Disappointed with the Response to My Injury and Booking Issue
I recently stayed at this hotel and, while the room was clean and the staff seemed generally nice, I was left disappointed by how they handled a few situations.
Firstly, I fractured my leg during my stay, and the staff didn’t seem to show much concern or care for my well-being, which was upsetting.
Additionally, I had a frustrating experience with the booking process. When I initially booked through Expedia, the system charged me without confirmation via (FACE ID) and system mistakenly set the wrong date for my stay. I called the hotel to request a refund, and they told me I needed to reach out to Expedia. However, when Expedia contacted the hotel on my behalf to approve the refund, the request was declined, even though the staff member had previously confirmed they would be able to assist if I rebooked with the correct dates. This left me feeling misled and forced to make another stay with the same hotel unnecessarily.
Overall, while the hotel itself is decent, my experience was soured by the lack of empathy and poor handling of the booking issue.
Thank you,
Mr Matos - Room 403 - Wednesday 27/11/2024