On July 26, 2025, my spouse and I arrived at Hotel Jefe, and the manager immediately and dismissively stated, "We have no availability," in a hostile tone, before we even had a chance to mention our reservation.
Once we informed him that we had a booking, he then repeatedly told us that our room was "not ready." We waited for over an hour past the official check-in time of 3:00 PM. During this extended wait, we observed the same manager checking in other guests and, notably, accommodating a walk-in customer by finding them a room right away.
This stark contrast in treatment, coupled with his initial hostile demeanor and refusal to acknowledge our reservation, felt deeply personal and discriminatory. We were ultimately forced to seek alternative, safer accommodation because the environment felt unwelcoming and prejudiced.
We later contacted Expedia regarding this unacceptable situation, and they informed us that they had no policy in place to address such hostile or discriminatory encounters and would not provide a refund. This entire experience was distressing and unacceptable. The hotel's manager displayed severe unprofessionalism and apparent bias, and Expedia failed to support us in a critical situation. We strongly advise others to be aware of this concerning conduct.