6/10
The hotel is in a good location with great views of the marina. Staff at the pool, bar and breakfast are friendly and professional, as is the housekeeping team who keep the rooms very clean.
Unfortunately the same cannot be said for the reception staff. Our reservation was confirmed by Hotels.com and prepaid, however on arrival we were told there was no record of the booking and they could not help us further. They said the problem was with Hotels.com and not the hotel itself. The second problem came in trying to speak to someone at Hotels.com. No telephone numbers we could find for support in the UK or elsewhere worked and we could not get through to an actual person to talk to. Eventually we found a chat option that wasn't automated and the chat agent contacted the hotel on our behalf to retrieve our booking. The hotel staff finally conceded they had the booking but under "Hotelbeds" rather than Hotels.com. They had already seen our passports by this time and the names on their "Hotelbeds" booking were exactly the same as ours on the Hotels.com booking. They refused to accept their error and said our booking confirmation was worthless as they search reservations by travel agent and not by customer name.Two hours were wasted at considerable expense to us trying to connect to various Hotels.com support lines using our own mobiles. The hotel handled this very badly and Hotels.com need to have easier ways for customers to reach them when there is a problem.
Andrew
Viaje de 3 noches
