2/10 Terrible
Tatiana
3 Mar 2025
Nightmare Check-in: Hidden Fees, Rude Staff
I really regret leaving such a review because some staff members genuinely tried.
This will be interesting for those traveling with teenagers.
❌ Check-in – complete chaos
We arrived at 2 AM on February 18 (our booking started from the 17th – I deliberately paid for an extra day so we wouldn’t have to wait until 12 PM to check in with kids and could go straight to sleep). But no such luck.
We booked through Hotels.com – Ultra All-Inclusive (some kind of VIP package): two rooms in the Regency Club building (the one near the beach) for two adults and three children (14, 13, and 3 years old).
At first, they put basic wristbands on us, but later changed them to the correct ones.
Then, the so-called "main manager" (as he introduced himself) with a sleazy and insincere smile says:
"There's a tiny little problem. You have three adults, not two."
Apparently, 14 years old is a child, but 14.5 is already an adult (according to some made-up hotel rules that are nowhere to be found).
Pay $500.
I asked: "Show me where this is stated in your system?"
He just ignored me and muttered something under his breath.
I said:
"Why does my 14.5-year-old get a child’s wristband? Give them the adult VIP one like ours."
His response was hilarious: "Kids aren’t allowed." 😆
I explained:
✔️ I entered the exact age of the children when booking – the system calculated the price accordingly.
✔️ There was no option to enter 14.5 years old.
✔️ No information about this on their website. (In fact, thei
Tatiana
Stayed 10 nights in Feb 2025