2/10 Terrible
GINO
Travelled with family
21 Jul 2025
Liked: Cleanliness, amenities
Disliked: Staff & service
The property and facilities were good and well-maintained. However, the reception staff were extremely unprofessional and displayed rude behavior throughout our stay.
At check-in, we were incorrectly charged an additional $440. When we questioned the charge, the staff refused to acknowledge the mistake. During check-out, we raised the issue again, but the receptionist was arrogant and dismissive. I requested to speak with the manager, but they denied our request—even though we clearly saw the manager present at the reception. The entire situation was handled with a lack of transparency and professionalism.
We were forced to wait with our family for nearly two hours while they created unnecessary drama instead of resolving the issue efficiently. Fortunately, one new staff member, Tameika, took the time to speak with us and understand our concerns—her assistance was appreciated.
Eventually, they admitted their error and agreed to process the refund. However, the refund took more than 10 days and required continuous follow-up via email before it was credited back to our account.
I urge the management to closely monitor and train the reception staff to ensure guests are treated with respect and professionalism. This kind of experience can negatively affect an otherwise pleasant stay.
GINO
Stayed 1 night in Jul 2025