I booked a room at this hotel through Hotels.com, selecting the option to pay directly upon arrival. However, when I arrived around 10:00 p.m., I was told that my reservation had been canceled because they had tried to charge the card I left as a guarantee and the payment didn’t go through. This is unacceptable, as the confirmation clearly stated payment at the hotel.
The service was poor: no alternatives or assistance were offered, and I was simply told to find another hotel since they were already fully booked. Solving this issue at that time of night, with an early morning flight the next day, was extremely inconvenient. Fortunately, I found availability at a nearby Holiday Inn Express where I received professional and reliable service.
To make matters worse, while waiting, I witnessed another guest being given a similar excuse and also being denied her reservation. This shows a systemic problem in how reservations are managed and a clear lack of commitment to the customer.
Conclusion: a very negative experience. The hotel does not honor confirmed reservations and offers no solutions when problems arise. I do not recommend it.