2/10 Rating
Horrible stay, horrible customer service, horrible room. Avoid this hotel!!
Me and my partner had a nightmare experience in La Flora hotel. The service was horrible!!
On January 2nd we checked in La Flora. Receptionist gave us a room on the first floor, right in front of the laundry (door to door). After looking at the room, I went back to the reception and asked if it is possible to have another room, away from the laundry. The same receptionist said that the only other room that they have available on the first floor, actually, shares a wall with the laundry. She also added that the laundry shuts down at 5 p.m., and starts working only at 9 a.m. (Wow, so generous, to be woken up at 9 am during your stay!)
After that I asked if there are any rooms available on the second floor and she very vigorously explained that the whole second floor is booked, booked completely. Then, I asked if there are rooms on the third floor. After a pause and some hesitation, she said that it is also fully booked. Her hesitation seemed a bit odd, and, later on we figured why.
We were told to choose between a room that faces a laundry or shares a wall with the laundry. We decided that a room that doesn’t share a wall with the laundry would be a better option to have a restful sleep.
After settling in we went to the beach. Before returning back to the hotel we decided to see if the receptionist was lying to us regarding free rooms. So my partner called the hotel, the same receptionist picked up the phone. My partner asked if they had two double rooms for the night 2-3 January. The receptionist said that they DO HAVE TWO rooms for the night, and the price of each room is $192.66. When we returned to the hotel I asked the receptionist if there are any updates regarding the free rooms. She said NO, no rooms are available. After that I said that my partner called the hotel 15 minutes ago and he was told (by her) that they had two rooms available. Receptionist started arguing with me!! She said that: “Nobody has called the hotel. I was here the whole time. We don’t have any rooms. You didn’t call the hotel. If you would have called, I would have said we don’t have rooms. I have been working here long enough to know what to do.”
This is an absolutely outrageous situation! This hotel’s employee was caught lying and cheating, and kept blaming us, the customers, that we were lying regarding the call.
After this nasty interaction with the receptionist, I went to the room, picked up the mobile phone from which we made the call, and showed the call information to that very receptionist because she was actively trying to prove that we didn’t call. After she saw the call information she said: “It doesn’t matter, even if you called, we don’t have any rooms available.” I replied to her saying that she is fooling us, and that this whole situation will be described in a review on tripadvisor and Yelp. She replied to me: “Ok, go ahead.”
How is this possible that an employee working in hospitality services treats customers like garbage?! This is absolutely outrageous! Never in my life, anywhere else in the World a hotel employee treated me with such atrocious disrespect!
The bad experiences weren’t quite finished at that point. The whole morning employees were using the fire escape door that was adjacent to our room. It slammed every time it was closing. We woke up every single time the fire escape door was being used. Furthermore, the laundry started to run before 9 a.m., also creating a ton of noise. We slept horribly! Never have I stayed in such a noisy hotel before, and never was I treated this badly.
Additionally, the safe in the room was broken, there was mould everywhere in the bathroom. The room looked shabby, paint was peeling of from the walls, door, even the nightstand; the sheets also had nasty stains on them!
This stay in La Flora was a complete waste of time and money. We were very disappointed with the service, as well as with the environment. La Flora employees have absolutely destroyed our staycation. Worst hotel stay ever!
I emailed the manager of the hotel telling him what happened. It has been more than 2 weeks, and he hasn't replied.