Verified review
2/10 Poor
Verified traveler
Jul 14, 2019
Avoid at all costs
It saddens me to have to write this negative review, as typically I pride myself on commending those who demonstrate exceptionalism and professionalism. This property has neither. After months of saving for the trip of my parents dreams, this property became the cause of an absolute nightmare. Upon booking the reservation, the staff seemed courteous and happy to take our money. Unfortunately, an airline issue arose and forced the schedule to shift. Mickey, from Hotels.com was extremely courteous and attempted to resolve the issue. Unfortunately, Mellow Luxury Cave showed no interest in finding common ground. My parents were forced to forfeit the trip of their dreams and my siblings and I lost every penny. We were willing to postpone and/or alter our plans, including a change in property, in order to meet them half way; but to no avail. They completely shut the door in our face when we offered to be flexible. The staff took our money and ran. Horrible management and even worse customer service.