Fernando
This was her first time booking through Hotels.com, and unfortunately our experience has been very disappointing.
When we checked into the room, we looked around and immediately noticed that the master bathroom sink had not been cleaned. There were short trimmed hairs that appeared to be pubic hair in the sink. We also found similar hairs on one of the bath towels. I took photographs of both, carefully bagged the towel, and brought it to the front desk. I showed the staff the photos and left the contaminated towel with them. They apologized and told us someone would come clean the bathroom.
We left for dinner, but when we returned several hours later, the room and bathrooms had still not been cleaned.
Unfortunately, the problems did not end there. The toilet flush mechanism detached from the wall in two of the bathrooms. I contacted the front desk and requested maintenance, but no one ever came. After waiting, I had to repair the flush mechanisms myself by watching a couple of YouTube videos.
The lack of cleanliness upon arrival, the failure to follow through after reporting the issue, and the complete lack of response to the maintenance request are unacceptable and fell well below the standard we expected.
Given these circumstances, I believe a 40% refund of our reservation is fair. I appreciate your time and look forward to your response.
When we checked into the room, we looked around and immediately noticed that the master bathroom sink had not been cleaned. There were short trimmed hairs that appeared to be pubic hair in the sink. We also found similar hairs on one of the bath towels. I took photographs of both, carefully bagged the towel, and brought it to the front desk. I showed the staff the photos and left the contaminated towel with them. They apologized and told us someone would come clean the bathroom.
We left for dinner, but when we returned several hours later, the room and bathrooms had still not been cleaned.
Unfortunately, the problems did not end there. The toilet flush mechanism detached from the wall in two of the bathrooms. I contacted the front desk and requested maintenance, but no one ever came. After waiting, I had to repair the flush mechanisms myself by watching a couple of YouTube videos.
The lack of cleanliness upon arrival, the failure to follow through after reporting the issue, and the complete lack of response to the maintenance request are unacceptable and fell well below the standard we expected.
Given these circumstances, I believe a 40% refund of our reservation is fair. I appreciate your time and look forward to your response.
