6/10 Okay
Gabrielle
Travelled with partner
28 Jun 2024
Disliked: Staff & service
Our flight was delayed so we arrived one day later than originally planned. I was so stressed after reading someone else’s review. They were in the same situation, had contacted the property and were told it’d be fine. When they arrived the property denied everything and made them rebook the “only available room” (penthouse) without giving a refund for the original arrangement. So I decided to call and spoke with Leticia and she said everything would be fine and there would be no extra charges and we would get our same room. Thankfully I recorded the conversation on my phone because they tried to deny everything they said on the phone call when we arrived and barely let us onto the property until I told them I had the recording. It was ridiculous, I basically had to threaten them with the recording I took because they said our reservation was canceled since we arrived a day later. When I told them (in Spanish) that I had the recording and I’d call whoever necessary (police) to sort it out, everything was magically resolved and our reservation wasn’t cancelled anymore & we didn’t have to repurchase our stay. Totally dishonest business. With all of that being said, the room was clean, pools were nice, a/c was great and the maids were super friendly. The view was stunning and we had zero issues with our room. But if your flight gets delayed MAKE SURE to request an email confirmation in case they try to screw you over because they will. Very dishonest staff.
Gabrielle
Stayed 5 nights in Jun 2024