This was hands down our worst hotel experience ever. I would strongly advise against anyone staying here. The journey from the airport to the hotel, which should have been just 15 minutes, turned into a two-hour traffic jam. This pattern of delays continued whenever we tried to leave or enter the hotel premises. Upon arrival, we couldn't even get onto the property without a QR code, which we finally received an hour later after a lot of hassle.
At check-in, they demanded our original ID/passport and refused to accept a copy, stating we wouldn't get it back until check-out. We had booked two rooms, but they weren't in the same building; there was a 10-minute walk between them. When I tried to put my suitcase on the sofa in my room, a swarm of cockroaches, not just one or two, but a whole colony, came pouring out. I reported it to the reception, but they claimed they couldn't do anything and told me to contact the property manager/owner. She was annoyed and dismissed our concerns, saying it was normal for a tropical country. Nothing was done about it, even though the sofa was our only issue.
In my mother and uncle's room, the electricity went out. Again, the receptionist was unhelpful and told us to contact the property manager. Communication with her (Amy) was difficult; she took ages to respond and was always irritated. On our last night, the electricity went out again, and she was unreachable. I contacted Trip.com around midnight and only got a response three hours later. My mother and uncle had to sit in the car outside the hotel for three hours because their room had no electricity, meaning no AC, no lights, no power, and the fridge/freezer didn't work. They weren't allowed to stay in our building.
Amy stated she wouldn't provide any refund or compensation. My group and I are completely dissatisfied; we had a terrible stay. There was clearly a lack of proper communication with the property manager. Trip.com helped us as much as they could, but we will never, ever stay here again. It was super bad, and I'm still furious about it. I definitely won't be letting this go.
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