RACHAEL
28 febbraio 2024
I initially booked 2 ocean view rooms, paying extra for the upgrade from resort view rooms. However, upon arrival, my family was assigned 2 resort view rooms, which clearly did not have an ocean view. Some employees at the property agreed that these were indeed resort view rooms. I complained to both the hotel and *******, but ******* was unable to resolve the issue as the property insisted that the rooms were ocean view. The property then mentioned a disconnect with ******* in assigning the correct rooms. The next day, they upgraded one room to ocean front but did not offer a refund for the difference, as one room remained a resort view and we had already spent one night in the initial room.
I had planned this trip almost a year in advance and was extremely frustrated by this situation. I am now uncertain about trusting ******* for future bookings. The food at the hotel was mediocre, and on one occasion, there was a mosquito in our meal. They also served us frozen salmon, which they called "salmon carpaccio," and it was the worst dish I have ever tasted. I never expected such poor service and food quality from a 5-star hotel. I will not be booking this hotel again.
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