I would love to give Alaia Belize hotel an excellent review so I'm going to based this on how terrible the check-in was. The room was beyond beautiful. My negative feeling and frustration came from the check-in staff and Hotels.com. Purchased my room through this website and when arrived was told that my room was on a restriction so I couldn't get into my room. Was told I had a double booking and I had to pay again for the other room they apparently had me booked for which was a Ocean View and not the Garden Reef room. Showed my reservation and again and was told that I can't get into my room because of a restriction from HOTELS.COM. Now mind u this hotel policy is to take the money out right then and there. So they basically charged me twice from the website and then at the front desk because of this mess up. Called Hotels.com to try and get this resolved which made me spend my whole vacation repeating myself to a different person each time. And keeping me on the phone for over hours trying to prove that I had to pay again for another room just to get my refund. Hotels.com having issues saying they can't reach anyone at the hotel. When they clearly spoke to someone the day of check-in. And then whatever points I was going to get off this stay I just lost because one of the staff member had me repurchase my reservations through another 3rd party (Expedia) and not the Marriott. So, no points from either. Granted, they did give me a deal but that was too much of a headache.
