6/10 – Okay
Eveta H.
16. Aug. 2021
Gut: Check-in, Kommunikation und Genauigkeit des Onlineauftritts
Verbesserungswürdig: Lage
BREAK IN & ROBBED within 24hrs of arrival!
Let's start with the positive: The property is just as beautiful as you see it on the website, however, it wasn't as clean as we expected it to be. Christian, the property manager was exceptional. He tried effortlessly to accommodate our party of 12.
Now here are the issues:
*Upon arrival, the security guard/front desk attendant didn't speak any English, making check-in a little difficult.
*Two out of the 12 rooms' entrance doors didn't lock.
*The safe in one of the rooms was pried open and wasn't replaced when requested.
*Several of the rooms weren't prepped for our arrival (unmade beds and no towels).
*One room didn't have a toilet set, another had an extremely leaky a/c unit which caused a little flood in the room; however, it was fixed the next day.
BREAK IN:
(Information was seen on the hotel's video surveillance)
Two intruders hopped the wall immediately when we left for dinner, while the security was on duty at the front desk. The intruders pried open the first door they saw. They took their time and search the room and property. They stole suitcases filled with clothes, shoes, money, a computer, and other travel items. The person who occupied the room was left with nothing but the clothes on his back. (REMINDER: security guard sat the whole time.) The intruders threw everything over the wall and came back to search the property for more. The property is extremely peaceful and quiet; therefore, I find it hard to believe the security didn't hear anything. Once we noticed the room was broken into we called the property manager who didn't answer. So we walked to Hotel Blanco where he lives, only for the hotel security to lie and say he was not there and 10 minutes later Christian arrives and tells us he was asleep. He immediately looks around the property and attempted to assess the damages. This is when we learned the property changed ownership 2 weeks before our stay. Christian offered us a room at Hotel Blanco which was not comparable to Prana Hotel price. The rates were much cheaper and rooms were smaller. When the police arrived they didn't want to take the report and referred the victims to the Ministerio Publico. Because no one spoke English it took hours for a translator to arrive, thus resulting in a loss of a day.
The owner of the hotel in my opinion seems initially dismissive and not helpful. He refused to speak to us directly and offered the victim a small amount of cash which did not cover the loss of items. PLEASE BE AWARE!!
Eveta H.
Aufenthalt von 6 Nächten im Juli 2021
