A PLACE THAT TREATS GRIEF LIKE AN INCONVENIENCE DOESN'T DESERVE TO CALL ITSELF A HOTEL.
I booked this hotel as a gift for my sister and my mother--and it turned into a nightmare the moment tragedy struck our family. After a sudden death, I had to cancel--a situation completely beyond my control. From the very first interaction, the staff were shockingly dismissive, unhelpful, and unprofessional. Emails sent me to phone numbers, phone calls sent me back to emails, and at no point did any manager take responsibility. I was treated like a nuisance rather than a grieving human being.
They made me exchange emails for two full weeks, including pointless security checks, only to tell me at the end that "this email does not deal with cancellations." I had explained everything clearly from the beginning. What was the point of wasting my time? Why make me repeat myself again and again if they were never willing to help? And in the middle of all this, I'm still grieving while having to deal with this endless back-and-forth.
When I went in person, Miguel, a Spanish staff member, constantly interrupted me, refused to let me fully explain, and shrugged as if the problem wasn't his. I even tried to help by asking for a gift card to use on another date--something fair, simple, and reasonable--but they refused. I felt discriminated against: nothing was offered while I spoke, but the moment my Irish husband spoke, they suddenly acted, changing the booking to January as if that solved anything. When I pointed out that January is far cheaper than November, Miguel just shrugged again. Zero accountability. Zero empathy.
While at the hotel, I saw people entering freely, including homeless individuals. There is a shelter nearby, and I didn't see any security. November/December are the busiest months--there should be security. Cars and Ubers waited at the entrance, shouting and banging on windows to get the attention of passengers, since the hotel has no parking, creating a chaotic and frightening environment. This stay was supposed to be a gift for my mother and sister, yet I felt unsafe, anxious, and completely unsupported. I would never leave them alone there.
Every interaction with the staff added to my humiliation and frustration. I was asking for something basic, fair, and right, and they treated it like a burden. Hospitality, respect, and empathy seem to be complete myths here. The hotel is chaotic, neglected, and unsafe.
And while I write this, no refund has been issued. It is outrageous and deeply upsetting to see how little they care about their guests. They have made me wait for a simple refund for something completely beyond my control, and the way they are handling it is disgraceful. They should be ashamed. At this stage, I wouldn't be surprised if the next thing they ask for is a death certificate.
I'm not the only guest experiencing this. Many others report the same issues with refunds and poor customer service, specially with this Spanish staff member, showing this is a clear pattern, not a one-off.
If the management has any shame, empathy, or conscience left, they should contact me directly, because I am still waiting for the refund I am owed. Avoid this hotel at all costs, and warn anyone you care about. No one should have to endure the fear, humiliation, and total lack of respect that I suffered here.
The reservation was under my sister's name, MELISSA VILARINHO, for the 21th to 24th of November originally . Ye already have my email and phone number on file, so if anyone in this hotel has the slightest trace of responsibility, they know exactly how to reach me. I'm still waiting for my refund and will not give up until it is resolved. read more