2/10 Terrible
Debra
Travelled with family
22 Jan 2020
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Hotels.com stepped up when resort scammed me
We checked-in and were not initially aware that we were given inferior rooms (2) to what we booked. We were to have rooms overlooking pool but were given rooms in different area. It was actually brought to my attention by evening desk staff, but he was unable to explain what the first clerk had told him was the problem. He referred us to speak with daytime clerk the next day. In the meantime I looked at reservation confirmation and discovered the discrepancy. I went the next day to speak with the first clerk who stated he was working with management to get us a partial refund and to check back the 3rd day which was also our check-out day. At that time he reported that no refund would be coming, as staff went to our room on the 2nd day to offer us a change in rooms but we were not there. They did have my email and phone number, but did not attempt to reach me by those means. Obviously, I was “played.” I emailed Hotels.com and though they weren’t able to get refund from the hotel, they did apologize for the bad experience and issued a coupon for $75 to use on a future booking. Bad experience with this hotel, but thankful that Hotels.com compensated me for a bad experience. In addition, this hotel said they provided free toiletries and safe, but this was not accurate. Really is merely a sleeping room, not a hotel room (bed and desk without even a chair to go with the desk).
Debra
Stayed 2 nights in Jan 2020