Very disappointing experience. Despite weeks of communication before arrival, we were given the wrong room—a smaller, lower-category unit instead of the Design Loft, City View we specifically booked for our family.
Only after I pushed did reception admit the room had been double booked for weeks, yet we were never informed in advance. Instead of taking responsibility, we were told to contact Hotels.com ourselves, with no apology and no meaningful assistance—while traveling with two young children and no phone service.
We spent hours trying to fix the issue, losing valuable vacation time and even missing a meal. This could have easily been communicated ahead of time.
I would not recommend this property for their lack of problem-solving, accountability, and basic customer care. When traveling overseas with kids, you expect to feel supported and taken care of—not misled. Overall, a frustrating and disappointing start to what should have been a special trip.
Lastly, there is no refund because the hotel is not releasing approvals for Hotels.com to refund me for the difference of the rooms. There’s no accountability and literally refusing to refund back for their system error and making money off of so-called a mistake but now I’m wondering this might have been intentional.
