4/10 Poor
Jaime
Apr 15, 2025
Disliked: Staff & service
Spoiled Honeymoon.
We booked this hotel for our honeymoon. Unfortunately BA cancelled our flights. Hotels.com were very helpful and said they did try to explain the situation to the hotel, we also explained our situation to the hotel. I asked if we could change to another Rixos hotel in another country/change dates as we could not afford to book new flights with another airline. As the booking was paid in full and non-refundable they would not help us to change our honeymoon in any way. This was obviously very disappointing.
What made matters worse was that when we were due to stay, because we did not check in, we were sent an almost threatening email saying we were a no-show and would be charged in full. This tasteless communication served as a wonderful reminder of the honeymoon we were never able to have, alongside it appearing that their booking team have little idea of who has pre-paid or not.
It seemed particularly money-grabbing despite the fact we didn’t want the money back but to change the dates/country/have a voucher allowing us to save up to book new flights and have our honeymoon.
I would not go to a Rixos resort now and would choose a company that appears to have some care for their clients.
Jaime
Stayed 3 nights in Apr 2025
