2/10 Poor
13 December 2024
Nightmare returning home!
We chose this hotel as we stayed here in 2023 and had a decent experience. We enjoyed the majority of our stay this year, 2024 as well but we unfortunately will not book with this hotel again. The day before leaving we scheduled a private water taxi through the hotel as we needed to be at the airport by 4:00am. The front desk confirmed with us twice that the taxi was booked for 3:30am the next day. We went to the lobby at 3:15am and asked the front desk if our taxi would be on time. He spent 20min “looking through the schedule” then told us the hotel forgot to book the taxi. As public transportation was not running at this time it became a huge problem. The gentleman at the front desk was not able to provide us with contact information or resources for public transportation. We had to repeatedly beg for his help as a fiddled around with odd tasks seemingly attempting to ignore the issue. Finally after waiting an hour he contacted a taxi for us. However, it was much too late to make our flight. We then lost all of our connecting flights as well which caused us to pay an additional $1,800 to book new flights which were for a much later time. We asked for the hotel manager to contact us, nearly a week later now we still have not heard from the hotel manager. As I stated, we are extremely disappointed as up until this incident we enjoyed our stay at the hotel.
Richard
Richard, 2-night trip
Verified Hotels.com guest review
