Vinh
2.0
/10
Reviewed 13 week(s) ago
Hotels.com verified review
My room had no hot water. I told reception within minutes of entering my room. They sent a repairman, who confirms that there's no hot water, but tells me to wait 30 minutes, because right now the washing machines were just running, and they used up all of the hot water. No problem. I waited an hour, still no hot water. Told reception. They send up the chubby young guy, who tells me that the water in my shower is "hot" ("caliente"). I told him this is barely room temperature, this is not what I expect for hot water. He and the repairman told me to wait another 30 minutes. An hour later, still nothing. I get in touch with the booking company, they call reception to initiate a cancellation. Reception says they have to wait for the manager to approve the cancellation (which is reasonable), but the receptionist keeps insisting that her colleague checked my water and that I have "hot" water. She at first refuses to check the water herself. But eventually she does, and she admits that the water is just "tepid" ("tibia") and that it's the same in another room that they checked. Her confirmation allowed the booking company to issue me a refund, freeing me to book elsewhere for the remainder of my Xalapa vacation.
What was ugly about this situation is that he kept lying to his colleague, very rudely suggesting to her in Spanish that I'm unreasonable, that the water was "indeed hot" ("sí caliente"). This guy's lying stains the reputation of this hotel.
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