I booked 6 nights at Bella Riva with Expedia. My travel dates changed after couple of days and I wanted to change the dates. I wasn’t able to change it using Expedia because the hotel banned any changes to any reservations. I was very upset and I wanted to cancel the hotel. According to Expedia I had to pay 97 dollars for cancelation fees. I was supper furious by then. I emailed the hotel directly and they helped me change the date of my reservation. So wonder why I gave this place 1 star? Let’s start reviewing this place.
Customer Service/Front desk: The ONE star rating goes to the great customer service. Kudos to Mr. Mahmoud and Mr. Ibrahim for providing me with excellent customer service.
Hotel Cleanness: Our hotel room was filthy and disgusting. We had 2 toddlers with us, and we were terrified to let them walk on the floor. We contacted the front desk and they got us some chlorine product to clean the room. No one offered to clean the room. The chlorine product was not safe to use specially if you have kids. We walked for 15 minutes and got Dettol to clean the place. It took us about an hour to clean everything (not to mention we just landed from the airplane). I used disinfecting wipes to clean the toilet and the sink. The bathroom had human hair and dirt. The towels were stained in yellow (God knows from what). When you first open the water faucet yellow colored liquids comes out. The water was very salty that it does not create foam when coming in contact with soap.
Comment from Hotel Management
Nov 7, 2016 by Mahmoud Jaber , Hotel Management
Dear Ms. Salmo,
We thank you sharing your feedback with us.
Please allow us to tackle each point raised in your review as follows:
Regarding the changes of the reservation’s dates, kindly note that we have no control to ban any changes made by a guest through Expedia except if it was a Non-Refundable booking which wasn't the case. Thus, we immediately responded & applied the desired changes once you contacted us.The cancellation fee of $97 you mentioned wasn't required to make the changes or to even cancel your booking, as it doesn't meet our hotel’s cancellation policy applied with your booking where you had the right to freely release your booking 24 hrs prior to your arrival date. Thus, it is advisable to re-check these matters with Expedia as surely there were some misunderstandings in these concerns.
Regarding the cleanliness, we're very sorry that you had this experience. Your comments really surprised us a lot. We would have surely dealt with this issue up to you satisfaction, but the “Do Not Disturb” sign that was hanged on your room’s door knob during the whole stay as by our house keeping department’s records had prevented us from performing our daily cleaning routine.
Regarding the location, we feel sorry that you didn’t take advantage from it. We would like to clarify that our hotel's location is the same where most of Beirut’s hotels are located. In addition, it's characterized by its proximity from the beach, Rawshe-Pigeon Rock& Hamra. It also provides an easy access to the main roads linking the driver to diffirent regions in Lebanon.
Further, we're happy to know that the F.O team & the breakfast were up to your expectations.
Please rest assured that your comments will be discussed with the concerned head of departments & proper actions will be taken where necessary.
Front Office Manager