We made these arrangements through a travel company (Marvelous Travel), and arrived at this hotel after a day of 10+ hours of travel. Although this wasn't the hotel name we had on our papers, we still went into the lobby and asked if they had a reservation for us. Now, hotels change owners, names change, etc. Turns out that they lied when they said they had a reservation, and we didn't find out until the next day that we were supposed to be at a different property, a few doors down. We obviously made a mistake, but not being fluent in Spanish, and pointing to our papers and asking if this is where we were and being reassured a number of times, we shrugged our shoulders and assumed it was a type-o on our papers.
Don't trust the front desk staff. Lesson learned. They wanted to charge us the full price for the bed (the room was reserved for another travel company, and their guests didn't turn up), which was already paid for, breakfast we didn't eat, and we felt totally used by the young man working the front desk the night that we had arrived. After 3+ hours of negotiations we ended up leaving after paying $35 US. The hassle was awful, and the guy at the front desk didn't bother trying to use any form of customer service at all.
This being said, the night guy at the front desk (overnight) was fabulous, very accommodating and helpful. The rest of the staff and the owner we talked to on the phone over this whole situation were less than helpful, and didn't even attempt to be kind or try to help us out. We understood it was partially our mistake, and ended up more frustrated than necessary by the way the hotel handled (or didn't handle) our situation.
If you have an option to stay elsewhere, I would. There are plenty of other hotels with what I can only assume would be better service. Our next hotel (Casona de la Isla) was far nicer, with far superior customer service and although the rooms were smaller, they were much nicer.
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- Also Known As:
- Casa Amelia Hotel