We stayed for 2 nights to celebrate a special occasion, but unfortunately the experience did not justify the room category or price paid.
Before arrival, the hotel informed us that we may receive a Grande Ocean View room upgrade and also confirmed a complimentary half-kg birthday cake. While we appreciate the gesture, the room did not feel like an upgraded or premium room.
Some of the issues we experienced:
• Room felt old, congested, and in need of refurbishment.
• Damaged bathroom door and main entrance door that was difficult to open fully.
• Damp wall patches, unclean carpet, and limited storage space.
• Ants, insects, and even a lizard spotted in the room area.
• Ocean view experience was significantly impacted by scaffolding and renovation work.
• Complimentary birthday cake confirmed before arrival was never provided.
The biggest disappointment was how our concerns were handled. We raised them politely soon after check-in, expecting a discussion around possible alternatives or solutions. Instead, we were informed that we could check out and receive a refund if we were not satisfied. Since changing hotels at short notice was not practical, we continued with the stay.
I was equally disappointed with Expedia customer support. The concerns were raised during the stay while there was still time to help, but no timely or effective solution was provided. It felt as though the issue was being passed between the hotel and Expedia rather than being actively resolved.
Free parking