6/10 Okay
Verified traveller
23 Apr 2018
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
TERRIBLE customer service but nice hotel
My girlfriend and I spent two nights in Villa 2, and while the villa itself was great, the check-in process was an absolute disaster. I booked our stay via Hotels.com, but when we tried to check in Saturday afternoon, whoever the shift manager was (I don't remember his name) did not allow us to, because apparently the rate I booked was not the rate Laluna claimed it should be.
While I understand the dilemma from the hotel's perspective, the employees were rude and made us feel unwelcome. They made us wait in the rain for 2 hours while they tried to resolve the issue with Hotels.com. They also had me spend an hour on the phone with Hotels.com (on an international call from my cell phone that will cost me a lot of money).
The price discrepancy issue is between the hotel and Hotels.com. As a customer, I should not be forced to wait to check in or to resolve the issue myself. None of the staff even apologized.
Additionally, upon checkout, we were asked to return to the villa so someone could inspect it (so that we could receive our $3000 deposit back). That is a first for me. Usually, the hotel inspects the room and contacts you if there are any issues. We went back up to the villa and waited for an hour, but no one arrived. We had to leave at that point so we returned to the checkout desk to inform them. Again, no one apologized.
Never have I received such poor customer service from employees of a hotel. My girlfriend and I were extremely disappointed.