"Check-in took too long as they were confused about 2 rooms being under 1 booking, they gave our guests a room that was already occupied and then had to change it after the bellhop alerted them to the issue, thankfully it was before they walked into an occupied room. The room was not thoroughly cleaned, the balcony was left unlocked and we didn’t realize until the next morning. The pipes made terrible loud and vibrating noises, I had to leave the bathroom sink running all night in order to sleep. The curtains were stained, cobwebs in both the room and the bathroom.
Dinner was also disappointing. Service was slow despite the dinning room being empty. They kept saying our room was showing as unoccupied, the menu was inaccurate and didn’t list allergens so we ordered a dish that contained dairy and one of our party couldn’t eat it. I told the waiter and nothing was done not even offered to comp. Not all the dishes came out at the same time, the picanha was hard a rock. One of the appetizers didn’t arrive until we had finished the meal.
This hotel has so much potential but the staff has 0 hospitality training and the rooms need a lot of TLC and upgrades to be even remotely considered at the same level as the other hotels near by. It’s no wonder they still had availability during the busiest tourist season.
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