We came to check the hotel before we decided to stay here ,cause the critics on Tripadvisers are quite different !Staff from front desk show us the 3rd floor junior suite , we liked it but the view wasn't good, that's why we booked the junior suite 4 days later and requested higher floor!
The staff knew us cause he showed us the room already , and the hotel assigned the 6th floor junior suite with the view we loved!! Was really happy ! So great !
Then it comes the most unpleasant experience ever had during the last 20 years traveling experiences !
While we entered the room unpacked all the luggages and prepare to enjoy the ocean view with a drink , the fridge wasn't function, then we sat on the nice big balcony and the nice solar awning system doesn't work at all ! ( from the web it mentioned about the great solar awning system in the junior suite and suite )
Then after talking to the front desk clerk ( Eduardo ) quite friendly to explain its defect but will repair first thing tomorrow morning , or we change to 2nd floor a suite ( surely we knew the view 4 days before we checked in and we dont like it ! ) or a standard room at 7th or 8th floor, ( surely we want to have bigger and better room,also really don't want to pack again!! ) then we just kind of waiting inside the room until sunset then sat at the balcony due to the really strong sun you can't sit there with the rooftops open !
Next morning the engineer people come also very friendly telling they could only solve the problem of the balcony blinds but not the solar awning system ( the roof ) then I called after 2 hours to the front desk ( 13:00) and they said they don't know!? ( yes very interesting answer ) have to wait manager came back , after 2 1/2 hours ( 15:37 ) the manager Mr. Edgar Labadia finally called , the horror story begins
First thing he try to explain there is no body know when the company will come to repair due to this company doesn't only work for them ! Then I said there is nothing you can do? I really want to enjoy the balcony ! He said: No , Nothing ! And try to implied he gave us a complimentary breakfast already yesterday plus a Cava ! But I tried to tell him we really love to stay at the balcony reading and chilling instead of staying 10 mins then need to go inside the room ! Then it comes : I tried to offer you a suite at 2nd floor and you don't want , or a standard room at higher floor you don't want , what do you want ? I tried to explain ( which I mentioned before the reason ) he answered me : oh really ? Really ? I will move if I were you , it's you want to choose the higher floor suite , you shouldn't choose 628 right from the beginning !
Yes, you didn't read wrong , that's exactly the manager Mr.Edgar Labadiaof the hotel blaming the guests shouldn't choose higher floor suite from the beginning , (actually i didnt choose the room, they assign to us without checking the room before they sell ) my jaw was really open widely and telling him I won't accept this kind of attitude and also keep questioning me like a prisoner ! Then he goes on with:Really？Really ？ this kind of way to deny my feelings plus telling me : "Our guests are always happy" as if we are the only one so different from others ! I told him I will write my critics at trip advisor and other forums then he said: go ahead, but you better write the truth ! Yes, that's what he said and thats what I am doing now , I addressed him with Mr or Manager and he said you most of the time ! It is so hard to believe a hotel manager so disrespectful and mean to the customers ,we feel so insulted ! And we pay more just want to stay at a junior suite !! I am not even mention about the service here, no one greets you at all at the lobby as if you are not exist . We travelers go for holidays most of the time just want to enjoy the time also the money we paid for the value ! If you pay the money for a junior suite then you got blamed don't choose a 2nd floor suite ( he called upgrade actually the cut is not nice compare to junior suite ) or higher floor standard room, what exactly is the hospitality business offered? Don't even mentioned about the threaten way and arrogant questioning way to the customer ! That really frightened us ! Spending nearly 250 USD ( 172€ ) per night for the junior suite just want to enjoy the view and balcony and it seems not possible!
I try to be really calm and polite telling this manager that I have no intention talking to him any longer cause I don't need this kind of threaten and demanding arrogant attitude , surely he agreed and hung up the phone !
I wait for one more day to see if the management do anything , and no news from anyone and surely nobody repair the roof !
The holiday at this hotel is totally ruined !!
If you want to have a nice view with good condition, be lucky , if you are not lucky , be aware of this manager with a way of arrogant attitude and threats !
Never return and definitely a No Go!
Try the others much better one and cheaper with great service such as
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.