2/10 Terrible
Marcela
Travelled with partner
Mar 24, 2025
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
I am reaching out as a Marriott Bonvoy member and Platinum status holder on Expedia, through which we booked our stay from March 16 to March 22, 2025. We travel over 80 nights a year, and unfortunately, this has been the worst hotel experience we have ever had.
From the moment we arrived, the experience was extremely poor:
• Despite the official check-in time being 3:00 p.m., we were not given a room until 4:30 p.m.
• To make matters worse, the first room assigned to us was already occupied, leading to an incredibly uncomfortable and awkward situation when we walked in on another guest.
• We were then relocated to another room that had an unfinished ceiling and, despite being two adults, were placed directly in front of the children’s area, where constant noise made our stay unpleasant.
• The minibar was empty, and the room was clearly not properly prepared for guests.
• Finally, we requested another change and were assigned room 2102, which was a better option but still had issues:
• The AC unit made a loud rattling noise after running for a few hours.
• The hot water in the shower was inconsistent, making it difficult to use.
The situation did not improve with the hotel’s dining experience. Our first breakfast at the new Zafiro tower was a major disappointment; the buffet felt improvised and in very poor condition.
Later, we visited the Tonati Beach Club, which was an even worse experience:
• The shuttle was in terrible condition, with a dirty, burned ceiling, an
Marcela
Stayed 7 nights in Mar 2025