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"The air conditioning was not cooling and the water was hot"

"This is easily one of the worst hotels I have ever stayed in. Yes, it looks good from the outside — nice ambiance, large rooms, decent outdoor space — but the experience is absolutely terrible. • We were served spoiled food on Day 1. • Breakfast buffet was “open” till 10am, yet by 9:25am everything was gone and we were told to pay extra for food. • Housekeeping had to be begged for, and when they finally came, they put a dirty duvet back on the bed. • ROACHES in the room. Completely disgusting. • Wi-Fi was down all day with no solution. • Room service food was delivered uncovered. • No menus in the room “because it’s Christmas” — clearly an upsell tactic. • Every service request takes 30+ minutes. The manager is polite, but there is a huge disconnect and total lack of control over staff. Some staff try, but the overall operation is chaotic, unhygienic, and unprofessional. Our guests found the experience traumatic and would never recommend this place. Do not be fooled by appearances. Do not stay here."

"They did not have my reservation"

"Great customer service."