1
Dr. Anas AlMulla -
a month ago
They stole my money and Mr Santos is the worst front desk manager I’ve ever dealt with.
We booked this hotel from 23-26 of July 2022 through AMEX Centurion services. We came to the hotel and the room they gave us was all orange and dark (they said it’s an African themed room!). We tried to change the room, they didn’t have much rooms and gave us another option that was also bad.
We went to the front desk and asked nicely to cancel our reservation and that we decided to leave their hotel to another. I asked to see the manager, he came Mr Santos. He was blunt and rude, in the beginning he said he will take 90% of our stay (three nights) I asked him (why would you take my money and sell the room to someone else?) I simply came to your hotel and didn’t like it, if your a truly 5 star AMEX recognized hotel, you should apologize and not charge us anything because we simply didn’t stay or checkin the hotel. He refused, he was also very blunt and rude to my wife when she suggested to stay one night and leave the next day. After a long stressful discussion he agreed to charge us 90% of the 1st night, they took 504€ from us and we left. It’s amazing how these hotels can just steal your money and then sell the room to someone else.