2/10 Terrible
Serima
Traveled with family
Oct 29, 2025
Liked: Cleanliness, amenities
We had an extremely disappointing experience at this property, despite its beautiful setting and comfortable rooms.
I had prepaid for our stay through Hotels.com, yet upon arrival, the front desk charged me again for the full amount. What followed was a week-long ordeal trying to recover my money. It took two full days just to reach someone in their accounting department, and when I finally did, they initially claimed they hadn’t received any payment. Only after further insistence did they acknowledge the Hotels.com transaction.
Over the past several days, I have had to call the hotel more than 15 times, each time getting vague or conflicting information, with no resolution. The lack of accountability and communication from management has been deeply frustrating and entirely unacceptable for a hotel of this caliber.
It’s unfortunate because the property itself is stunning, and the rooms and food were excellent, but no level of comfort can make up for the disorganization, poor customer service, and financial mishandling I experienced here. Until this issue is resolved, I cannot in good conscience recommend this hotel to anyone.
Serima
Stayed 1 night in Oct 2025