Guest User
April 25, 2023
We arrived at the accommodation in advance of our check-in date (due to contingencies with Ultra Airlines) so we required that they place us "temporarily" in another room... the relocation was not temporary, but permanent, and It was in a room in very poor cleaning and maintenance conditions (see photos). We expressed our disagreement, and a hotel employee told us to stay two nights in this room and then they would assign us a new room (the one they had assigned us in the beginning); However, that never happened. Given our dissatisfaction with the non-compliance, we escalated the entire situation to the owner of the hotel, who after a somewhat angry discussion, proceeded to refund part of the resources that had been paid for the accommodation. In summary: 1-room 1 (first floor) will never be accepted, it is not in the condition to stay there. 2-the hotel staff (although they are friendly) have no decision-making power over anything, everything is resolved by the owner, and if she is not there, no one has the decision-making power to resolve anything. 3.The photos that appear published on the hotel page and other platforms do not reflect the reality of the hotel; This is already in other conditions. 4-Look for other options on the island, there are many, at a better price and with better features. 5-a hug to the lady who prepares breakfast. Postscript: Once we left the hotel, our trip shined, we found new accommodation and were very happy on the island. beautiful sea.
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