2/10 Mediocre
20 de abr de 2026
Extremely serious incident – payment dispute and physical aggression
I booked and paid for my stay in full via the Hotels.com app. At check-in, I presented my booking confirmation number, payment receipt, and passport. Everything was accepted without issue.
Access to the property requires a 4WD transfer, so guests are picked up and dropped off from a parking area.
However, at check-out the next morning, the property suddenly claimed that my stay had not been paid and added accommodation charges to the bill. Despite showing the same booking confirmation and proof of payment again, they insisted that my Hotels.com booking was “not valid” and refused to let us leave.
The situation escalated in a very concerning way: a staff member became aggressive and physically lashed out at my wife, resulting in a brief physical altercation. This is completely unacceptable and deeply alarming.
I told them clearly that if they believed there was a legitimate issue, they should contact the police. Instead, we chose to leave the property on foot and walked back to our car along the beach.
This experience was not just a billing dispute—it involved intimidation and physical aggression. I strongly urge Hotels.com to investigate this property, as this raises serious concerns about guest safety.
Key points:
- Fully prepaid booking via Hotels.com, accepted at check-in
- Property later denied validity of the booking at check-out
- Attempted to prevent us from leaving
- Staff behaved aggr
Thorsten
Thorsten, viaje en familia de 1 noche
Comentario de huésped verificado de Hoteles.com
