We had an astonishing terrible experience with this hotel. First of all, when we booked the hotel, the website stated the cot was free. However, after we emailed the hotel to prepare the cot, they insisted to charge us an additional 500 pesos. They even updated the website after our conversation. When we tried to dispute the cot charge, they stopped replying to us and ignored our messages completely. We were so furious and mistakenly canceled the booking by accident. We realized it was a non-refundable booking and we would lose over £300. So we contacted *********** immediately and ask them to liaise with the hotel to reinstate the booking. The hotel didn't answer the email or the phone call even if that was from *********** agents. In the next few days, we continue to contact both *********** and the hotel directly. The hotel staff did not speak English at all. *********** couldn't get a timely response from them either. Communication was extremely poor at this hotel. One of the *********** agents finally spoke with the hotel manager to ask them kindly reinstate the booking. But the manager lied and told the agent that they didn't have availability whilst their website stated they had available rooms for those dates. The hotel is operated by very doggy and unprofessional people. Admitted that we made a mistake and canceled a non-refundable booking by accident. But the hotel showed ZERO interest to help their guests and only want to grab money whenever they can. Please avoid this hotel if you want professional services and to interact with genuine people.
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