Qema Mancora

This is the best Selina I've ever been to. It feels like a resort! It has shared and private bedrooms. I enjoyed the amazing pool and bar. The restaurant has amazing food and a varied menu to choose from. It's a great place to socialize and meet new people! There are so many activities to do. I did a sunset paddleboard session and it was great!

I found my stay at Selina frustrating. Upon arrival we discovered that breakfast was not added to the room. The receptionist could not assist as it was a booking issue with the website. After some investigations I realised that having added the website offer with breakfast to the order, but taking some time to make the decision, Selina consequently sent me an email urging me to make the booking with an extra small discount code. Great I thought. So I made the booking, adding this code. However, not all was what it seemed. The special offer code took away the breakfast, which meant it wasn’t an extra discount at all, it would have cost more after taking breakfast. So the price I paid on check-in was more expensive than was still currently on the website taking breakfast. No problem I thought, surely customer services would rectify this, due to the fact they had initiated the issue with their email. Obviously a big chain like this would just, at minimum, ask me to pay the 50 PEN different to get the package intended. Wishful thinking on my part. After a back and forth email exchange, taking nearly a week, due to the replies sometimes taking days, the result was nothing can be done or changed. I was, in the end, offered some free points on the app, that you can use towards a stay at a Selina. Awesome. However, again not all was as it seemed. I tried to take an extra day to extend this trip with the given points, only to be told I couldn’t use it at this Selina for one day. The app mandated a two day stay. Again I asked if customer services could override this, taking into account I’d just paid for 6 days. Answer; no. They suggested I travel 800km to a different Selina I could use it at, that allows one night. Having already advised I was leaving for home to the UK one day later, obviously this suggestion was not viable. I think the thing that finished me off mentally was after leaving the room on the last day, then handing in the key, having a just a few hours to kill, I headed to the pool (before scheduled to take the bus) with my dirty towel from the room in hand. We were then approached to say we could not use our dirty towel to dry off from the pool, unless we paid for it again and the supervisor asked to take it. Nice one Selina. So the end result of a very simple initial problem of not including breakfast, ultimately resulted in us choosing to spend around $500 US on alcohol and meals outside of Selina, as it seemed the only power we had to express our dissatisfaction. The actual cost of the breakfast was not the issue and was negligible, it was the principle of the matter; of a large company who should have customer service at its core, not having any flexibility to guarantee customer satisfaction for a basic issue and in the end cost them quite a lot of lost revenue. Just when you think it’s all over, the chaos of Selina customer services strikes again. Having given up on an extra night and just heading home , whilst in the bus statio