6/10 Good
17 Jan 2025
Family Getaway
We chose this resort for a family getaway after the holidays. Following up on previous reviews, there was miscellaneous furniture laying in walkways/open areas on a few of the days. The food was excellent and always appeared fresh. We had no concerns with sanitary conditions in the restaurants. The staff was friendly. Our biggest concerns relate to the hotels.com booking. We booked 2 junior suites which are advertised as 2 double beds or 1 king bed. In communication prior to trip, we requested one room with king bed and one room with two double beds for our family of 6. On arrival, we were told that none of the rooms have double beds, but they could provide roll-away beds. We received one additional bed, but after multiple phone calls,walks to the main desk,and empty promises,we did not receive a second roll-away bed, and one person slept on the little couch for the entire stay. Hotels.com should not advertise double bed rooms if they truly aren't available. The reservation is marked as 'fully refundable' prior to a certain date. This is not true. We needed to make an adjustment to our travel dates and contacted them well before the refundable date. Communication was awful and hotels.com stated that majestic was not responsive to their inquiries. At one point, hotels.com stated that I should request early checkout and they would refund the amount. Now, hotels.com is now stating that the won't refund. Overall, property is beautiful and relaxing, but issues are possible.
Verified traveller
6-night family trip
Verified Hotels.com guest review
