4/10 Poor
Sandra
Traveled with partner
Mar 6, 2025
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Definitely not a 4 star hotel as advertised!
The hotel has seen better days. We stayed in room 301. Rust lined the bathroom windowsills, and if you opened the window you were greeted with a very dirty AC unit covered in pigeon droppings. The room was old and dingy, one nightlight did not work. I found spots of blood on one of the pillows. We thought that we were feeling mini earthquakes but checked online and there weren't any reports then realized the building shook every time a truck rolled by. Kinda scary infrastructure.
The terrace was closed for construction so hopefully their renovation will do them some good.
Customer service was the worst. Being a platinum member, I specifically booked a "VIP" Access room on Orbitz since I had a red eye flight. I messaged the property a week ahead to request an early check if possible. No response. We arrived and ZERO accommodation was made for an early check in but she did tell me (via Google translate) I could could email or WhatsApp them to see if my room was ready and if so the charge would be $400 pesos. It's supposed to be complimentary as a Platinum VIP, but I didn't even go there since it didn't seem like the room would be ready anyway. There was no attempt to even check us into the system and when I returned at 3:15pm, that's when they asked for a security deposit, etc. Inefficient. Another had her boyfriend/friends hanging out in the lobby every evening we arrived.
I'm befuddled by the good reviews.
