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Very unpleasant experience
05/26/2010I had reserved 2 junior suites. was given standard rooms. when i complained, i was told that, as i wanted ocean views, there where no junior suites with an ocean ...
I had reserved 2 junior suites. Was given standard rooms. When I complained, I was told that, as I wanted ocean views, there where no junior suites with an ocean view, obviously absurd (I wasn't told unoccupied, I was told nonexistent). I stated it was absurd; the staff person said finally that she meant unoccupied. I then asked why, having made reservations 2 months earlier, priority for ocean view junior suites had been given to other people having no reservation at all. I was told that it was hotel policy. Getting nowhere, I then requested a refund for the difference between the junior suites rate I had paid and the standard rooms rate. I was told that they were the same and that I would get no refund. I asked to see the manager; I was told he was not available and anyway did not speak English. I said that I would file a complaint with Travel online. I was called in my room later and told that I would get a "discounted rate". I believe the staff people I dealt with tried their best to make me pay for the better rooms while giving me lesser ones, and lied to me several times in the process. Later on, when we wanted to have dinner there (all of this after a 600 km drive), we were put in the cafeteria instead of the much nicer and air conditioned restaurant, being told that the restaurant was not available. But of course 1) the menu and prices were the restaurant menu and prices and 2) other clients were allowed in the restaurant a short time later. Why do you deal with these people?
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