4/10 Regular
9 de octubre de 2025
We booked and fully paid for our 4 night stay in an Ocean View room over 4 months in advance. However, when we checked-in just 40 minutes after check-in start time we were told that rooms were allocated on a ‘first come first served basis’ and that the only room now available was a restaurant roof view room. We were told that we could move after one night, but this was time wasting, inconvenient and disruptive to our holiday.
When 24 hours later, we eventually spoke to the manager he admitted that the room we were initially given was generally only sold to ‘walk-ins’ and then only when no other room was available and the room was always shown to the guest before they booked them in.
When challenged the manager said that they did not guarantee an Ocean View room, although that is exactly what Hotels.com sold to us and is clearly stated on our confirmation. He added that as his contract was with Hotels.com, he could not compensate us financially unless Hotel.com contacted him directly to complain!
His attitude was very much “well you’ve got an Ocean View room now, so what’s the problem!”
He further advised that had we booked directly with the hotel, that he would have given us a partial refund for the first night.
Having looked at reviews of this hotel, our experience is clearly not unique.
This is very sharp practice and we will certainly never stay here again and would discourage others from doing so too!
Ruth
Ruth, viaje de 4 noches
Opinión verificada de un huésped de Hoteles.com
