Playa Ruinas

I would like to thank Expedia for making every possible effort to assist me with my cancellation request. Unfortunately, the hotel did not provide the approval needed to process my cancellation, even after I contacted them directly and explained my situation. My family and I were forced to cancel our travel plans because the city we were traveling from, Pereira, Colombia, was severely affected by an earthquake, and the airport was left unable to operate normally. As a result, our entire trip had to be cancelled. Despite these exceptional and unforeseen circumstances, and despite personally contacting the hotel to explain the situation, they refused to approve the cancellation, which resulted in me losing the money I had paid for the reservation. I am very disappointed with the hotel's lack of understanding and flexibility during such an unfortunate situation. I truly appreciate Expedia's efforts to help, but unfortunately, the hotel did not show the same consideration.

The house is spacious and beautiful. The pool was refreshing. We were grateful for the free WiFi and free parking. We truly enjoyed our stay. Some suggestions: Better communication to the security guards about guests coming would help. Many of the guards were not even aware of this property, and none of them spoke English. We had trouble getting through the two gates on more than one occasion. It would help to add the following for guest use: vegetable peeler, can opener, electric dishwasher soap, paper towels, cleaning products, replacement trash liners, mixing bowls, and dish cloths. Booking is very difficult if your arrival is after hours. We had to wire money for payment. More payment options should be considered, including allowing Expedia to be a payment broker, instead of only “pay at property.” The property manager should be more accessible prior to arrival. It took awhile for us to connect with the property manager, but once we could text with them, it worked out fine. There were no checkout instructions. The pool pump required repair while we were there, so we only accessed the pool at the start of our trip.