2/10 Terrible
MONSERRAT
Viaje familiar
27 ene. 2026
No le gustó: Limpieza, servicios, condiciones de la propiedad
The experience was very negative and directly affected our vacation, not because of the hotel itself —which is actually very nice— but due to the operator Churchill, who handled the reservation and the issue.
During the booking process, I paid the price corresponding to a higher room category. Although Expedia later showed it as if a lower category had been selected, the amount paid clearly matched the price of the higher category. Upon arrival, we were assigned a lower-category room.
They may respond by saying that “I received what I selected,” but this is false. When requesting the upgrade to the correct category, the price of the higher category was exactly the amount I had already paid. However, the operator calculated an additional charge by comparing the original price of the lower category to the higher one, instead of taking into account the amount already paid, as if that payment did not exist. This shows a complete lack of commercial logic, transparency, and customer-oriented service.
Additionally, Churchill was extremely difficult to contact. It took over a day to get a response, communication is only via email, and there is no fluid or real-time support. This caused stress and negatively impacted our stay.
I recommend that Expedia carefully review its relationship with this operator. The hotel itself is very good, and other operators provide a far better and more professional service.
MONSERRAT
Se hospedó 4 noches en enero de 2026