We booked two separate rooms at this hotel through Hotels.com. Upon arrival, we realized that only one room was registered in the system. The front desk agent gave us the key for the one room, and when I provided the email confirmation showing a charge of $1500 for two rooms, she simply stated that since the booking was made through a third party, it was up to me to resolve the issue with them. When I asked if he could offer any assistance, he directed me to contact the booking service directly.
After spending over half an hour on the phone with Hotels.com, they finally managed to contact the front desk and resolve the issue. I was disappointed that no effort was made by the hotel staff to help me directly, especially given the inconvenience caused by no fault of mine.
Additionally, I was surprised to find that the swimming pool was closed, despite the hotel’s website displaying multiple pictures of it being available for use.
Moreover, during our stay, the room was never serviced, and no one checked to see if we needed fresh towels. I had to go to the front desk myself to request additional towels. Overall, the lack of customer service left me very dissatisfied with the experience.
