I had a very disappointing experience with this hotel. I arrived with a fully paid reservation made through Hotels.com and showed my payment receipt, yet I was told there were no rooms available and that the hotel was fully booked. The staff said they never received my reservation and claimed it was not their responsibility, blaming Hotels.com instead.
The manager, Gilberto, was rude and unhelpful, showing no interest in assisting, taking responsibility, or offering any solution. I was left without accommodation despite having already paid in full.
Because of this situation, I had to pay for a taxi, book another hotel at a higher price, and deal with unnecessary stress. In addition, the hotel’s facilities did not appear well maintained, which further added to the negative experience.
This situation was not my fault. A hotel should honor a paid and confirmed reservation or properly assist the guest when an issue occurs. I am requesting a full refund of my money, as I did not receive the service I paid for. Due to the lack of professionalism and poor customer service, I would not recommend this hotel.