Agua Dorada Boutique

My husband and I booked a package holiday over 4 months ago, which included this hotel and paid in full for it upfront as a non refundable quite expensive package with airfare & car rental, for a 2 week stay in July/ August 2024. Like we often do, we reached out to the hotel before booking through a 3rd party travel agency to see if they could improve on the price and save them the the agency commission. Upon reaching out they informed us that the rate we were offered by the agency was below what they would offer us directly and that it must be an agency mistake. This should have been our first clue of what was to come. We didn't think anything more of it, putting the response down to this property being new on the market. Fast forward 4 months and my husband reached out to the hotel throught the agency in order to reserve a parking spot, however to our surprise they responded stating they were no longer honouring the booking and they requested we cancel via the agency and to rebook via a competitors website, naming the other agency to whom to book. Very unprofessional. Clearly we couldn't cancel nor amend the fully pre-paid booking as we had already booked the whole package, including this hotel, 4 months ago! Imagine the shock on our faces when we read their message that came throught the agency and not directly from them!! I can't tell you the distress while reading their very confused and very unprofessional message where they were writing negative things about the travel agency and taking their frustration out on us about the issues they had with the travel agency. They clearly did the mistake of not updating their prices last year on the agents website, never contacted them to make the amendment and only wrote to us 4 months later just because we reached out throught the agency for a car query. I cannot think what would have happened if we reached out to them a week before arrival with the same query! Long story short the position of the hotel didn't change and quite frankly we no longer wanted to stay at the hotel which treated their customers so badly and that caused us so much distress. The agency tried to resolve the issue directly with the hotel as we never spoke to them, but they didn't reply to them for days, therefore the agency in the end relocated us to a better property with the difference in price at the agency's expense due to the booking been closer to the holiday date than when we initially booked and fully paid for months before. This is an experience that no-one should go through, especially when paying upfront for such an expensive holiday. This review was written both by my husband and I and also appears on other sites to give our personal views about this terrible experience no one should go throught when booking a vacation.

My husband and I booked this hotel and paid in full for it as a non refundable quite expensive package with airfare & car rental over 4 months ago for a 2 week stay in July/August 2024. Like we often do, we reached out to the hotel before booking through a 3rd party travel agency to see if they could improve on the price and save them the agency commission. Upon reaching out they informed us that the rate we were offered was below what they would offer us directly and that it must be a mistake. This should have been our first clue of what was to come. We didn't think anything more of it, putting the response down to this property being new on the market. Fast forward 4 months and I reached out to reserve a parking spot however to our surprise they responded stating they were no longer honouring the booking and requested we cancel via the agency and to rebook via a competitors website, naming the other agency. Very unprofessional. I can’t tell you the distress while reading their very confused and very unprofessional message where they were writing negative things about the travel agency and taking their frustration out on us about the issues they had with the travel agency. Here is their statement that made us so distressfull, as I copy & paste it, so that you can realise how unprofessional this hotelier is: ‘good evening, the parking is free on site but I always have to ask you to cancel the reservation, the price applied by Partner Central was not the one in the price list, but it applied a greater discount than what was agreed, and above all without any advance payment or condition of "non-refundable" as requested by our management system, we apologize for the inconvenience and we will remove our structure from partner central because we are tired of these errors, you can rebook our structure on booking but with the right conditions, sorry for the inconvenient’ Long story short the position of the hotel didn't change and quite frankly we no longer wanted to stay at the hotel which treated their customers so badly and that caused us so much distress. The travel agency tried to resolve the issue directly with the hotel but they didn’t reply to them for days, in the end they relocated us to a better property with the difference in price at the agency’s expense due to the booking been closer to the holiday date than when we initially booked and fully paid for months before.