The advertisement of the property is false on the hotels.com website. The room type not being the same as listed is catfishing / frauding tourists from booking it. Upon check in when I inquired about the room, the receptionist advised me that the room type I booked was unavailable and that it doesn’t exist on their property. That doesn’t make sense to me, and when spoken to her about it she advised that their reservation team made a mistake and that the rooms were incorrect. I went specifically for that room type. This is very frustrating and unethical on the resorts part. They’re charging people so much money, and yet they don’t have the proper facilities as advertised. As soon as I stepped into the room, there were lizards on the bed and stains on the bedding, how can someone who’s travelled internationally be okay with that. Yes I understand it’s in the woods but there should be a system in place where bugs or small animals don’t enter the rooms. Or if they do they should be extracted immediately for the guests comfort instead of being told they’re harmless and it’s normal. But upon seeing everything that I did, there’s no way anyone would stay here. The stains on the towels, bed sheets, the room smelling like rotten meat, the pool looking like it has algae growing, and the washrooms with flies everywhere. That is unlivable. They did not give my money back and said you can go stay somewhere else and left me stranded with no place to stay. I had to uber to another resort.
