"This was the most distressing hotel experience we have ever had. Although the property markets and prices itself as a fiveâstar establishment, the condition of the facilities and the overall service level are closer to that of a twoâstar hotel. The premises were noticeably unclean and poorly maintained, and our rooms had a persistent smell of mold and sewage. The bathrooms had chipped tiles, stained walls, and unhygienic drains, and the provided toiletries were of such low quality that they were unusable. Despite five staff members being present at reception, checkâin took 45 minutes. Ongoing construction around the hotel, including by the pool and beach, made it impossible to find a quiet or relaxing area.
The rooms were extremely basic and poorly soundâinsulated, with noise carrying clearly from both the hallway and neighboring roomsâeven on the top floor. Over three days, we were moved to three different rooms. One night, we were placed directly above the boiler room, where maintenance began replacing the water heater at 1 a.m. The hammering, drilling, and dragging of metal pipes continued until 6 a.m., making sleep impossible. When we reported these issues, management initially denied that any disturbance had occurred and later refused to offer an apology or compensation. Staff throughout the property were dismissive and unprofessional. Expedia/Hotels.com should remove this property from their listings, as it does not meet the standards expected of their platform."
