6/10 Bueno
27 jul. 2025
PÉSIMA ATENCIÓN
From the beginning, we experienced a number of service failures: rooms were not properly cleaned, essential items such as shampoo and towels were frequently missing, and housekeeping was inconsistent and unsatisfactory.
More seriously, one of your security guards mistreated one of my guests, wrongly assuming he was not staying at the hotel. He was denied access to his room and treated in a disrespectful and aggressive manner — as if he were a criminal. This is absolutely unacceptable and cannot be ignored.
The front desk service was also problematic. Some of the staff attempted to assist our group with setting up Wi-Fi but stated it would only work for iPhones, which is illogical. Additionally, many desk agents did not recognize me as the leader of the group, despite all 10 rooms being under my name. Their treatment was dismissive and unprofessional — only changing their tone once I clarified who I was.
Despite the hotel’s facilities being attractive, the overall experience was disappointing and at times distressing due to the lack of professionalism and poor customer service.
After our checkout on July 22nd, I reviewed my Expedia/Hotels.com Rewards account, only to find that several room payments are not being recognized. It appears as though the credit cards provided for the bookings were not charged — which is entirely false. All rooms were fully paid for, including my own, and we are currently still waiting for the return of our security deposits.
Nathaly
Nathaly, se hospedó 8 noches con amigos
Opinión verificada de un huésped de Hoteles.com
