Hope you can take the time to read this. Super good: very nice gardens and buildings, friendly staff. Very bad: they don’t watch details and are not customer oriented in management. I would not consider this hotel pet friendly! I think especially in Covid times the customer satisfaction should be even more priority no 1 then ever, as you might depend on them in the future even if it is only 2 nights!? Let’s see, what the responsible manager will reply to this, as I offered to speak in person to him 3 times and none of them ever did. I was here with my girlfriend and our little dog. I reserved thru a Internet side and contacted the hotel directly about the possible extra cost of the dog. I stated, that if I don’t get the response till xx time to cancel, I assume, that the dog is for free. They responded in time welcoming us, but the main interest was to let us know the check in and check out times - not mentioning any cost of the doggy. So for me it was clear, that our dog stays for free. When we arrived, they circled all the ‚important‘ things like check out time and that it is 2 adults and no kids. I told them, that they forgot to circle incl. our doggy, as I was writing to them. They were surprised about that information and had to do some calls. It ended up, that they didn’t have a room like booked anymore and we were offered another room with 2 single beds, which I refused as I wanted a king size as reserved. They were sorry not to have a room like this for doggies and also they told me that the cost per night will be 2000 MX$ (+- 100US$) extra for the little dog!! I refused to pay the extra cost due to my email correspondence. I told the (very friendly and engaged) front desk guy that maybe they would like to offer an upgrade to solve the king size problem. He asked me to forward the email conversation about the dog to them (even if they should have it - how embarrassing). As we had a meeting with friends scheduled, we had to leave the luggage there without being checked in. Not nice, but it was ok for us. It was 3:30 pm - the guy offered me to call me latest 3 hours later to find a solution. I don’t know, what would take 3 hours to decide on that - anyway… the call was 4 and a half hours later telling me, that they found a king size room for me. He wanted to hang up quickly, but I asked about the solution for the cost of the dog. He was embarrassed to say, that his manager said, that we still need to pay for the dog 4000 MX$. I refused again and offered again to talk to the manager as well as I asked for another call - which never happened. At 2 in the night we arrived. Sorry for the lady at the front desk - she wanted to charge for our dog again and I intensively explained her, why I will not do it. Somehow I believe she was a bit suprised about my straight point, but she seemed to accept it. Never the less she asked me for an open credit on my card, which I refused. She accepted it and we could move in. In an extremely small room (no. 80
Zeer goed
49 Beoordelingen