If I could give zero stars, I would. We booked and paid in full for our stay at a hotel through a booking platform ten days before arrival. Everything seemed fine — confirmation and payment were complete. However, upon arrival, the hotel staff couldn't locate our reservation. We were asked to wait while they checked, which turned into over three hours in the lobby, completely ignored by management. No apologies, no water offered, and no effort to assist us. The staff were cold and unprofessional — not at all what you expect from a so-called luxury resort. Instead of resolving the issue, the hotel suggested we could pay for a one-night stay with a warning that if the problem wasn't fixed, the payment wouldn't be refunded. This is outrageous behavior for any hotel. Later, we learned the hotel had overbooked and failed to inform the booking service in advance, revealing the issue only when guests arrived. To make matters worse, a significant portion of the hotel was closed for renovations, with loud construction noise during the day, and no prior notice given. Guests are paying premium prices for a place that resembles a construction site. After wasting hours, we had to leave and find another hotel at our own expense. This hotel lacks hospitality and feels more like a money trap than a luxury experience. Avoid it if you value your time and peace of mind.
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