1. from the check-in, the hotel reception could not find my booking. I stayed at the reception about 2 hours until the hotel foound my booking, therefore, I could not have my dinner even though I had full board reservation. While, reception was struggling to find my reservation, the restaurante closed.
2. For hotels.com gold member, a free bottle of wine would be served. but, reception does not have any idea of this, They will bring after calling them more than 10 times. I saw many of people complaining regarding the wine at the reception.
3. This is most important thing is that, they required deposit as usual, until the check out I used only about 12% of the deposit. But I found out the hotel charged me the whole deposit, and my bank took the whole deposit. I had my invoice and the credit card receipt, so I have called the hotel more than 10 times and emailed them to refund the rest. Their staff never react properly. I have not got the rest yet. I finally called Mastercard to claim this. Mastercard properly took my claim. I will see what happens next.
4. last 20 years, I have about 15 overseas trips EVERY YEAR except Covid period. But, this is my first time, that happen to me. It could have happened as human make a mistake. But the worst problem is the reaction of the hotel. This hotel does not deserve 5 star. Their way of caring customer is the level of backpaker or 1 star motel.
5. I will never stay here again, I would not recommend this hotel to anyone else.