Everything was great until I arrived for my check-in. I saw that everything is done old school--no computers--just book keeping. Which was cool, nothing against that. The front desk agent looked through the books and had a shocking face. I notice it and asked "why the face?" (In Spanish) and she replied, "we don’t have that room available."
It comes out that they extended the stay for that person already occupying the room. (I revered the presentational suite). She did say if I wanted to see any other rooms--I didn’t want to see any other room, because it wasn't up to par for what I wanted. Plus I went through Expedia--so it was already PRE-paid and I made the reservations in December.
Management already knew about this issue and didn’t do ANYTHING! For my situation there was no management on the clock. The front deck agent called (a so called) manager, and that person didn’t pick up either. They returned the phone after 20 minutes in the situation. On top of which I made several attempts to contact the hotel to reconfirm my reservation, but no one EVER answered. (Just like their management.)
I picked this hotel for the price, for the type of room, for the location, and also to write a better review than the others. I really had hope in the hotel, but after this they lost my business and I would NEVER recommend this hotel to ANYONE.
Thank goodness that Expedia relocated me to a better hotel--a brand name hotel.
To the readers: trust me don’t waste your time, just read the reviews. If you do book just don’t be shocked, nor have high expectations.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
12 May 2010
First of all, the problem with the reservation was informed many days before to the page you made the reservation, but as We noted You didn't know anything They didn't tell you anything.
Obviously, we felt so worry about because You didn't receive the change in your reservation, the problem was not inavailability in the apartment, the real situation was that We had a serious problem of plumbing, and we couldn'd acommodate anybody there, our responsability is offer the best service and we preffered to relocated you because that room is the only one presidential suite we had here.
Something that you didn't mention is that We refunded you in cash money the price you pay by the site, and then They Refund it too ( reflected on the stay you had in another hotel).
,It means you receive twice the amount you pay.
We are trust that if you had stayed here, you have wrote a good review, When We talked with girl that was with you We explain her the situation and the answer was not the same you wrote here.
One thousand of apologies again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC