Hotel Staff- receptionist
Posted Dec 14, 2016
I paid for a villa superior with an ocean view and was told when I checked in that it was for a standard room with a pool view. This was very frustrating since it was 6:30am and I was very exhausted. I then was told I could not check in until 3pm. Prior to my trip it was discussed I would pay an additional $50 for an early check in, which was not a problem. However the receptionist gave us a hard time saying the room was not ready. When we finally got a room, it was not a villa superior, it was a standard room with a pool view. The guy who helped with the bags went downstairs to find out if their was an error, however he never returned. We had to go down 4 flights of stairs with our luggage and thankfully their was another receptionist who greatly helped us. His name is Ernesto. I am not pleased with check-in process. After a long flight, the last thing I want to do is wait for 2 and 1/2 hours for a room that I paid for. I was not asking to be accommodated. I wanted to check in my room that I paid for.
Comment from Hotel Management
Dec 28, 2016 by Neorfy E., Hotel Management
Thank you for taking your time to let us know about your stay with us.
We are really sorry you had problems during check in, be sure we have addressed this issue to our rooms division manager to take the appropriate measures.
We really look forward to receive you again in our hotel.