4/10 Poor
Carlaya
Traveled with family and small children
26 November 2024
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
I will start with this. The desk staff needs to do a better job with communication with the restaurant staff. Being told in front of my company that there was a balance left in the bill when in all actuality there was not. Yes, he apologized for the misunderstanding on his behalf, but the entire situation should have never happened if the young man was focused on simple details. Better communication is definitely recommended to prevent further unnecessary decisions based on false factors.
The rest of the staff was wonderful and absolutely amazing. They saved the review from being lower by elevating this experience overall. From the breakfast staff during the weekend and the restaurant staff during the weekend, to the breakfast staff during the day, I can rave on-and- about them. Everyone greeted us with a smile and make us feel right at home! Chef Guillermo makes some of the best and biggest custom omelets and pancakes I have had in a while. The breakfast was good and hot and in plenty. Seating was ample and spacious. The cleaning staff was also very accommodating to our needs.
What really upset me was there was an incident in which a lot if police officers were called and yelling and screaming in the hotel. My son has autism and we specifically try to stay away from situations like that because it sets him off. I was completely unhappy about the lack of protocol followed by the lobby hotel staff and my family felt uneasy after the event. Overall it was okay.
Carlaya
Stayed 3 nights in Nov 2024