V3191ODcodym
Google
This hotel is an absolute nightmare from start to finish. The problems began immediately when the shower in my room flooded the entire hotel room, causing water damage to the shared wall between the bedroom and bathroom and the carpet in the hotel room. I had the hotel front desk clerk come inspect the damage, and she confirmed the issue. ||||The shower situation quickly escalated. I had to move rooms at 1 AM due to the faulty shower, and my two-year-old and three-month-old baby were exhausted. It took them until 3 AM to fall asleep again. Then, the hotel started calling us at 8 AM—three separate times—until we finally woke up after barely five hours of sleep. They were calling to demand we move our luggage from the flooded room to the new one. No apology, no sympathy—just more inconvenience on top of their incompetence.||||When I spoke to the deputy director, Jean Carlos, his response only made things worse. Instead of taking responsibility, the deputy director lied about his own name, initially telling me it was Alonso, but I later found out his real name is Jean Carlos. If he’s willing to lie about something as simple as his name, what else is this hotel lying about? On top of that, he insinuated that I was a con man, sarcastically calling me a “smart man” in a way that made it clear he was accusing me of trying to scam them. Then, he took it even further—he lost his composure and yelled at me in the lobby, in front of his General Manager, who did nothing to intervene and around other guests. As if that weren’t enough, he also told me that if I left a bad review, he would consider that would as blackmail. This is the kind of intimidation tactic they use to silence unhappy guests instead of fixing their mistakes.||||The issues didn’t end with the room. At dinner, the service was disorganized and unprofessional. They delivered food to everyone at my table except one guest, and after waiting 10 minutes, I had to flag down the waiter to point it out. Meanwhile, I noticed multiple other tables sending plates back to the kitchen. The next night, the service didn’t improve. The server took our drink orders, but after the food arrived, we realized that one of our guests still hadn’t received their drink. We had to remind the waiter again—after he had completely forgotten.||||After our holiday was completely ruined, my family and I decided it was safer to check out early. Jean Carlos, however, made one last attempt to retaliate—he denied us use of the hotel shuttle to the train station. This wasn’t just an inconvenience—it was a deliberate act of retribution after he realized we weren’t going to stay quiet about the mistreatment. With two small children and luggage in tow, he made it as difficult as possible for us to leave, showing once again that he was more focused on punishing guests who complained than fixing the hotel’s failures.||||One bright spot during our stay was Aurora, the front desk manager. She was professional, kind, and did everything in her power to accommodate us. It was clear she genuinely cared about the guests and my family. If the hotel had more people like Aurora in leadership positions instead of Jean Carlos, all guests would have a far better experience.||||We couldn’t wait to leave this ‘4-star’ hotel, after our holiday was ruined . After checking out, we moved to a true 5-star hotel, where we were treated with care and respect, feeling like valued guests—something we had hoped for from the start. The contrast was night and day.||||Beyond our terrible experience, the hotel itself is falling apart. The carpets are stained and musty, the tile in the common areas is cracked and left unrepaired, and the bathrooms had peeling paint, showing signs of clear neglect. It’s obvious they’re barely holding the place together. We do not know how they are a 4-star hotel. If you stay here and something goes wrong, expect them to blame you instead of fixing their problems.||||Save yourself the stress and stay somewhere reputable. This place isn’t worth the risk.
