2/10 Terrible
Manuel
Viaje en grupo, Viaje en pareja
7 may. 2023
No le gustó: Limpieza, servicio y personal, condiciones de la propiedad
We had the worst hotel experience at this location. We arrived on March 31 with a reservation through Expedia for four nights, until Tuesday, April 4, and paid for the full 4 nights when we arrived. On Monday, April 3, we went out to tour the city as usual and returned to the hotel around 8:30 p.m. I went to the reception to ask for a document that I was expecting to receive.
To our surprise, all our luggage, bags, and belongings were placed in the hotel reception. At first, it was confusing, but then a man at the reception named Ricardo told us that "they had an error in the reservation system," and that they only had three nights registered, so they took all our belongings out of our room!
We were in shock. Some from the hotel (we assume) had entered our room during the day without our consent, took our belongings, clothes, toiletries, and personal items, and placed them in our suitcases or bags without authorization. We also lost some money.
We called the police and reported what had happened in front of the guy at the front desk. The experience was embarrassing, and we had to leave the hotel with all our belongings in many bags, in a messy way, at 10:30 p.m. for another hotel in the city. Expedia only offered us compensation to pay for one night in another hotel.
It was just awful. We did not receive any kind of compensation or apology from anyone in the hotel administration. I do not expect anyone to go through this humiliating, sad, and unfortunate experience.
