2/10 Poor
25 June 2022
Very bad experience
We requested a private transfer to and from the hotel so we can ensure two car seats for the kids and were charged an additional fee per car seat. Both times, the transfer service said they did not receive any notes about this even though we paid for it. The Hotel said they would refund what we paid for the car seats within five days but it took several emails and three weeks for me to receive a refund for this. Other issues: upon check in no one escorted us to our rooms so we had to search the property and try to figure out the routes to our rooms and the room functions ourselves, one day room service never showed up and we had to call the front desk in the evening to have our room serviced, we paid in advance for breakfast to be included in our stay, I mentioned this each day to the staff at the restaurant but they still billed us for breakfasts at checkout anyway and if I didn’t closely review the bill I would’ve been charged several hundred more in meal charges. At the restaurant itself we also asked for high chairs for the kids and each morning the staff said they would bring them but never did. Worst of all, I booked three excursions through the hotels tour agency and canceled the last one because we were there during a hurricane. I was assured I would receive a full refund of hundreds of dollars within five days. This refund never came to my card and I’ve been repeatedly ignored and given the runaround. Not a five star experience by far.
4-night family trip
Verified Hotels.com guest review
