Verified review
2/10 Poor
domingo
Sep 7, 2026
I would like to express my deep dissatisfaction with my recent experience using Expedia. The hotel we originally booked was canceled due to remodeling and construction, and we were reassigned to its sister property, Hotel Belo. Unfortunately, this alternative was unacceptable.Upon arrival, it was clear that the construction had been ongoing for quite some time. It is extremely concerning that reservations were still being accepted despite the property being under active construction. The conditions did not match the descriptions, photos, or videos available online.The pool was poorly maintained—discolored, overheated, and filled with debris. Several tiles were missing, and the area was in obvious need of repair. The sky bar was not as advertised, and the “infinity pool” was nonfunctional, with the waterfall turned off and trash present.Additionally, unless guests purchased the all‑inclusive package, service was noticeably lacking. During our stay, the power went out at 3 a.m., leaving us without air conditioning. The only response provided was to “wait until 7 a.m.,” which is unacceptable.While the staff’s attitude improved after concerns were raised, the overall experience was extremely disappointing. We will not be booking this hotel again, and I strongly urge Expedia to review its quality assurance practices to prevent situations like this from happening to future customers. Actually power went out twice.