Terrible experience. I booked a 2-bedroom with living room plus a private rooftop garden w/swimming pool and was charged for it.
After an obnoxious check-in process (hotel was empty, room was ready, but property manager Fernanda didnt want to release room keys 30-minutes before 3pm), I realized that my room actually had no private rooftop garden w/pool (major mishap) where I had planned to have family gatherings during my vacation. When pointing this to the hotel, they conveniently changed the room profile/description in Hotels/Bookings/Expedia, told me that they never described such room w/such amenities, and asked me to provide evidence (!!!).
Furthermore, they also advertised the room with A/C throughout, with the added unpleasant surprise that there was NO A/C at all in the living room, thus rendering the use of the family room not habitable considering the hot/humid weather in P.E. Unable to use the living room and had to meet in either of the bedrooms. Again, another major "oversight" that further messed-up our stay. After repeated observations to Fernanda, and defensive responses, they "offered" to move us to another room but we had to forego our seaview (didnt accept).
Finally, when asking to get refunded for the room overcharges due to the above ( I estimate USD100-150 per night), I am getting tentative responses. ***Again, I expect to get refunded accordingly***
PD- On a positive note, guest services Carlos and all hotel personnel were great.
