2/10 Terrible
Paola
Traveled with group
Sep 25, 2025
Disliked: Staff & service
A deeply disappointing experience—avoid doing business with this company.
Despite providing medical documentation and explaining that I was physically unable to travel, my request for a refund was met with a cold, scripted response. I reached out with sincerity, sharing the context and asking for compassion. Their reply?
“We understand the situation and we’re truly sorry for the inconvenience. Unfortunately, a direct refund is not possible.”
This was not a last-minute cancellation—there were still nearly three weeks before check-in. The refusal felt less about policy and more about a complete disregard for basic empathy.
Even Expedia intervened on my behalf, but they too were stonewalled:
“We’re following up on your request to cancel your booking and to reach out to the property for a refund. As much as we wanted to fulfill your request, we are subject to the vendor’s rules and cannot override their policies.”
It’s hard not to suspect that the room was resold after my cancellation, allowing the company to profit twice while refusing to support a customer in genuine need.
This experience reflects a troubling lack of care and integrity. I would strongly caution others against booking with this establishment.
Paola
Stayed 3 nights in Sep 2025