Caro 'student'
solo_traveller · Jul 2026
“Displeased with customer service which when there are many options in the area is crucial.”
Unable to comment.
I did not care for management. They were incredibly rude when it came to a family emergency. I wasn’t requesting a full refund, as I understand they don’t do refunds, but I did ask for partial credit or at least some kind of accommodation given that this was completely unforeseen. They have a no-cancellation policy from the moment you book. When I explained the situation, they said it’s because their hotel is small but when a family emergency or something outside your control happens, they can at least try to meet you in the middle. They refused, kept the full amount, and were incredibly rude about it. I would never book here again, nor would I recommend it, especially considering how many other places there are to stay in Roma Norte. They offered me a 15% discount on my next stay, but why on earth would I give them more money after this? Management was absolutely not what I expected from a place like this. On top of everything, I was contacted via WhatsApp by staff named Maye and Guy Claret, asking me to make payment through their own link. I said I was uncomfortable with that and preferred to wait for the booking platform to process payment, as clearly stated in their guidelines. The whole thing felt sketchy and far from customer-focused. I don’t recommend this place as unforeseen things happen to everyone, and how a hotel handles that says a lot.