8/10 Muy bueno
17 de agosto de 2023
We didn't like that our crib request during our reservation was not taken seriously. I emailed the hotel 2 weeks before our stay to specify we needed a crib for our 1 year old daughter and got a reply indicating that a pack and play will be added to our reservation.
When we arrived to the hotel we were told that the pack and play was being put into our room as we spoke, we then arrived to the room and there was no pack and play.
When I came downstairs to get the bags from the car I heard the staff talking about not having any pack and plays available.
I approached them to see what was going on and they told me they were "actively trying to find one", I got upset and told them that I emailed them 2 weeks back asking for it and the reply that I got was that "it was not guaranteed". Eventually they found one and got it to us.
We booked a room with a single king size bed relying that the crib will be there, if the didn't find one we would have needed to change hotel.
This is not a good service, as parents if you offer a "free crib" it is not a "nice to have thing", it is a requirement for us to stay in the hotel. In our case we booked a 1 bed room relying on the crib you offered, if there was no pack and play available we would have no place to put our daughter to sleep.
If you offer the pack and play and you add it to my reservation, it should be in my room when I arrive, otherwise you are not offering a good service.
Other than this our stay was good.
Mauricio
Mauricio, viaje en familia de 7 noches
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