Very disappointing!
Overall we had a very dissappointing stay at this hotel, but i would like to send a thanks to those 2-3 employees that tried to give us a pleasant stay. everything is relative to price, and i would probably have accepted the experience in a casa, but that is also another price range.
upon arrival, we were informed that the reservation we made 3 months before had not been put in their system early enough so we would get three rooms in each end of the hotel, and only after insisting that they try to find rooms closer to each other they were able to move 1 room. but the one room smelled badly like fungus, another had the pillows smelling like old sweat and the last room was fine. while waiting for the rooms we had to leave our luggage in the lobby, we were told there were no other option, but later found out they actually have a luggage room, but we were not offered to use it, even though we asked specifically if they had it.
we asked on checkin if they had documentation for what all inclusive means, but they didn't have, but they could assure us that everything was included. i specifically asked if all the restaurants were included as well, and they said yes, we could use them. but it turns out, that here the reservation should be made to a woman that goes home at 17h00, the restaurants are only open 19-21, and even the unfilled restuarants would not give us a table because we did not book by the lady that goes home at 17. i would expect this information to be provided by reception when specifically asking about the restaurants. next day they informed us that only if we stay more than 2 days we are eligible to use the restaurants. this was informed nowhere until second day verbally. once again we felt unfair treated and complained, and then got a table at the mexican restaurant where a cucaracha ran through the restaurant when we just put our forks down.
these are just two of the points we were disappointed with, not to mention the cantine food, general service level and cleanliness. i would never recommend this hotel to anyone, it simply seemed like no-one cared at all about anything except ripping of old canadian/american tourists.
regards
max
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