6/10 Good
Jun 23, 2019
Good food, horrible customer service
Before you book, call/confirm the amenities listed are *actually* included with the room. I booked this hotel because the listing (on many sites) said quick walk to the beach, airport shuttle and free breakfast. None of this was accurate. After booking, I shared my flight info for the shuttle and was told "we do not offer this service." When I arrived at the hotel and asked about breakfast, the woman at the front desk (who honestly needs to go into a new line of work that does not involve customer service), told me "this is not part of your reservation." I showed her my reservation where free breakfast was listed -- she refused and said I was incorrect. And the "quick walk" to the beach is approx an hour. There are shortcuts through other resorts, but they informed their paths are off-limits to non-guests.
I asked the woman to help call a taxi to go into town (yes, it was the off-season but still, the hotel is not located near ANYTHING) and she literally said "no." I was prepared to walk until I could find a taxi, but when I got to the front desk the SECURITY GUARD offered to help me. The room was fine, but shower door broke the second night and they asked I move to a new room. In the new room, the AC barely worked (it was 40 degrees outside), the shower was INFESTED with ants and the linens were not clean. The food in the restaurant was delicious and the staff there were nice.
If you're looking for a place with ANY kind of customer service -- avoid!
Verified traveler
4-night trip with friends
Verified Hoteles.com guest review
