Centre Nacional d'Huracans

As a frequent traveller, I stay at 4- & 5-star hotels. This property is, at best, a 3-star & does NOT belong under Marriott's Luxury Collection. Arrival: approx 9 p.m. to no bellman or concierge & was told these services are only available during the day. As an Expedia VIP, I normally arrive to a bottle of wine with a welcome note already in the room. Instead, I was told to ask for it if it wasn't there. It wasn't. It finally appeared in my 3rd room on the 3rd day—after repeated complaints. First night - Room 1011 - nightmare. Mattress practically on the floor with no support (I have photos). Bed sheets old & rough, fan coil unbearably loud, & the room had no balcony or view. Bathroom had what looked like an old shower curtain instead of a door, vinyl flooring & visible black mould. Despite requesting 2 queen beds several times before arrival, both by phone & in writing, we were given a king in Room 1011, then 2 double beds—not queens—in Room 808, & finally another king. We were moved 3 times in 3 days. Staff openly admitted the hotel overbooks & simply moves guests around. After packing/unpacking 3 times, I asked for the manager. There was no apology, no accountability & no empathy. I explained the unsupported mattress, poor bedding, loud fan coil, mould, incorrect bed arrangements & repeated moves. She was dismissive & offered no solution beyond moving us yet again. Do not waist your money on this hotel.

Everything was clean and beautiful

Quarto limpo, equipe de funcionários