6/10 Good
1 September 2024
The first two days was a nice experience, everyone was so welcoming, the attention and the smiles were unique. Once that third day hit it was like you no longer exist it felt kind of weird specially for us since it was our first family vacation and we choose The Fives, because it came highly recommended. I mean you can have it all right! We were given coupons by our concierge Antonio that we could use with any of the excursions we choose and this information was confirmed by Luis the person that took our information for the excursion we chose.We were given a price and were told that we could use the coupons and also an additional discount for booking through Expedia. Upon checking out none of the coupons qualified for the additional discount promised for booking through Expedia. I was told that the particular excursion we chose the coupon did not apply. This was very disappointing and more because we didn’t even get a sorry or an apology for the misunderstanding. This hotel needs more training on how to approach situations like this, it was really sad that we had to leave with such disappointment from a supposed Five start hotel.
Mariel
Mariel, 3-night trip
Verified Expedia guest review
