Arco del Triunfo

Obsessed with this hotel. Everything was so good! Loved the attention, the smiles from staff, the cleanliness. The only thing that shocked me a little is that our room had no windows. The room itself was so good though, just wished it had a window or that I was told if I didn’t mind that my room won’t have windows because I would have said I rather have one with a window, but other than that, a 10/10.

The Staff were rude and disrespectful. We tried to explain the situation amicably but they did not try to compromise or make us their customer feel welcome. We booked a 1000 sq ft room with 2 available beds shown in pictures but instead were given a room less than half the size. Obviously we weren’t happy but instead of trying to solve they escalated the situation by telling us they could not do anything to accommodate the reservation seeing as though the room they gave us only had one bed. Also let me mention the room door was already cracked when we got the room which even the bellboy thought was unusual so now safety comes to mind. We asked the check in staff could they switch our room they immediately denied the request and said we need to contact Expedia. Which we did and ultimately they switched the rooms but ensured our stay was terrible by constantly creating a rift on what we could and could not do on the resort grounds was never really explained to us clearly. But anyway upon checkout the staff ONCE AGAIN created a stir with us saying we didn’t return the towel card which would be an additional charge. I lost it because not only did we not go to the pool because it was raining most of the day but we also had friends at a nearby villa who we planned the trip with that had their own private pool which is where we spent most of our time lounging poolside when we did get a chance to go. Terrible customer service will never stay here again! Do Not Stay Here!!!!!!!!!!!!!!

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