6/10 OK
Gezim, Forest Hills
Matkusti perheen kanssa
20.10.2024
Hyvää: Siisteys, palvelut/mukavuudet ja majoituspaikan kunto ja tilat
I would like to share my recent experience at Excellence El Carmen, which was quite disappointing. We made reservations for two rooms through Expedia as VIP platinum members, expecting complimentary upgrades. Unfortunately, this did not happen. Instead, we were assigned one room with a king bed and another with two separate twin beds, which was unsuitable for two couples celebrating their anniversary.
When we raised our concerns, the response from the staff was rude, stating, “That’s what you booked; you can complain with Expedia.” This was particularly disheartening,especially as loyal guests of the resort for many years. We reached out to Expedia, and while they were apologetic, they could only offer a resolution timeframe of 24-72 hours for our week-long stay.
Although we finally received a room change the next day to a king bed, the overall experience left us feeling unhappy. It’s evident that the resort has changed significantly for the worse over the last two years.
I question why Expedia list Excellellence El Carmen as a VIP resort when they fail to honor that status.
We have always returned for the exceptional service provided by dedicated employees. I would like to sincerely thank Yocasta for her help with restaurant reservations and the attentive waitstaff, including Deudone,Wilkin, Rosario, Lorenzo, and others whose names I may have forgotten. I also want to acknowledge Jose Luis, who wasn’t working during our visit but always went above and beyond to serv us.
Gezim
Yöpyi 7 yötä lokakuussa 2024