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Terrible and dissapointemt
Paradise Hot Springs的点评
点评：1 terrible hotel can’t understand how come they rate themselves 5 stars hotel.
I honestly don’t understand how this hotel rates itself as a 5-star property.
From the moment we arrived, the place looked neglected. The entrance looks more like the entrance to a hostel than a luxury hotel. The reception area also felt poorly maintained and far from what you would expect when arriving at a 5-star resort.
We booked a Junior Suite in one of the most beautiful locations in the world, yet we were given a dark room with no balcony and no proper window. It felt closed and depressing, completely different from what you would expect when booking a suite in a destination like this.
When we asked the reception to check possible upgrades, the alternative they offered was a suite facing an open area with a large fence that looked like something from a prison, which was honestly shocking for a supposed luxury property.
The most disappointing part was the complete lack of customer service. We sent the hotel three emails and also contacted customer service via WhatsApp explaining our terrible experience and requesting at least a partial refund. To this moment, we have not received any response or acknowledgement at all. Is this how a 5-star hotel treats its guests?
Because we refused to ruin our vacation after hours of international travel just to get there, we ended up booking a room at another hotel for the same price.
What makes it even more frustrating is that later that same day we checked the hotel availability online and it showed “sold out.” This means they had no problem selling our room to someone else, so offering at least a partial refund would have been the fair and reasonable thing to do.
Very disappointing experience and absolutely not what anyone would expect from a hotel claiming to be 5 stars.
I honestly don’t understand how this hotel rates itself as a 5-star property.
From the moment we arrived, the place looked neglected. The entrance looks more like the entrance to a hostel than a luxury hotel. The reception area also felt poorly maintained and far from what you would expect when arriving at a 5-star resort.
We booked a Junior Suite in one of the most beautiful locations in the world, yet we were given a dark room with no balcony and no proper window. It felt closed and depressing, completely different from what you would expect when booking a suite in a destination like this.
When we asked the reception to check possible upgrades, the alternative they offered was a suite facing an open area with a large fence that looked like something from a prison, which was honestly shocking for a supposed luxury property.
The most disappointing part was the complete lack of customer service. We sent the hotel three emails and also contacted customer service via WhatsApp explaining our terrible experience and requesting at least a partial refund. To this moment, we have not received any response or acknowledgement at all. Is this how a 5-star hotel treats its guests?
Because we refused to ruin our vacation after hours of international travel just to get there, we ended up booking a room at another hotel for the same price.
What makes it even more frustrating is that later that same day we checked the hotel availability online and it showed “sold out.” This means they had no problem selling our room to someone else, so offering at least a partial refund would have been the fair and reasonable thing to do.
Very disappointing experience and absolutely not what anyone would expect from a hotel claiming to be 5 stars.
翻译：这家酒店糟透了，真不明白他们怎么能自称五星级酒店。
说实话，我完全不明白这家酒店怎么能自称五星级。
从我们抵达的那一刻起，就感觉这里疏于维护。入口看起来更像是青年旅舍，而不是豪华酒店。前台也维护得很差，完全不像五星级度假村该有的样子。
我们预订的是位于世界最美地点之一的初级套房，结果却被安排在一个昏暗的房间里，既没有阳台也没有像样的窗户。房间封闭压抑，与在这种地方预订套房的预期完全不符。
当我们询问前台是否可以升级房间时，他们提供的替代方案竟然是一个面向空地、周围有高大围栏的套房，看起来像监狱的围栏，这对于一家所谓的豪华酒店来说，实在令人震惊。
最令人失望的是，酒店完全没有客户服务。我们给酒店发了三封邮件，还通过WhatsApp联系了客服，详细说明了我们糟糕的入住体验，并要求至少部分退款。但至今为止，我们仍未收到任何回复或确认。这就是一家五星级酒店对待客人的方式吗？
我们千里迢迢飞抵酒店，不想让糟糕的体验毁了我们的假期，最终我们以同样的价格预订了另一家酒店。
更令人气愤的是，当天晚些时候我们在网上查询酒店房间时，发现“已售罄”。这意味着他们毫不犹豫地把我们的房间卖给了别人，所以至少部分退款才是公平合理的做法。
这次入住体验非常令人失望，完全不像一家自称五星级酒店应有的服务。
说实话，我完全不明白这家酒店怎么能自称五星级。
从我们抵达的那一刻起，就感觉这里疏于维护。入口看起来更像是青年旅舍，而不是豪华酒店。前台也维护得很差，完全不像五星级度假村该有的样子。
我们预订的是位于世界最美地点之一的初级套房，结果却被安排在一个昏暗的房间里，既没有阳台也没有像样的窗户。房间封闭压抑，与在这种地方预订套房的预期完全不符。
当我们询问前台是否可以升级房间时，他们提供的替代方案竟然是一个面向空地、周围有高大围栏的套房，看起来像监狱的围栏，这对于一家所谓的豪华酒店来说，实在令人震惊。
最令人失望的是，酒店完全没有客户服务。我们给酒店发了三封邮件，还通过WhatsApp联系了客服，详细说明了我们糟糕的入住体验，并要求至少部分退款。但至今为止，我们仍未收到任何回复或确认。这就是一家五星级酒店对待客人的方式吗？
我们千里迢迢飞抵酒店，不想让糟糕的体验毁了我们的假期，最终我们以同样的价格预订了另一家酒店。
更令人气愤的是，当天晚些时候我们在网上查询酒店房间时，发现“已售罄”。这意味着他们毫不犹豫地把我们的房间卖给了别人，所以至少部分退款才是公平合理的做法。
这次入住体验非常令人失望，完全不像一家自称五星级酒店应有的服务。
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