This was one of the worst hotel experiences we’ve ever had. We booked a room for 2 adults and 1 teenager, but upon arrival we were assigned a room with only one bed. We immediately asked for another room, but the front desk told us there were no other rooms available and nothing could be done to accommodate our party of three.
The room was located near the so-called “luxury villas,” where we had to walk through dozens of birds to reach it. The walkway outside was covered in bird droppings, creating an overwhelming odor and what we considered extremely unsanitary conditions. This was completely unacceptable for a property marketed as a luxury resort.
Because of the unsuitable room, the odor, the unsanitary conditions, and the hotel’s unwillingness to accommodate our family, we had no choice but to leave and book another hotel at our own expense.
To make matters worse, the hotel is refusing to refund a room we never stayed in. We also dispute the hotel’s claim that another room was offered. During our interaction, we were told there were no other rooms available, leaving us with no reasonable option but to leave.
I cannot recommend this resort to anyone expecting clean, family-friendly accommodations or customer service that stands behind its guests.
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