I like it that it's near the beach. I love that the hotel is located near the beach. That was definitely one of the things I appreciated about our stay. However, there were several things I was very disappointed with. First, the check-in time. The official check-in time is 3 PM, but thankfully, they allowed us to check in around 2 PM. Second, the registration process. When we arrived, the staff explained all the possible charges and fees in case anything got damaged or broken. While I understand that these policies need to be communicated, the way they explained everything made us feel overwhelmed and anxious. We came to relax, not to feel like we had to be extremely cautious with every little thing. Management should train their staff to communicate these policies in a more welcoming and considerate manner, especially when accommodating families with children. Third, the bathroom. It smelled like urine, which was unpleasant and made the bathroom uncomfortable to use. Fourth, and the WORST experience of all, was finding a poop stain on the bed. Around 10 minutes after checking in, we were about to lie down when we noticed an unpleasant smell. We checked the bed and found what appeared to be a poop stain. We even had to smell it again just to confirm what we were seeing. What made the situation worse was how the staff handled our complaint. One staff member said it was impossible, which honestly made us feel as though they were implying that WE had caused the stain ourselves. We had barely been in the room for 10 minutes! They apologized and replaced the bedding, but I didn't feel that they genuinely understood how serious and unacceptable the situation was. One staff member even told us that we should have checked the bed first for poop. Excuse me? Isn't it the hotel's responsibility to make sure the room, especially the bed, is clean and properly inspected before guests check in? Lastly, the hospitality was inconsistent
FernandezUna settimana fa