Verified review
4/10 Poor
Meredith
Feb 16, 2020
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Worst experience, completely disorganized
I have been using hotels.com for travel for years and this was by far the worst experience I have had.
First, this is not a hotel this is a listing for an apartment rented by a private owner. The photos and number listed in the confirmation were not of the unit we were confirmed to have.
The host, Carlos, apparently booked the unit we were promised to at least three other guests. When we arrived the front desk had no record of our reservation. When they called Carlos, he admitted that he “double booked” this room. Upon review of their records, the front desk realized that Carlos had listed what was supposed to be the apartment held by our reservation to at least two others who were listed as having a reservation, and we were not despite having confirmation emails from hotels.com.
Carlos finally said he would have the front desk staff show us a new room, there was much miscommunication and it took all of an hour before we were able to even view a room. During this time, the process for “registering” with the building, which was apparently Carlos’ responsibility prior to us arriving, was a confusing nightmare including unknown people who did not appear to be part of the hotel demanding passports and credit cards.
When we finally arrived in the room, there was no water.
In the end the check in process took about two hours. This nightmare negated all of the positive aspects of our stay. I would not recommend staying here.
Stayed 2 nights in Feb 2020