The hotel itself is clean and well maintained, and I appreciate the professionalism shown by certain members of the staff.However, Pestana group's transaction practices continue to be a major concern. This isn't the first time I've experienced issues with incorrect charges in which they try to blame it on third party bookings.Despite hoping the management would have addressed these recurring and fraudulent practises ,nothing seems to have changed.
in my most recent stay, I was charged for two unused nights, and the hotel refused to refund the amount. the day I checked out, they couldn't check me out and I was told I had to wait for the manager (mikhael) to check me out in which she comes in at 10am while my flight was 6am. I have never seen such. After getting my invoice, I was charged 4times for state tax, local tax, resort fees each day of my stay.
This type of behavior feels deceptive and highly unprofessional.
on a positive note, one amazing staff member charlesetta Mathura , demonstrated exceptional leadership and customer service and she's a standout .while property itself is pleasant, the billing issues and fraudulent t practice will make me stay away until its corrected.