay 2000$ more because I tried to pass my kids as infants.
I showed my reservation, which showed two adults and two children, no infants. They said it was not what they had and that probably was a mistake from hotels.com. They asked me to make a secure deposit so I could access the room and they’d verify the reservation.
They used the deposit saying they had checked and it was my mistake. I asked to see the emails from hotels.com. They refused.
The room’s toilet smelled bad for the whole stay. There was nothing done to settle it. We had power outages at least for one night and during one of those nights, there was a water outage.
Their restaurant reservation system didn’t allow us to add children to the reservation (it was well informe where children were accepted). I went to ask why’d they said I should be able to make reservations with the children through their system. Didn’t work. At the last day, I tried just with the adults, taking the kids anyway, and it worked.
In one of the restaurants, they gave us a table that was not properly clean and we found broken glass in it. I got hurt myself and one of the children got a scratch on her hand. Picture attached. Staff said they’d contact supervisors, but the table wasn’t even cleaned and we continued dinner with glass pieces in it.
Hugo
Hugo, 9-night trip with friends
Verified Hotels.com guest review
