4/10 Fair
Jul 6, 2022
Violates the Hotels.com policy, and broken AC
At check-in we asked about the beach and pool. They said since we booked through Hotels.com (Expedia), both had daily surcharges. I showed them the listing on Hotels.com, which had no surcharges listed, except for dinner. They insisted that beach and pool cost extra. I contacted Hotels.com customer service who inspected the policy they have on file for this hotel. Nowhere in the policy does it say that the beach and pool are a surcharge cost! They tried calling the hotel twice to correct the situation, but no one picked up. We ended up paying an extra 32 euros for 2 days at the beach, and never used the pool.
The second issue was the air conditioning. Our first room was sea view and 27C (81F) degrees inside. We turned on the AC, but after 30 minutes, the temperature didn't change. Apparently the windows had to be fully closed and the metal blind fully down, or the AC didn't work. We did that, but it still didn't work. They admitted the AC was malfunctioning in that room, so they moved us to a pool-view room that was 25C (77F). The AC didn't work there either! They said they had no other rooms available, so we spent 3 days in a 25C (77F) room. No refund was ever offered for the non-functioning AC.
Nice beach, big rooms, good breakfast. The staff tried to be helpful, but every issue ended with "I have to ask my boss" and the boss only knew one word, "No." The boss needs to adhere to the policy she agreed to with Hotels.com and relearn the meaning of the word "hospitality".
Paul
Paul, 3-night trip
