2/10 Terrible
Maria
Travelled with partner
Apr 22, 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We made the reservation through Expedia, which we always use for everything, we are gold customers for many years. The hotel is under construction and they did not warn us before reserving the room, and the room that was reserved is totally different from the one in the photo and reserved on the website, we have stayed there several times in the same hotel and that has never happened, also the air conditioner was not working and to make matters worst there was no soap and they told us they don’t have.
We came to Key West for my birthday, we drove 5 hours to get to the hotel. We put the claim with Alma, she said that the supervisor would call. We called again a couple of hours ago, we spoke with Jeremías and he said that the supervisor, Cristian K, would call, and he still hasn't called... We do everything through Expedia, they always solve it for us... another very important thing. When we arrived at the hotel where there were new people and they realized that it was through Expedia, they treated us bad and that's why they gave us the worst room, something that had never happened to us before in that hotel, we have been with EXPEDIA for many years. We hope the manager contacts us and gives us all the money back…
Thank you
Maria
Stayed 1 night in Apr 2024