4/10 Poor
Cynthia
Travelled with family
26 June 2025
Liked: Cleanliness, amenities, property conditions & facilities
The hotel was nice, but the experience was frustrating. We booked through Expedia, where it clearly said lunch was included. At check-in, the staff confirmed it was free at a certain time. At the restaurant, we asked again and were told it included appetizer, meal, and dessert.
After eating, they brought a card machine and said we had to pay IVA (tax) and a service tip—over 1,000 pesos. When I questioned it, they said, “Oh, they didn’t tell you in the lobby?” I told them it was never mentioned, and they just said, “Well, they should have told you.” If I had known, we wouldn’t have ordered so much.
They also charged my mother’s debit card without her authorization, overdrafting her account and causing fees. When we brought it up, the staff was rude and unhelpful. They said the free lunch was an Expedia promotion and not their responsibility.
The lack of transparency and the dismissive attitude from the staff were unacceptable. I would not return or recommend this hotel.
Cynthia
Stayed 3 nights in Jun 2025
