House of Hospitality: Tours y Actividades

My experience at this hotel was very disappointing, mainly because of the customer service and a double-charge issue that could have easily been avoided. From the moment I arrived, I explained that my stay had already been paid for. However, when the payment discrepancy arose, the staff showed little willingness to properly verify the information. In particular, the front desk employee working the morning shift refused to check the system to confirm whether my payment had already been processed. After I insisted, he connected me with another staff member, claiming that he could not understand me. Unfortunately, that person simply relied on what the front desk employee had said, without actually verifying in the system whether my payment had already been made. Despite the fact that I specifically raised this issue during my stay, I was charged again upon checkout. In the end, it was my bank that resolved the situation and recovered the amount of the duplicate charge after nearly three weeks. There was also a significant noise problem. The hotel has wood flooring and very poor sound insulation, so footsteps and movement from the rooms above and next door could be heard very clearly, making it difficult to rest. Billing mistakes can happen. What was most disappointing was the staff's lack of willingness to simply verify the information and address the problem when I brought it to their attention. A basic check of their system could likely have prevented the duplicate charge