Angeli Y.
Yelp
HORRIBLE!! STAY AWAY!! UNSANITARY AND MANAGEMENT UNPROFESSIONAL!!
Booked 4 rooms, 3 nights in Dec. 2016, checked out first thing in the morning after 1 HORRIBLE night and have been trying to resolve for weeks.
Among a list of issues within the first few hours of checking in, the line was drawn when I found filthy, disgustingly dirty socks in my sheets. Who would want to sleep in a bed made with unchanged sheets of a stranger and their dirty socks.. plus pay $200 a night and not have hot water!!!! Not only did I find the dirty sock, but when I called the front desk they asked me if it could wait until tomorrow. This was truly upsetting and I said no, this needs to be changed tonight. What 4-4.5 start hotel allows you to sleep on unwashed, used sheets that are not your own. When she sent someone up I was handed folded sheets. This is how the Resort handles a call about sheets not being changed for a new guest?? Feeling the night getting worse, I didn't want to argue, just sleep. I was going to accept the sheets and change myself. I asked if it included a pillow case and he had to run back to get one. At this point I'm really questioning the cleanliness of the hotel. I had to ask, is this pillow case clean? (Handed to me unfolded) Housekeeping looked confused, so I asked him if he understands why I need new sheets. I show him the bed, and he sees the dirty socks and he said he will be back in a moment to change everything. He comes back and changes the duvet cover on top of the dirty sheets and socks. I then see him arrange the duvet nicely on the bed. I had to stop him and tell him the flat sheet needs to also be changed. Imagine this hotel doesn't change their flat sheet, even after I complained. Makes you wonder if it's common to leave used sheets. When changing the flat sheet, it had yet another dirty sock. I had 2 filthy gross socks in my bed. The bed changing took a while, and when I am finally able to sleep after a long and troublesome night at this hotel, I find the first dirty sock is left behind on the bed shelf next to my face. This dirty sock was later requested by the manager on duty. I also took photos of the socks on my bed.
Lists of Concerns:
#1 filthy dirty socks in my bed
#2 since sock were there, means sheets unchanged for new guest
#3 makeshift reception area
#4 under construction not noted when booking (seems like half the Resort is blocked for renovations. I'm assuming Lobby, reception area, spa, second pool are blocked off under the Renovation)
#5 no hot water!!!! Claim it's unusual but at least 3 of our rooms had cold water
#6 Two hot water units had to be replaced the first night there (from rooms we booked.. yet they say it's unusual??)
#7 not maintained properly
#8 after my water heater fixed.. it makes a loud strange noise (recorded if you need)
#9 Mom's room had drainage problem that was also addressed the same night
#10 TV wasn't working/ no signal
#11 For a 4.5 star hotel, shampoo & bath gel in big bottles to be refilled vs individual new small bottles. No conditioner.
#12 my first night there consisted on 2 guys repairing a water heater which is located inside the room with an open floor plan. No privacy during the long repair. Consistent in and out of the room to get tools/parts. 11:30 pm at night, still replacing water heater.
#13 Housekeeping fixing my bedding past midnight. Inconvenient first and only night.
The list can go on, but the #1 reason for leaving is a health and safety concern. I expect clean sheets when checking in. That is not asking for much, and should be a given. This wasn't delivered. This is a complete health and safety issue and they need to revisit their housekeeping procedures. Where they keep their housekeeping supplies is also questionable.
In the morning I spoke to the manager on duty and she seemed apologetic and shocked about my experience. I was asked how I would like it remedied, and I felt the best solution would be to move resorts. She was sorry to hear that but completely understood. Since my reservations were with Hotels.com she would need to contact them for the refund. Being in a different country on a small island with limited options, I requested some time to find a resort that could accommodate my whole family. Luckily I found one immediately and returned to check out. I went straight to the front desk and they told me it was ok, my whole family returned to check out with our keys, again asking about the refund since it was paid in full. They all made it seem like there would be no issues. The manager on duty was kind and said to go on our excursion and she would handle everything and would call us once everything was processed. No calls all day. I kept calling for the next 2 days, always being told they were waiting on Hotels.com or their finance dept, never once did they make it seem like it would be an issue until the last night in Bohol, all of a sudden their story changed and they tell me they will charge the full 3 nights.
