4/10 Poor
Jacob
Traveled with group
Apr 23, 2024
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service, room comfort
Some good… a lot bad!
Firstly the good - The rooms were spacious with a lot of storage although the beds were cheap so they creaked a lot. The breakfast was average but had a nice view and the pool area was quite nice.
Now the bad - No shower curtains so the entire floor got wet. Thin walls meaning you could hear all the doors of other guests slamming throughout the night. There is a hole in the wall to the outside in the pool area and one night there was a rat running around.
We arrived at check in and was told that we would have to make a payment directly to the hotel even though I had already booked and paid through Hotels.com. l queried this and was told they no longer had a contract with them and that I needed to contact Hotels.com who would phone Hotel Aerial and that they would authorise the refund. This was confirmed by Hotels.com but said that it would take up to 5 days to process. Upon returning home, Hotels.com contacted me and informed me that Hotel Aerial did not authorise the refund which meant that the hotel took double the money intentionally - Hotel Aerial straight up lied to me just to get double the money, this is inexcusable!
Being a loyal customer, I’m even disappointment at Hotels.com for ensuring I would get a refund otherwise I wouldn’t have done it!
I've tried to be as fair as I can with this review, I am just disappointed that the hotel would lie to me just to earn a bit more money and if the service and quality was good enough I probably wouldn't have mind as much
Jacob
Stayed 2 nights in Apr 2024