688qd
Google
We stayed at this hotel for one night from June 27 to June 28, 2025, booking our room through Hotels.com. We were offered the room, Olive. To our absolute shock and disgust, as we were preparing for bed, my friend discovered a cockroach on the sheets of one of the single beds in our twin room. This was not only appalling, but completely unacceptable — especially for an establishment marketed as a high-end spa resort.||There was no staff available during the evening, making it impossible to receive any assistance or even switch rooms. We immediately photographed and documented the incident, but were forced to endure the night without any support.||The following morning, we reported the issue at checkout. The hotel staff failed to offer any meaningful apology, nor did they propose any form of compensation. Their complete lack of accountability was deeply disappointing.||Following our return, we reported the incident to Hotels.com. The process of escalating the complaint was unnecessarily difficult and time-consuming, requiring numerous emails and an unpleasant phone call just to reach a supervisor willing to investigate the matter. Ultimately, the supervisor from Hotels.com agreed to issue a partial refund of €100 — for a room that cost over €200 - and a proper investigation for the incident. However, throughout our correspondence with Hotels.com, we felt that we were compelled fight in a bargaining situation for fair compensation over a situation that should never have occurred in the first place. This was not a minor inconvenience — it was a flagrant failure by the hotel to provide a clean and safe environment for its guests.||In addition, we emailed the hotel directly to raise the issue and received no response. We attempted to call several times, only to be met with a voicemail message instructing us to call back later — every single time.||This experience was appalling from start to finish. The presence of a cockroach in the bed is not just unacceptable, it is an unforgivable violation of basic hygiene and hospitality standards. The fact that no one from the hotel responded, coupled with the exhausting complaint process through Hotels.com, turned this stay into a complete nightmare.