Customer service is TERRIBLE. They charged me double for 1 of the rooms. I saw it the day after we left. They admitted the mistake (e-mail from the General Manager), yet has failed to transfer USD 1500 back to me. It has been 2 weeks since they admitted it and promised to rectify it, but they have now ghosted me for 9 days. According to Hotels.com, they have also ghosted them. I have now had to take the issue with Mastercard.
Travellers must also be aware that Hotels.com is not willing to put pressure on hotels when such issues arise. Hotels.com say it is due to us paying directly to the hotel. I do not understand why they will continue to market and sell rooms for a hotel that double charges their customers without it having any consequences for the hotel, so this is something to be aware of.
They stay itself was fine: somewhat overpriced. Std. comparable to a 3 star hotel, not "luxurious" as the intro states. Area around pool needs a pressure wash. They tidied the beach in front of the hotel once a week, maybe. Other hotels tidied every day. Breakfast was ok. Location: quiet part of the beach. Restaurant and bar upstairs: very good, but pole pole. Room cleaning: great. Guard and towel service: great.
All overshadowed by the fact that they have not returned my money. I understand that mistakes happen, I do not understand why they do not fix it promptly. They have now answered and say that they have ghosted me "because the bank has so many questions".
Please be warned!