Susan W.
Google
12/24: I asked to switch rooms because my toilet wouldn't flush. Darwish at reception immediately switched my room and I moved my stuff. The bathroom seemed to work. He then came back and said the general manager Adriana instructed him to switch me back. The reasons given were, variously, my room was "dog specialised" and that the new room was already booked. She then said I could move but to a different room. I checked it out and noticed it's loo had issues too, so refused. At this point I was on the verge of tears of frustration. I was then told okay you can have the original room switch but it won't get cleaned today. It's brand new so not sure what that extra rule was about. This is my whole morning gone when I could have been snorkeling.
Latest update: I got back from diving today 12/22 and my room hadn't been cleaned - again. When I spoke to the manager, Elizabeth, she said the maid "sent her a photo of a do not disturb sign" claiming I had asked not to be disturbed. I had not. It's easy enough to turn the sign around if you don't want to do the job. I asked whether it could be cleaned now, and she said "lady my cleaners leave at 4pm." It was 4.07. She also said she had "reports that I left my dog alone for several hours" - as if there is a policy I had violated. There was also a completely false "report" that I fed my dog off of human plates. Another nasty assumption - about cleanliness no less. Maybe they are unaware they themselves provide dog bowls at checkin - not to mention one's own supplies. This kind of pettiness (often accompanied by backwardness) indicative of racism. I would urge all potential black patrons to boycott this business. It's not a great place anyway so you won't miss out on much. There is exceedingly better service, and much classier hotels throughout the island. I've also downgraded the location from 3 stars to 1 because it's miles to the nearest beach. The one "included" in your stay is a $20 taxi ride away and has poor reviews - San Francisco beach. I ignored my gut at the word "colonial" and paid for it in endless surcharges and unnecessary stress. It's deceptive and racist, just like the colonialists.
With the exception of Gustavo, who upgraded my room (thank you), the staff are rude especially the girl at the front desk in the morning and the guy at night and seem to search for ways not to resolve problems and make things harder than they need to be. Poor service 101. They also charge extra for pets but don't clean the room to a decent standard and are weird about even cleaning it in the first place. I left the cleaner in my room for an hour (with a tip) and came back and it was still dirty. What was she doing in my room that entire time? They also badger you for payment for everything before check out. They also falsely claim to include beach club access but demand a "minimum purchase" when you get there (in addition to the lengthy cab ride). "Free breakfast" is (cold, chewy) toast, fruit and coffee - a "continental breakfast." Also, the mattresses and pillows are extremely uncomfortable - so much for catching up on sleep.
