My name
Is Moises Acosta , I booking from Jan 11 tru Jan 15th , unfortunately I never tough I will
Making a bad review , I been using this hotel for almost 8/9 years , is been a pleasant to booking rooms and all they r staff always been so nice and courteous, unfortunately this last time tue service was really the worst thing ever experience , I make a review because I tell the front desk I will post so they know who I am , most of the personal
Of Front desk for a already gone except 2 guys that always been super nice and really polite , since tue beginning, before to go there always try to call jus to make Sure everything is ok with my reservations, but when I try to reach this gentleman, they always denied me to speak with them , also they cannot form my reservation, well while I was at the hotel occurred situations completely out of context, tue first one I was when one day I when to the restaurant in tue morning (for tue complementary breakfast) and I was completely full , so I decide to ask for a cup for just a little of yogurt so Incan take my medicine and take news denied also the “kitchen manager” he mention really rude that he was the only who make the call Eder to who take or not , I went to reception and explain to tue recepción manager that since was completely full refund f people the restauran I just need a little yogurt so I can take my medicine (and didn’t ask for food just that , no mention that I never take breakfast at the hotel because always travel for work and always eat in a restaurant around) so I was tue same tue lady even knowing I was full of guest sue denied even to get me a little cup , and believe all
Hotels Has rules and I understand that , but can be flexible if you see that the restaurant is full and I don’t ask for any heavy food , then an hour later my family come to
Pick me Up and also to get some items from me, my sister politely ask for me and say want room I was , they denied tue entry and tell her anything I need to give to them I need to bring do myself ,but the worst I was tue last day we received a Call from tue airline where they tell us our flight was delayed so we decide to extend and we pay from 12 to 4 pm, the only thing is exactly at 4 pm no minute before or a minute after we receive a call from front desk ( I was exiting my room) so I decide to answer and what they say shock me “did you know your check out is a 4 pm, right” honestly that I was something disrespectful, of course I know I pay for that service , I think the call maybe need to be like as a courtesy is a friendly reminder that your extended time is expired is any we can help?, so practically between front desk/manager and restaurant they no understand how can be a great customer service , all
The amenities the room , the cleaning , the housekeeping was excellent as always mrs Dalia sue was a wonderful person in both room I stay (also sue know me for several
Years , we don’t want a privilege treatment I just want that they need to be more
Flexible and they need to understand that we are paying for a service and no asking nothing for free , until now they still waiting from tue managers hotel (she ask me for my name and phone number but I guess , she doesn’t care , I use to like this hotel honestly but after this incident I’m thinking about , once again I apologies for put this review but honestly I hope the staff can get trained more properly