2/10 Terrible
Maritza
Travelled with family
27 July 2025
Liked: Cleanliness, room comfort
Disappointed check in
I'm sorry to hear about your disappointing experience at Paloma's Hotel. Here’s a
I made a reservation for Saturday, July 26th at 12 PM and arrived at the hotel at 12:30 PM. Before arriving, I called to confirm if my family could use the pool while waiting for our room to be ready, and they assured me it would be fine.
Upon checking in, however, a representative named Melissa informed me that while my reservation was in the system, no building or room number was assigned. She advised me to call Hotels.com for assistance. I did reach out, but after several attempts, the only communication I could get was through a group chat with someone named Ricardo, which didn’t help.
During this time, my child was crying and eager to go to the pool, and we ended up sitting in the lobby waiting for any updates. Melissa then directed us to customer service in the Phase 2 building, but I struggled to find my way there due to lack of clear instructions, which added to our frustration.
This experience was incredibly disappointing for my family, and we lost valuable time that we were hoping to enjoy at the hotel. I would like to know how you can compensate us for the time lost due to these issues.
Thank you.
Maritza
Stayed 1 night in Jul 2025
