2/10 Malo
1 de agosto de 2025
I booked 7 nights based on good reviews, but this was one of the worst stays I’ve ever had. The hotel sits above noisy restaurants and a bowling alley. All rooms are on the 11th and 12th floors. I requested a quiet room in advance but was given a 1st Avenue - Ocean Twin room directly above the noise.
From late evening until around 4 a.m., loud club-like music played. It felt like sleeping above a nightclub. I called the front desk during the night, but they said they couldn’t help and would report it in the morning. The next day, the manager admitted they already knew about similar complaints but still gave us that room.
They offered to move us, but the only available option was a smaller room. We were told we’d need to wait one or two more nights for a similar-sized one. We tried to be patient (they gave us earplugs), but Friday night was even worse. We lost two full nights of sleep and had to cancel our plans.
I contacted Hotels.com to request a full refund. The hotel only offered a partial refund for the unused nights, saying we “used” the room. But we had no rest, wasted time trying to fix the issue, and had to urgently book another hotel at a higher cost. The manager focused more on their losses than on our experience.
A room like the 1st Avenue - Ocean Twin, with known noise issues, should not be assigned without warning. If the hotel is aware of the problem, they have a duty to inform guests. I hope others don’t go through what we did.
Cliente verificado
Se hospedó 6 noches con familiares
Opinión verificada de un huésped de Hotels.com
