4/10 Fair
2 January 2025
Warning! Property overbooks, cancels/reassigns reservations at own will and blames tour operators. Was almost left stranded in a foreign country without Spanish, contacts, and roaming phone. The front desk lady who worked the day shift on 12/28/24 informed me that my reservation was not in the system and stated - not my problem and go elsewhere. All hotels were sold out on these dates.This lady was exceptionally rude and condescending to me and other female guests but was all smiles and giggles towards the male guests and especially the man who appeared to be waiting for her to get off work. Several hours of discussions followed with the lady acting as if she was inconvenienced by resolving this issue and being more interested in chatting with the man. Expedia staff called the property several times which the lady stated never happened. She only answered when a supervisor called, and after another 45 minutes said that they canceled another guest’s reservation and my capsule is ready. When asked what about the other person, she made a face and waved her hand in a dismissive way - “whatever”. When I came out after 15 min to ask her more questions - she was gone along with that man, never to be seen for the next 3 days. To the owners - if your property is indeed a part of the guest and hospitality industry - then you need to train your staff to be so, because otherwise leaving a foreign tourist stranded would inevitably lead to a very serious scandal and consequences!
Elizabeth
Elizabeth, 3-night trip
Verified Expedia guest review
