Although I informed them about my late arrival via email and they confirmed that they will hold my reservation, upon arrival I was informed that my room was given to someone else. Temporary bed I was offered was full of insects. No toilette paper in the bathroom (was I supposed to bring my own?). Good luck arriving after midnight...they close the gate to the resort and you have to walk one mile from the street to the resort. No one picks up the phone when you call them on the 2 numbers they posted at the gate. Would not recommend.
Comentario de la dirección del hotel
27 mar. 2019 por Ecommerce dpto, la dirección del hotel
First of all, I present apologies from the tay beach hotel team. we are very sorry not to meet your expectations.
We would like to clarify some items about your reservation and your negative coment.
1. you made a twice reservation from 2 differents sites, expedia.com and booking.com, the reservation from Booking was made to name of Mrs Olga Rusak, this reservation was made for just one person, we never had you name in this reservation. we answered the request saying thar we was going to keep the reservation, and we did it, but Mrs. Olga never came.
2. we never received email or notification from you on Expedia.com site asking to keep your reservation. We considered no show the reservation since 12 am then the rooms are free to be sold since that moment.
3. the email we received from Olga was asking to keep her reservation because she had a flight cancellation and the reservation was changed to march 22.
4. you never hired a pick-up service with us, and it is not included in the rate. Guests must arrive directly at the hotel by their own means regardless of the time of arrival. we dont offered this service on bookings sites for free.
5. The hotel has not safety 24 hours, the gates must be closed by security.
6. We dont offered on booking sites front desk 24 hours.
7. We are really sorry about the insects,
In some seasons of the year there is more presence of insects for being surrounded by nature.
8. we are sorry because of the toilette paper, the reason for that happened was that the room was not ready to sell because we had not any request.
Once again i present our apologies about the situation and hope in a next opportunity to meet your expectation and you can be sure, we will contniue working to improve our service.
Lina Maria Zuñiga.