First off let me start with the hotel itself. Other than the actual path to the hotel, which is very dark, isolated, and steep, the hotel was fine. It was just as advertised, no frills but adequate. The hotels appearance was fine, the rooms were simple but fine and I felt safe during my stay. There were no power shortages while I was there, and I always had warm water when I showered. The hotel is a good value for the money.
My issue was with the awful unprofessional management. I made my reservation about a month prior to my stay at Perla. I notified the owner/ property manager “Brent” that I had a late flight and would arrive at the hotel around 4am. He said that it was no problem but he would have to charge me for the night since he wouldn’t be able to rent the room; but it would be no problem and that Pablo (groundskeeper) would be aware of my arrival time and would be waiting for me.
I arrived at the hotel at around 3:30am. The door was open so I walked in and immediately noticed the security office. I walked up to the office but it was empty. There was no security at the hotel, and I walked around the entire complex looking for someone to let me into my room. I could have been a burglar or a thief and made out with anything since there was no security.
I went back outside the gate and rang the doorbell (which is extremely loud) for about a half hour and no one responded. I had my driver drive me around to find a place to stay since I feared that I wouldn’t be able to reach my room anytime soon. At this point it was 4:15am and there were no rooms available or the management had left for the night. Finding no room to stay in I returned back to the Perla. I ended up waiting outside the main gate from 3:30am until 6am. I sat in my drivers van sweating my butt off and getting eaten alive by mosquitos for nearly three hours. I rang and rang the bell for hours with no avail. I ended up giving my driver an extra $40 since this gentleman drove me around and stayed with me for 3 hrs. If he decided to leave me there I would have been all alone in the dark with all my bags (passport, wallet, $900, and cell phones I bought for friends) waiting outside for someone to let me in my room for nearly 3hrs.
At around 5:45am Pablo (groundskeeper) finally awoke from his “coma” and let me in. He said he was sorry and that he fell asleep. I asked if he was not aware that I would be arriving at 4am, he said he was aware but that he was too sleepy and fell asleep. I was understandably extremely vexed.
I contacted Brent (owner or property manager) the following day to inform him of my awful experience and to see how he would compensate an unhappy customer. His response was that: 1) I arrived at 3:30am instead of 4am which we had initially agreed upon. I responded by saying, “what difference would it have made if I arrived at 3:30am, 4am, or 4:30am? I still would have been waiting for hours regardless of what time I arrived”, 2) Brent said that it was a courtesy for me to be allowed to check in after hours. How in the world is it a courtesy if I paid for a full night’s stay for that night which I arrived on?!
Brent’s idea of fair compensation was to refund me that night’s stay, which is $30… Brent must be used to dealing with foreigners who aren’t American because stuff like this would not fly in the U.S. In fact I don’t believe he ever apologized at all.
I had planned on dropping off my bags and going to the After Hours club upon my arrival to Perla but due to this incident my first night in Sosua was ruined. I ended waiting in the heat, getting eaten alive by mosquitos for hours. I also gave my driver an additional $40. And this guy’s idea of fair compensation was to refund me $30. Brent is an awful businessman who obviously doesn’t care about his customers or guest.
Be aware of dealings with the owner.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
This customer's reply is a fairly accurate description of the events that took place. However a number o
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1) I did upgrade the customer to a slightly more expensive apartment as part of the compensation. This upgrade was worth $7 per night or $28 in total as customer stayed a total of 4 nights
2) The customer paid for the previous night of the early morning of arrival with the hopes he could have some last minute fun in Sosua and make use of the room. The apartments rents for $30 per night and that is the value of what is immediate lost was.
3) Our check in time is 2:00pm, I normally did NOT allow customers to check in at 4am (customer willing to pay for it or NOT) This is 100% of courtesy I extend to customers that I feel that it will value or to good loyal repeat customers who understand me and the way I do business. We are not a hotel we are a specialty rental (vacation rental). As a result of this event I will never extend this offer again to a new customer.
I honestly feel the $30 refund and upgrade to a better apartments was fair compensation a total $58 for a total stay of 4 nights at $30 equaling $120 is more than fair, that is almost $50 off
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.