Guest User
January 31, 2023
We booked a last minute room at this hotel using a very common third party booking site and selected a suite that was to have "1 Double Bed and 1 Twin Bed" and paid EXTRA for this room, as compared to the cheaper rooms available at the hotel for that same night. Our confirmation email included the room type and also "Total maximum number of guests per room/unit is 3." but the room we were given was only for 2 persons max and that's assuming the 2 people are sharing the same bad. We found this unacceptable because of the relationships within our group and I immediately called the front desk when we got into our room and the response was outrageous. The front desk person ducked all responsibility and gave us every excuse imaginable. "The room types are not guaranteed!" (yes they are, that's why you pay more for a nicer larger room.). "We're not responsible for the third party listing!" (Yes they are, they directly manage their listings on this mainstream site, this is not some rogue/closeout/bulk site I used, and I confirmed repeatedly with the booking site, the room descriptions are provided verbatim by the hotel. Then the guy had the audacity to offer us a second room for the same night at an exorbitant nightly rate that was even HIGHER than the cost of the FIRST INADEQUATE ROOM we already received. They offered us absolutely nothing, nothing, nothing, not any kind of accommodation, nor apology, nor care nor concern, as far as they were concerned, just too bad. Later on, when seeking a refund through our credit card and the booking engine, the hotel again repeatedly fought against our refund request, and that's why they absolutely deserve this terrible review. So here's something that happened which I probably would not have posted here if not for their terrible customer service and bait-and-switch with the rooms - I sat outside on the patio for a phone call and by the end of the 30 minute call, I was COVERED in some of the itchiest bug bites of my entire life. There were so many bites, dozens, on my toes, feet, ankles, legs, it left me with excruciating itching for a solid week afterward. This hotel does not seem to take extermination very seriously. Also there is VERY poor transportation on this island - be careful about securing a car, as when we arrived on the ferry, it was impossible to reach this hotel, no cars available, no taxis, nothing. Eventually the hotel sent us a taxi after a very very long and frustrating wait. All around, our experience at this hotel was simply terrible. Unwelcoming and terrible.