2/10
I am writing to express my profound dissatisfaction with the service I received regarding my recent booking. Upon my arrival, I was informed by a representative that, due to property policy, I would be denied access to my reserved room. The call was abruptly disconnected while I was attempting to resolve the issue.
It is important to note that at the time of this call, I was in a remote, high-elevation area with no cell phone or internet service, necessitating the use of a borrowed phone. Approximately one hour after the call, and only after I had driven an hour back to the nearest town and secured alternative accommodation, I received a text message containing an access code. This message, a screenshot of which is attached for your reference, was sent without a corresponding room number and was received approximately 1.5 hours after my initial arrival at the property.
Traveling with children, waiting in a vehicle without a confirmed room or any means of communication would have been irresponsible and unsafe. The lack of cellular or internet connectivity further exacerbated this precarious situation.
I find this entire experience, particularly the initial denial of access followed by a delayed and incomplete resolution, to be completely unacceptable and a severe lapse in customer service. This issue should have been resolved during my initial phone call with the representative. Denying access and subsequently reconsidering that decision placed my family and me in a vulnerable
Oscar
Se hospedó 2 noches en junio de 2025