Telmo · Portugal1
Oct 2026
“Very disappointing stay. Great location, but poor cleanliness, unacceptable service and no concern for guests. We would”
+ The only positive aspects of this hotel were its location and the availability of water refill facilities, which allowed us to refill our own bottles. Unfortunately, these were the only things we appreciated about our stay, and they were nowhere near enough to compensate for the poor service, lack of cleanliness and overall disappointing experience.
− Unfortunately, our experience at this hotel was extremely disappointing and far below our expectations.
The housekeeping service was unacceptable. The bedsheets were not changed, the floor was not cleaned, and the room looked exactly the same after the supposed cleaning. The staff simply made the bed and changed the towels. The bathroom countertop remained dirty, used tissues and rubbish were left where they were, and even the rubbish bag we placed outside our door was not collected.
On top of this, there was a serious problem with the hot water: it took approximately 40 minutes for the water to heat up enough to take a shower, which is completely unacceptable. The elevator was also out of order for one day during our stay.
What made the experience even worse was the lack of concern from reception. We felt that our complaints were not taken seriously and that nobody genuinely cared about resolving the problems.
We did not expect luxury, but we did expect basic cleanliness, functioning facilities, and a reasonable level of customer service. Unfortunately, even these basic expectations were not met.
The experience was so disappointing that we requested an early check-out. The hotel agreed to let us leave early and told us that we would receive a refund for the two unused nights. However, despite this agreement, we have still not received any refund.
The hotel also instructed us to contact Booking.com to arrange the refund, but has failed to respond to Booking.com or provide any clarification regarding the situation. We were left having to chase the matter ourselves, with no resolution and no money returned.
To make matters worse, the hotel showed no real concern about the refund or the return of our money. Their attitude throughout this process only reinforced our disappointment and frustration.
Overall, this was one of the worst hotel experiences we have ever had.
Cheryl · Singapore9
Oct 2026
“Loved the chill space!”
+ Location was great. Minutes away from beaches and restaurants. Loved seeing dogs around and meeting Jack the hotel dog!
− There was no gym.
Kristine · United States7
Oct 2026
“Great value for Waikiki”
+ Location and value. Bed was really comfortable.
− Pool closed too early.
