4/10 Poor
Catalina
Travelled with family, Travelled with family and small children, Travelled with group
17 Aug 2025
Disliked: Staff & service, property conditions & facilities
This was our fourth time staying at this hotel, and unfortunately, it was the most disappointing experience we’ve had.
The customer service was very poor. It took an extremely long time just to get a waitress, and once our food was served, waiting for something as simple as ketchup or salt took another 15 minutes. It seemed like the waitstaff only prioritized guests they already knew or those they thought would tip well. Strangely, once we did tip, they began seeking us out the following day—but at checkout, we noticed we had been charged extra tips on top of the ones already included. Essentially, you end up double-tipping if you want any decent service.
The facilities were also in bad condition. The swimming pools were terribly maintained, with crumbling edges that were unsafe for children. The installations throughout the property feel old, outdated, and neglected, with no visible updates.
What made the experience even worse was when we invited guests from the USA to join us. Sadly, we encountered a very embarrassing situation with bedbugs, which caused allergic reactions. This was unacceptable and incredibly disappointing for a hotel of this reputation.
Overall, our stay was far below expectations, especially as returning guests. Sadly, we cannot recommend this hotel anymore unless serious improvements are made in both service and maintenance.
Catalina
Stayed 1 night in Aug 2025
