Winetorium

This was a charming room with all the necessary amenities and the location was great. Very clean, very courteous staff, and very comfortable for our family.

They took my reservation, charged my credit card and never gave me the check-in instructions. This property does not have front desk. Unlike all other properties with similar arrangements in my experience, where they contact you with the check-in information, this one requires that YOU contact them. The day before I was supposed to stay I sent them a message requesting the check-in instructions; they did not respond. The day I was supposed to stay I sent them three more messages and called three times; they never responded. I went to the property; the door was locked and nobody was around. So that was it: They took my money and then simply ignored me. I asked for hotels.com’s help for a refund. The property seemed to ignore them as well; hotels.com tried to contact them multiple times to no avail. After 48 hours, I was informed that they had refused any refund, as it was a non-refundable reservation. I insisted; I provided screenshots of my messages/calls, picture of the property and the time of my visit. Finally, after 72 hours, I got my refund. I am not sure if the refund was from the property or from hotels.com. I never heard anything from the property. Meanwhile, I received several apologies from hotels.com, but it was not their fault. Don’t let them steal from you! Oh, also, from what I saw, this place is a total dump, located in an area that used to be an illegal settlement/slum, hence the dilapidated and unfriendly atmosphere.