2/10 Poor
Apr 15, 2018
Hotel doing overbooking and not solving guests!
“This property does not have a reception. Please contact the property in advance to arrange check-in.” That was the message we received in the confirmation email when we booked this hotel. We tried to reach them many times to the number that was in the email, however, the phone line was always busy, it seems they had problems with that phone. So we left a voice message and they send us a text message telling us to don’t worry, we just had to pick up the keys in the guardhouse located at the entrance of the hotel and in case we need to reach someone for assistance they gave us the phone of someone named Lupe.
After 2 and a half hours driving from San José, we finally arrived around 5:30pm. The guard at the entrance didn’t let us go inside. He said that he didn’t had any reservation from us. Actually, he was very kind. So we called the phone number we received in the text message and spoked with Lupe, and she told us that she was sorry, that they didn’t get our reservations (that was made 2 weeks before our arrival) because of some problem with Expedia, so she denied our rooms claiming that the hotel was overbooked and that it was Expedia error. However, she told us that she was going to find us another place to accommodate us.
We waited around 1 hour or so waiting for a solution from Lupe. We called her around 5 times, because we had our 4-year old toddler inside the car desperate to go to sleep. At the end she didn’t find us any solution. She just stopped answering!
Edgardo
Edgardo, 1-night trip