4/10 Poor
Liliana
Travelled with family
20 Sept 2024
Liked: Cleanliness
Disliked: Staff & service, amenities
Customer service horrific. As a frequent traveler I have never experienced the customer service given by hotel. It started with check-in when the hotel wanted me to pay for breakfast when my reservation included it. The hotel stated Expedia didn’t include it in the paperwork and that I should call them. I contacted Expedia who confirmed my reservation included breakfast. They called the hotel and hotel stated to Expedia that they don’t offer breakfast w/hotel. Expedia gave me option that after my stay I would get reimbursed. I not only spoke with Expedia but offered hotel that I would pay the additional fee for breakfast this way I didn’t have to collect 5 receipts to send to Expedia and hotel reiterated they didn’t have it as an option. But to my surprise the next day when I went to eat breakfast the hotel had a list of rooms that included breakfast. The hotel could have come with an agreement with Expedia if there was an error of cost that included breakfast, avoiding an additional upfront cost to customer for breakfast of 4 people. The hosts at the restaurant were not friendly only waiters giving us attitude because we were not in the breakfast list as suspicious that we were not going to pay. Made us uncomfortable. We were 4 people reserved for the room which were all adults, we were only given 1 card key. This was an inconvenience. The hotel said they had the card keys counted. On 3rd day gave us an extra key but deactivated the other, useless. Never will return.
Liliana
Stayed 5 nights in Sep 2024