Globales Acis y Galatea

I really enjoyed staying in this hotel. Great services!!! It was very clean room. The personal was very polite and helpfull!

The hotel room itself was average minus the sad excuse of a bathroom door (“frosted” glass that was see through and on a swinging hinge with no latch) but the complete lack of communication and poor customer service is the justification for this one star review. Drawn in by the airport transfer and continental breakfast before a long travel day, I booked and pre-paid for one night in advance. The morning before my arrival, I checked my email and discovered that my PRE-PAID reservation had been canceled. How is that even possible? With no prior notice? Panicking, I immediately clicked “confirm reservation,” only to be charged again when it automatically booked another room. Unbeknownst to me I still had my original reservation..? I called the helpline right away and was told to wait until 9am. Starting at 9am, I then spent two hours on the phone trying to get ahold of reception and repeatedly being told that the central office “couldn’t help”. Eventually, someone finally reached reception (or so I was told) and informed me there was nothing they could do until I arrived in person and spoke with management. When I arrived at the hotel, I was told management had already left for the evening and I’d have to wait until 7am the next day. The night receptionist said there was nothing she could do until then and handed me a key for only one room. I never even entered the second room that I had paid for. The next morning, I spoke with the manager, who told me she could not do anything about the double charge, despite the second room being completely unused. She said she would email her supervisor. She offered no hotel credit, no complimentary breakfast (which I had to pay for separately), and no resolution of any kind. A few hours later, I received an email stating they refused to refund the unused room. I am deeply disappointed in this establishment. The utter lack of communication and misleading emails, combined with the failure to offer any form of compensation shows a shocking lack of customer care.