6/10 Okay
Claudia
Travelled with family
4 Nov 2025
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We stayed for the first 2 nights of our trip; when we checked out we found out that they had lost my mom’s trip supply of insulin (there is no fridge in the room) although they documented that was given to them to put in the kitchen fridge there was nowhere to be found!
Long story short I called last day of our stay to speak to the Manager Oscar who told me that he was waiting for our call to figure out where he can meet us. We previously advised that we will be at Barcelo where their staff was waiting for the insulin drop. I asked for a complementary night as we no longer needed the insulin at the end of trip(luckily my mom had used a different one in El Salvador so she was confident to use it otherwise we would have to cancel our trip) seems that he was more concerned of the price equivalent of the room vs the life sustaining medication they lost!
We did at end got a complementary night we did not use as was a bit inconvenient for us at end of the trip..
Hotel is beautiful area is great; unfortunately be prepare for a very strong sewage smell from time to time and I will definitely skip the breakfast!
Overall a disappointing experience for our family due to lack of response to a very serious matter!
FYI: the 4 star rating for some of the staff as they do have great people working there!
Claudia
Stayed 2 nights in Oct 2025