Allison Paige B.
Yelp
The room was completely unacceptable, nothing like the pictures, and we had a completely appalling experience trying to get help from the front desk / management. The new management is atrocious and we ended up spending hours everyday just trying to get a decent bed, working toilet, and a shower that drains (we didn't even bother complaining about the dirt and broken stove). So after we splurged on a suite at the Rosario for a much needed vacation, my partner and I ended up sleeping in a dirty room on the tiny fold out Murphy bed with our feet hanging off.
We booked a harbor side suite and when we arrived it was filthy and looked nothing like the pictures, then we noticed the bed was broken and had a huge dip in the middle. So we called the "front desk" (now a service line offsite) and sent an email to management. We'd call, they said they'd call us back, they wouldn't, and then we'd call again and start over with a new person. First we were promised a new room, then a new bed, and then we were just ignored. During all this we realized the toilet didn't flush, the shower didn't drain (and was also full of hair), and the stove in the dilapidated kitchen wasn't working. Many phone calls later and about 75% into our stay, we were finally given a new room. So late on our last night we moved all our stuff over - only to find an old dirty room with an old uncomfortable mattress (at least this one wasn't completely broken!). So we can confirm that at least 2 of the rooms look nothing like the pictures online.
I finally heard back from management 1.5 days after I emailed! I received what looked like an automated response saying they are sorry and would address the issue right away. At this point checkout was in a few hours, so we didn't bother responding.
The other reviews seem to be from before the new management took over and apparently neglected maintenance, took misleading pictures, and closed any onsite support. So head my warning that is you have ANY problems during your stay they wont be addressed. This was by far my worst accommodation experience, and I've stayed in some pretty cheap hostels.
At least I had a nice view while I spent half my vacation playing phone tag with the service line!