Nice property - but HORRIBLE management
Beautiful hotel, but the worst management I have ever experienced (although many of the individual staff members were very friendly and helpful). We had a major plumbing problem that flooded our room (and other units) the first morning to where we were standing in ankle deep water and elderly family members slipped and fell (we needed to spend half of the first day at the doctor and drying out wet items from our luggage). The leaking continued throughout the stay - requiring us to call housekeeping at 1am and dripping on us as we slept!
But the complaint here is not about that - rather the horrible response from management. First, when calling to the front desk to report the problem we asked if they spoke English and they just hung up on us. Then after housekeeping came to cleanup finally, we asked repeatedly to speak to a manager about the situation, and were promised a call. But nothing. After we checked out, Expedia reps (who were GREAT) tried contacting the management on our behalf to request some form of compensation. After several failed efforts to contact a manager, they were finally told that the hotel had no record of the incident (the incident that flooded multiple units!!) and they refused to offer any compensation.
Especially when you are traveling in a foreign country as we were, you want to know that the hotel management is going to "take care of you". They do not do that at this hotel, which is really sad because otherwise it is a beautiful property.
Comment from Hotel Management
by Ler Medina, Rooms Manager. , Hotel Management
Hola Kent. we really sorry for the inconvenience and lack of comunication. PLease feel free to make mention of this incident for your next reservation, it will be a pleasure to do something special for you and your family as compensation.