2/10 Terrible
Yaira
Travelled with family
17 Jan 2025
Liked: Cleanliness, amenities
Disliked: Staff & service, property conditions & facilities
I really hate to write a negative review, but I am unfortunately still puzzled with the hotel’s management and still waiting on a resolution. After a structural problem with my room with the water, we inquired and the hotel offered us another room. We go to pick up the keys at front desk later following a message confirming the new room, the manager says that option is not available and doesn’t know who approved that room and called us. He apologized and offer us a new room by the next day. After inquiring the next day, they gave us keys to an already occupied room and we are now back at the front desk. A 3rd room key was finally issued and a one night refund was also offered and confirmed via email from one of the managers where he specifically indicated a refund was initiated and that it would come from Expedia since I already paid the stay. I am still waiting on such refund. I reached out directly to the manager via email. Expedia has made multiple attempts to reach the hotel to process such refund as they have no information and has also been unsuccessful. On top of the sour experience I am still waiting to resolve, hotel was severely understaffed during my stay. We waited close to an hour to check-in, 1-1/2 hrs everyday for lunch orders. Aside from that, the rooms were clean and the staff was very kind and welcoming, but overwhelmed due to lack of support. We love PR and this used to be a preferred hotel when we visited, but this trip left much to be desired.
Yaira
Stayed 4 nights in Jan 2025