4/10 - Insatisfatória
Angie, San Antonio
Viagem com a família
17 de fev. de 2026
Pontos positivos: Limpeza, comodidades e condições e instalações da propriedade
I booked this hotel for 3 nights through Expedia and paid in full. My flight was cancelled and moved to the next morning, so I informed the hotel but received no reply. Expedia confirmed with them that I would check in late and I accepted losing the first night since it was already paid.
After a long trip and 1.5 hours in traffic from the airport while exhausted and hungry, I arrived but was told I had to pay £138 more because I didn’t show up the first night. I explained multiple times that I had already paid and Expedia had informed them, but staff refused to check proof, spoke loudly and rudely, and said I wouldn’t get the room unless I paid.
Expedia had to step in and after more than an hour confirmed the hotel was wrong and I did NOT have to pay anything extra.
During the stay my key stopped working, my Do Not Disturb sign disappeared after one night and was never replaced, and communication was extremely poor. After checkout, they sent an invoice I didn’t request with multiple errors (wrong room number, wrong dates, incorrect card).
The room itself was quiet and the location convenient, but the service was shockingly unprofessional and made an already exhausting trip much more stressful. I never felt comfortable after the check-in incident.
Huge thanks to Expedia for resolving the issue. I would strongly caution others before staying here.
Angie
Hospedou-se por 3 diárias em fev. de 2026