2/10 Terrible
Ally
30 Apr 2024
Disliked: Staff & service
DO NOT BOOK
This experience was atrocious. We were promised check-in instructions 24hrs before check-in that we never received. When we showed up to the property, there was no check-in desk or anyone to help us, so we called the Philippines-based phone number several times and no one answered. We waited in the parking lot for an hour, going back through our email inbox to be sure that we never received the instructions and calling the property management phone number on the listing over and over again, with no one answering. Finally, we called Hotels.com to cancel the reservation for a full refund so we could just book another hotel. After claiming to have talked to the management company by calling a DIFFERENT NUMBER than the one on the booking confirmation, the Hotels.com relocation specialist told us that the property claimed they had sent us the check-in instructions and denied our refund request. Again, we looked for the check-in instructions and found nothing. We tried calling again and got no answer. Two days later, on the day we were supposed to CHECKOUT, we received the check-in instructions. My husband and I own a property management company and are certain that this is a problem with their automated guest communication system as this property is very new to Hotels.com. While waiting in the parking lot, a lady who had been staying there for 3 DAYS also approached us saying she was still trying to get the WiFi info. We will never again use Hotels.com if the refund is not issued.
Ally
Stayed 2 nights in Apr 2024