Unfortunately, our stay was very disappointing. The reservation was made in my friend’s name, but the entire stay was paid with my foreign credit card. Nowhere during the booking process was it clearly stated that a deposit was required. Since my friend did not have a credit card and the hotel does not accept debit cards for the deposit, she had to go out at night to find an ATM in a rather dark area to get the cash. This was extremely inconvenient and made us feel very uncomfortable.
The room was poorly cleaned. We found hair that clearly wasn’t ours and quite a lot of dust inside the wardrobe. We would leave around 10 AM and return around 5–6 PM, yet the room often still hadn’t been cleaned. During our three-night stay, the sheets and towels were never changed. There were also only two large towels, no bathroom amenities, no complimentary water, and we had to ask for an extra roll of toilet paper.
The breakfast was very poor, with old, watery fruit and granola that tasted stale. One of the two elevators was also not working, resulting in long waits.
At checkout, I was charged an additional ARS 90,000 in VAT, even though the payment was made with my foreign credit card and I am a foreign visitor. There was no reason for this VAT to be charged to me, yet I had to pay it.
On the positive side, Trip.com’s customer support was excellent. They were extremely kind, professional and helpful, and after we contacted them, they resolved the issue for us. We really appreciate how seriously they took our complaint.
Unfortunately, we would not stay at this hotel again, but we were very happy with the way Trip.com handled the situation.
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