4/10 Poor
Viviana
Travelled with family
7 Jan 2025
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
I booked this property because of the pool and location. I booked a king suite which specified it was a room for 4 people and that an extra bed could be requested if needed. On arrival I requested the additional bed and was told that this particular room was not permitted an extra bed which meant 2 adults needed to sleep on a sofa bed that was more like a twin. Too add the sofa bed could not be considered a bed as it had a bar going across the width of it that hit right at the hip. After making the staff aware, both is was done. The solution they provided was providing two standard rooms with twin beds in each which was not acceptable. Various times I went to the front desk to address the situation where I was met with a variety of eye rolls and pleasantries. The service was very poor, room service took over an hour, the restaurant had one server that took over 20 mins to come to the table for a drink order, room service would not leave clean towels which meant I was having to call every night to get them.
Absolutely the worst experience I’ve ever had at a hotel. It is evident customer service is not a priority. That being said there were some staff that were pleasant and eager to assist but that was not the overall experience. Not expected from this brand and not expected for the price paid. Will never return.
Viviana
Stayed 6 nights in Dec 2024