kemb2024
January 23, 2024
I chose this hotel based on what they advertise as amenities--stupid me to expect what they advertise is what I should expect! There are so many things to complain about, this review would be a novel so I will provide highlights. I witnessed 2 different parties check in and leave the next day. One party, a couple traveling from Seattle, I was able to speak with as they were leaving the property. They said the lock on their door didn't work was the last straw for them among other concerns. I hope they are able to get their money back. Mata Rocks offer airport transfers on their website. When I tried to arrange pick up, I was told they haven't offered this service in a long time. While on the property I heard at least 3 other guests ask about transport back to the airport and were told the same thing. The rooms are poorly cleaned, there was quite a bit of European hair on my shower walls when I checked in. The housekeepers did not change me sheets for days. I asked that my sheets get changed and Gisellie lied to me and said she changed them. When I pulled the sheets back to get into bed that night, the dried blood spots from when I scratched mosquito bites during my sleep made it quite evident my sheets were never changed. The next morning I asked the front desk person who was doubling as the bartender/waiter to please have my sheets changed, the lying housekeeper had the audacity to tell me it was changed the day before. When I pointed out the dried bloodspots as proof she was a liar, she said nothing more. The other housekeeper Gisellie continued to double-down on her lie. The day they so-called cleaned my room, they took the garbage out the waste basket and decided to place it on the table among my things primarily food items and leave it there. When I returned to my room and saw it, I asked the manager to please come to my room. At this point I was fresh out of patience being that so much had gone wrong. I asked the manager Anita, how much more should I contend with? As per her usual response she apologized and offered me food which I refused. Food on the Island is relatively cheap so not only was it insulting, it did nothing to fix the actual issues I brought to her attention. Claiming she would talk to them, was for my benefit alone, she could care less. I realized, her allegiance is not with me, I was just a stranger passing through and they've already collected my money. Anita and the staff's allegiance is with each other for better or worse! For the remainder of my stay, I opted not to have the housekeepers come back into my room (They weren't cleaning it anyway!). I was emptying the trash daily and going to the reception desk for clean towels. Even something as basic as clean towels and wash cloths was a challenge to get on the premises. The most egregious of insults however, was statements made by Iver. There was a group that checked in on Saturday from Minnesota who were noticeably rambunctious and at times disruptive. Most of them le