SUBMIT A COMPLAINT

Booking.comhotel booking

1
M Aug 11, 2018

Used this site to book stay at the tropicana aruba jul 25th - jul 3oth. Have been unsuccessful with getting assistance in resolution of complaint or receiving funds returned from hotel deposit.

Reservation/confirmation #: [protected]

Resolution requested - return of fees and security deposit based on description of hotel stay provided below:

The property was miss-represented in the description and many of the potentially planted reviews. The room was unclean and had general safety issues (our phones did not work in the room and electrical issues throughout).

The overall condition of this property is below standard for the cost. This is obviously known by the ownership group because there is a huge advertisement about the massive renovations taking place there at the hotel. However, in my two conversations with the hotel before arrival, this was not mentioned when inquired about room and hotel conditions. The noise from construction work being done was what we heard from our room every morning. The room itself was standard in its layout and style of accommodations. Which would have been good enough considering, but the condition of the bathroom was awful. There were areas of visibly unsuccessful mold removal. The shower head and other surfaces of the shower should have been replaced 5 years ago. The amount of dust, mold, and debris in the bathroom vent/fan was obscene. The jacuzzi tub had a leak somewhere that allowed water to seep out while showering (probably impacted by the shower's poor drainage). The best part about the hotel is the location and its proximity to the store. We were able to find cleaning products we found suitable enough to clean up the bathroom ourselves since we were told that there were no other rooms available for us to be moved to. We also chose not to have the room cleaned by house keeping the remainder of our stay since we were able to do a better job than what we walked into. We could not even log a complaint when we got checked in because both phones in the room were broken. After returning to the front desk to report the issues with the room, we waited for 45mins for a technician to spend approximately 30mins to repair. After all of this we finally were able to settle into to our room after a full day of traveling, only to be told that there was no room service and we would need to go back out to the casino if we wanted to eat at the resort at that time.

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