High on my list to never stay here again
Posted 24-Feb-2017 on Orbitz
The experience began right from day one. To start off, I booked a 2 bedroom suite with 2 beds in one room and a king bed in the other. After checking in, we were escorted near where our room was, and the bellboy said it was over there, pointing in a direction of where there were several rooms. We eventually found the right one, opened the door to discover it was only a king bed in a single room. Went back down to reception, informed them that was not the room I reserved. They informed us that they did not have a room available and would put us in a single room with 2 beds, and that we would have to come back the next morning to see if they would have a room for us. Went back the next day at 9 am, and initially said they didn't have a room for us to move into, but after explaining what had happened the day before, they finally found a room that they said we could be put into. We had to check out of the current room by 11, put all of our luggage in holding by reception, and then come back at 3 to check in to the new room. The new room had 2 bedrooms, one with a king bed, the other with 2 full size beds. The AC did not work in the 2 person room, and the living space was missing a TV. The deadbolt to the room didn't work. We informed the front desk about the deficiencies, they investigated, but did nothing. Midweek, the fire alarm in one of the bedrooms went off, all they did was pull the battery, didn't even replace it.
Comment from Hotel Management
10-Apr-2017 by Yvonne Yah, Hotel Management
We're sorry you disagreed with the location of your room, however it is to inform you that the Tukan hotel has 4 buildings radius of the main tower on the 5th. And 10 Avenida, each tower has the same services and amenities it has the main building, so it is worth mentioning that we are a 4-star hotel.
I'm sure these buildings was one where he was assigned a room for your stay.
We inform you that we have already taken note and will follow up with the corresponding areas so that this does not happen again.
We welcome your comments about it.
E-commerce Sales Manager