NEVER, EVER AGAIN!!!
It was so terrible I don't even know where to begin!! The moment we got there, we were treated like criminals. Two out of five of our friends originally had a reservation here. Three of us had a reservation elsewhere and we were told our room wouldn't be ready for another few hours. We figured we would wait at this hotel until it was ready. The staff treated us like we were trying to put one over on them. They followed us around and finally dragged us to the counter. We tried to explain our situation, but they weren't hearing it. We explained our situation to the woman at the counter and she understood and said they would call us a cab when it was ready. Very nice of her. We tried to wait and relax by the pool and they wanted to charge us $300 pesos a person to hang out since we weren't staying there. We felt that was absolutely uncalled for...robbery!! We were a group of five staying in separate hotels. We decided to stay in one hotel, this hotel, since our friends booked through an online site and couldn't get refunded. We didn't want to keep running into problems if we wanted to hangout at one another's hotels. The young man who booked us was nice and helped cancel our other room at the other hotel. Here's were it gets REALLY BAD. Both rooms we booked didn't have working air conditioning. Both rooms were switched out for two more rooms with the same problem. One room had a toilet that was leaking onto the bathroom floor. Another room had their hallway flooded with water. We had dinner reservations for 9:30 and my roommate needed to iron her shirt. It took a great effort to find an outlet in the room. We decided to unplug the lamp and use its outlet. When we looked behind the nightstand, we were SHOCKED at what we found. The outlet was hanging on to dear life by its wires. Everything was exposed. We did not iron!! While we got ready to go to dinner the electricity went out!!!!! We stumbled around in the dark trying to put on our clothes for 45 minutes. We hoped that when we returned it would be working. We were sooo late for our reservations but they still took us. When we returned, we had electricity, no air conditioning, and to our surprise NO RUNNING WATER!!!!! This kind of stuff only happens in the movies!! This was still our first night so we decided to pack our bags and go to another hotel. When we went downstairs, the night manager was of no help and had no remorse for what we had experience. I swear this man didn't even have facial expessions. He refused to return our money. He refused to at least offer half off our rate. He said all he could do was give us 20% off. We asked to speak to someone who could make executive decisions, and he said he was it. We asked who his boss was and he refused to tell us. We asked for an 800 number or anything that could help us resolve our issue, and again he refused. He said he didn't have that information. We asked if he could look it up, and he told us that WE COULD LOOK IT UP. He was soooo rude. We had only been there 7 or so hours and it was hell. We took our loss and aggressively looked for another hotel. Finally we found a hotel with a reasonable last minute rate, The Crowne Plaza. It was heaven. The staff was friendly, helpful, and found it appauling what we had just experienced. They even offered us a suite and an extra little discound at the end for all our troubles. While the service at Emporio was not the Plaza's responsiblity, we were so grateful the Plaza tried to make up for it. From then on the rest of the trip was a blast. I will never, ever stay here again. This is the first time that I have written a review, but I felt obligated to do so. I couldn't bear the thought of someone booking here without knowing the truth about the service, staff and condition of the hotel. Please, please think twice before staying here.
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